Operations support Representative

Telhio Credit Union; Cincinnati (OH); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Several medical plan options

Dental benefits

401(k) plan

Paid holidays and vacation

Job summary

Telhio Credit Union in Cincinnati is seeking an Operations Support Representative to provide essential front-line and back-office services while managing sensitive documents and member inquiries. The representative will work closely with various departments to ensure excellent service and compliance with regulations.

The ideal candidate will possess strong communication and organizational skills, have 1-3 years in related roles, and be proficient in Microsoft Office.

Competitive pay and benefits include health plans, 401(k), and professional development opportunities.

Qualifications

• 1-3 years’ experience in Back Office Operations, Call Center, or as a Retail Banker is required.
• Excellent verbal and written communication skills are essential.
• Ability to work independently and collaboratively.

Responsibilities

• Provide front-line and back-office support across the credit union.
• Index and scan teller transactions promptly.
• Process mobile deposits and online banking transfers.
• Manage legal documentation requests.
• Assist members with online banking issues and inquiries.

Skills

Communication Skills

Organization

Microsoft Office Suite

Problem-Solving

Multitasking

Education

High School Diploma or Equivalent

Associate or Bachelor’s Degree

Job description

Position: Operations support Representative

Location: 601 Park Avenue, Hamilton, OH

Job Id: 1061

# of Openings: 1

Telhio is a credit union serving over 70,000 member‑owners. Established in 1934, it offers financial solutions across central and southwest Ohio with core values of Caring, Commitment, and Integrity.

Position Summary:

The Operations Support Representative provides front‑line and back‑office support across the credit union, responsible for scanning and indexing critical documents, maintaining deposit and loan accounts, processing mobile deposits and online banking transfers, managing legal documentation requests, and charge‑offs. The role collaborates closely with Accounting, Collections, Fraud, Risk, Legal, and IT to ensure high‑quality service for members and staff.

Responsibilities:

Document Scanning & Indexing

• Index and scan teller transactions within 24 hours of receipt.
• Scan and index loan documents, member applications, and internal documents for record retention.
• Re‑index documents as needed to ensure proper filing and retrieval.
• Prioritize daily work, ensuring teller transactions are completed within required timeframes.
• Create and follow scanning procedures to ensure consistency and support training.

Account and Transaction Processing

• Process core database ticket requests and document all file maintenance changes.
• Review and process mobile deposit submissions.
• Monitor online banking external transfers for fraud and verify new ACH setups with members.
• Communicate with members via secure messaging regarding mobile deposit and external transfer activity.
• Assist staff and members with online banking and bill payment issues, including third‑party coordination.
• Answer daily calls from retail staff regarding member issues.
• Partner with internal Fraud and Risk divisions to support the detection, escalation, and resolution of suspicious account activity.

Loan and Share Maintenance

• Perform updates on business and consumer share accounts (e.g., rate adjustments, deposit corrections).
• Process daily and monthly charge‑offs for consumer and business shares and loans.
• Manage Trustee/Chapter 13 recovery payments in coordination with Collections.
• File payment protection claims with third‑party providers.
• Manage the accurate disbursement of funds for approved claims and process corresponding refunds.

Legal and Compliance

• Review and process legal documents (garnishments, subpoenas, tax levies, child support) within required periods.
• Conduct audits of various activities to ensure accuracy and compliance.
• Respond to internal inquiries regarding account and payment issues.
• Ensure data security and privacy practices are upheld.
• Assist IRA Specialist with deceased account maintenance.

Member Profile and System Maintenance

• Address member sign‑on issues and research platform discrepancies.
• Process pre‑authorized transfer requests submitted via core database.
• Manage return mail.
• Manage seasonal address changes to ensure proper mail delivery.
• Process home equity payoff quotes from external institutions.
• Fulfill call center mail requests via core database ticketing system.
• Manage check fraud alerts via third‑party system.
• Complete online Social Security and Asset Verifications.

Reporting and Review Tasks

• Ensure timely completion of daily/monthly reports and reviews.

Professional Development and Support

• Participate in ongoing training to stay current on credit union updates and regulations.
• Provide timely, accurate support to internal staff.
• Demonstrate professionalism in communication, appearance, and conduct.

What you will need

• High School Diploma or Equivalent. (Required)
• Associate or bachelor’s Degree (Preferred)
• 1‑3 years’ experience in: Back Office Operations, Call Center, or as a Retail Banker (Required)
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and collaboratively.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word)
• Strong research and problem‑solving skills
• Ability to multitask and prioritize.
• Telhio applicants must be able to pass a background check including credit, drug screen, bondability, and criminal background.

What you will earn

• Competitive pay
• Benefits: several medical plan options, dental, free vision, free life and free disability insurance
• Matching and immediately vested 401(k) plan
• Generous schedule for paid holidays, vacation and personal time for a healthy work‑life balance
• Opportunity for personal career growth, continued education and mentorship programs
• Volunteer opportunities impacting the local community

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, you will need to have good manual dexterity as well as speaking and hearing ability. This position requires sitting; some reaching; standing; some stooping or kneeling. The employee must occasionally lift and move up to 50 pounds. It is expected that the employee will read, compile, compute and record numerical and statistical data. Must drive occasionally.

This is a Non‑Collective‑Bargaining Unit
Telhio is an Equal Opportunity Employer