Operations Support Specialist

1st-Midamerica-Credit; East Alton (IL); On-site; USD 42,000 - 62,000; Full time

Job summary

1 st MidAmerica seeks an Operations Support Specialist to support Branch Operations systems, maintain the Help Desk, and build a centralized knowledge base of procedures and job aids.

The role includes serving as an OnBase liaison, documenting updates, and coordinating with IT/vendors to resolve issues while ensuring content stays current as systems evolve.

Qualifications

• High school diploma or equivalent.
• 3 to 5 years of similar or related experience preferred.
• A two-year college degree, or completion of a specialized certification or licensing preferred, but not required.
• Customer service experience required.
• Strong communication skills and attention to detail.

Responsibilities

• Serve as a Branch Operations liaison for OnBase.
• Assist with testing, validating and documenting OnBase updates, enhancements and new feature rollouts.
• Maintain system-related documentation and partner with IT or vendors to resolve issues impacting branch operations.
• Assist with developing, writing and maintaining a centralized knowledge base of procedures and job aids.
• Maintain Branch Services/Branch Operations Help Desk functions.
• Troubleshoot operational and procedural issues and escalate when needed.
• Track and document support trends to identify training or process improvement needs.
• Create Help Desk performance dashboards and produce routine reporting for leadership.
• Ensure content is accurate, clear, and updated as systems or processes change and collaborate with SMEs to validate content.
• Implement searchability and taxonomy best practices to maximize staff self-service.
• Support change management efforts related to system enhancements, new forms, workflow changes, or operational process updates by coordinating user testing, gathering feedback, and communicating impacts to branch staff.
• Serve as a resource for branch staff during implementation of new tools, workflows, or procedural changes.
• Identify operational gaps and recommend efficiency improvements.

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Education

High school diploma or equivalent

Two-year college degree or certification preferred

Tools

OnBase

Job description

Job Title: Operations Support Specialist

1 st MidAmerica is a trusted financial institution dedicated to providing exceptional service to our members. We pride ourselves on our commitment to the communities we serve and our focus on delivering an array of financial products for each step in their financial journey. We are currently seeking motivated and member-oriented individuals to join our team as an Operations Support Specialist.

Job Summary:

We are seeking an Operations Support Specialist to serve as an individual contributor within Branch Services/Branch Operations and be responsible for supporting operations systems, maintaining the Branch Operations Help Desk function, and developing a centralized knowledge base of procedures and job aids.

Key Responsibilities:

• Serve as a Branch Operations liaison for OnBase.
• Assist with testing, validating and documenting OnBase updates, enhancements and new feature rollouts.
• Maintain system-related documentation and partner with IT or vendors to resolve issues impacting branch operations.
• Assist with developing, writing and maintaining a centralized knowledge base of procedures and job aids.
• Maintain Branch Services/Branch Operations Help Desk functions.
• Troubleshoot operational and procedural issues and escape when needed.
• Track and document support trends to identity training or process improvement needs.
• Create Help Desk performance dashboards and produce routine reporting for leadership.
• Ensure content is accurate, clear, and updated as systems or processes change and collaborate with subject matter experts to validate content.
• Implement searchability and taxonomy best practices to maximize staff self-service.
• Support change management efforts related to system enhancements, new forms, workflow changes, or operational process updates by coordinating user testing, gathering feedback, and communicating impacts to branch staff.
• Serve as a resource for branch staff during implementation of new tools, workflows, or procedural changes.
• Identify operational gaps and recommend efficiency improvements.

Qualifications:

• High school diploma or equivalent.
• 3 to 5 years of similar or related experience preferred.
• A two-year college degree, or completion of a specialized certification or licensing preferred, but not required.
• Customer service experience required.
• Strong communication skills and attention to detail.

What We Offer:

• Competitive salary and benefits.
• Opportunities for career growth.
• Supportive team environment.

Schedule:

• Monday – Friday 8:00 AM – 5:00 PM

Disclaimer: Must be able to work and travel to different credit union locations as determined by management.

1 st MidAmerica is an Equal Opportunity Employer.