Frontwave Credit Union · 10 hours ago
Member Service Support Specialist (Onsite)
Oceanside, CA
Full-time
Onsite
Mid, Senior Level
$27.35/hr - $41.03/hr
5+ years expFrontwave Credit Union is a member-owned not-for-profit financial institution serving multiple counties in California. The Member Service Support Specialist is responsible for the design and implementation of operational procedures to enhance the member experience and support the Branch and Call Center staff.
CreditFinanceFinancial Services
Responsibilities
Consistently delivers exceptional internal and external team and retail service support via phone, text, mail or email based on the needs of the team and/or members
Train, general support and guidance for all aspects of member transactions to ensure following of the credit union policies and procedures is consistent no matter of the channel the member is engaging with
Identifies areas of improvement to increase efficiency, minimize losses, ensure compliance with policies, procedures, regulation and assist in the development of front-line training programs
Works with minimal amount of supervision and direction and is expected to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and internal protocols
Responsible for requests from both teams (Branches and Call Center) and members relating but not excluded to the following responsibilities:
Help desk for all branches and call center employees to guide them on any member and team impacting items that are related to the operations of the credit union
Review, management and due diligence of vendor management and contracts including renewals, cancellations and new partnerships to streamline processes, increase efficiency and improve service to internal and external teams
Testing of all core and non-core systems, including piloting, technical writing, workflow management and roll-out alongside cross-functional teams
Oversees and processes all credit union mail correspondence and member requests
Reviews business accounts and any other special accounts in the core systems for compliance and approval
Processes check copy requests for Members and the CO-OP
Oversees employee accounts, fee reversals and requests including account conversions at termination
Reviews and process corrective IRS reporting including levies, subpoena, judgements and garnishments
Oversees and properly administers the deceased membership process and file maintenance
Processes insurance claims for all debt protections, mechanical breakdown protections and guarantees asset protections
Processes any dividend and loan interest adjustments
Follows the dormant and escheat regulatory procedures and policies
Files, maintains and properly reports any escheat and unclaimed funds
Supports all special accounts and respective file maintenance including trust, power of attorneys, fiduciary accounts, business accounts, representative payee accounts and any other types of eligible memberships
Reviews and audits any NCUA Audit of protected funds
Ensures compliances with W-8 BEN and any withholding reporting requirements to the Internal Revenue Services
Perform all other duties as assigned by management
Qualification
Required
Associate's Degree in Business, Finance, or Communications
3+ years of experience in financial institution retail operations
5+ years proven experience in a financial institution
Equivalent combination of education and experience
Company
Frontwave Credit Union
Frontwave Credit Union offers banking facilities such as banking account, credit cards, auto loans and digital banking services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
B
Bill Birnie
President & CEO
Recent News
San Diego Business Journal
2025-04-01
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