Credit Union West · 13 hours ago
Operations Support Specialist
Glendale, AZ, US
Full-time
Onsite
Mid Level
3+ years expCredit Union West is dedicated to enhancing the quality of life for its members and team members. The Operations Support Specialist will provide industry-leading service by processing digital and traditional services while supporting team member inquiries related to transactions and accounts.
BankingCreditFinancial ServicesInsurance
Responsibilities
Build and Maintain Operational Procedures – Demonstrates professional verbal and written communication. Responsible for developing, reviewing, and updating Branch Operations procedures and reference materials. Collaborates with other departments to identify applicable updates and ensure effective communication of changes. Uploads documents to company intranet and coordinates timely announcements related to updates. Proactively notifies management of trends concerning operational inefficiencies or opportunities for system or procedural improvement. Regularly monitors and updates external knowledge base (KB) articles for interflow provider
Retail Operations Support – Maintains an extensive knowledge of Credit Union West products, systems, and services to support a variety of team member needs and questions in a timely, professional, and friendly manner via phone, email, and messaging channels. Collaborates and assists with user acceptance testing for various systems and operational projects. Handles more complex member service requests, escalating questions to management or higher as needed. Meets or exceeds established department metrics and service level agreements. Completes operational reporting, as assigned
Specialized Accounts Handling – Acts as a subject matter expert for specialty accounts and documents, including but not limited to: Trusts, Estates, Business, Representative Payees, Conservatorships, Power of Attorneys, UTMA. Conducts quality assurance on specialty accounts. Performs file maintenance to ensure accounts reflect correctly in the core. Assists team members and members with questions regarding specialty accounts and related documents. Escalates unique cases to management or internal legal review, as needed. Facilitates support of deceased member accounts, including account review, communications, maintenance, or closures, with a sensitive disposition while navigating legal boundaries and regulatory requirements. Responsible for updates to the CRM system to provide frontline team members with instructions
Performs other duties as assigned
Qualification
Required
A high school diploma or G.E.D
3-5 years of experience in operations, preferably in a Credit Union or financial institution environment
Able to communicate effectively and tactfully with employees and members both orally and in writing
Demonstrate critical thinking and being self-reliant to better analyze and solve problems
Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees
Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom)
Thorough knowledge and understanding of organization's Employee Handbook and policies
Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act
Company
Credit Union West
Credit Union West is a financial cooperative that offers banking, insurance, investment and credit services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ning Duong
EVP, Chief Operating Officer
Recent News
2025-08-14
Honolulu Star-Advertiser
2024-11-24
2023-12-25
Company data provided by crunchbase