Operations Support Specialist

ILWU Federal Credit Union; Long Beach (CA); On-site; USD 34,000 - 47,000; Full time

Job summary

ILWU Federal Credit Union in Long Beach, CA is seeking an Operations Support Specialist for our headquarters. You will respond to member inquiries via telephone, mail, and email with responsibilities spanning card services, collections, auditing, and electronic services.

The role requires high school education and at least four years in a related environment, with strong knowledge of Regulation E and CAMS. This position becomes a union role after 90 days of employment.

Qualifications

• Requires high school education and at least 4 years of related experience.
• Solid understanding of Regulation E.
• Experience with Credit and Debit Card Services including CAMS and handling disputes.
• Proficient in MS Office; able to use Word, Excel, Outlook.
• Excellent customer service and communication skills; ability to handle sensitive data.
• Ability to work independently with attention to detail and deadlines.
• Knowledge of electronic services processing (ACH, Share Drafts, Bill Pay).

Responsibilities

• Process daily credit and debit ACH files, Share Drafts, returns, DNE notifications, and Bill Pay transactions.
• Process IRD (substitute drafts) and other returned items.
• Review and decision ATM and Mobile (RDC) deposits.
• Send large item notifications to other financial institutions.
• Review and approve online wire requests and monitor daily activity.
• Audit loan file maintenance, changes, and dormant activity reports.
• Audit and monitor daily Member Services items including new accounts and card maintenance.
• Process CPI-Allied addons and refunds for collateral loans.
• Review GVS alerts forwarded by Compliance and respond accordingly.
• Order cash and coin deposit pickups for branches and ATMs.
• Assist in G/L balancing for Operations’ ledgers with Accounting.
• Assist IRA account processing and annual reporting for compliance.
• Approve or process letters for new membership and loans, and card re-issues.
• Maintain knowledge of Unclaimed Property reporting and escheat processes.
• Process monthly loan and share draft charge-offs and report to Board.
• Assist with resolving emails and escalated calls to the Operations Support Department.

Skills

Regulation E

CAMS & card services

ACH & Bill Pay

Customer service

Communication & confidentiality

Education

High School

Tools

MS Office

Job description

Job Details

Job Location: Long Beach HQ - Long Beach, CA 90807

Position Type: Full Time

Education Level: High School

Salary Range: $29.39 - $29.39 Hourly

Travel Percentage: Negligible

Job Shift: Day

Job Category: Admin - Clerical

General Purpose

ILWU Credit Union is searching for an Operations Support Specialist to work in our headquarters office located in the Bixby Knolls area of Long Beach, California. This position will be responsible forresponding to all correspondence directed to the Operations department via telephone, mail, and email. The Operations Support Specialist will have responsibilities in the areas of card services, collections, auditing, and electronic services.

This position becomes a union position after successful completion of 90 days ofemployment.

Essential Responsibilities & Duties

• Assist in processing daily credit and debit ACH files, Share Drafts, returns, DNE notifications, and Bill Pay transactions.
• Assist in processing IRD (substitute drafts) and other returned items.
• Review and decision ATM and Mobile (RDC) deposits.
• Assist with sending large item notifications to other financial institutions.
• Assist with reviewing and approving P2P and external transfer requests including exceptions for transaction limit adjustments and fraud.
• Assist with reviewing, approving, and deleting digital payments requests.
• Process non-fraudulent and fraudulent disputes, issue provisional credit, submit documentation to 3rd party vendors, send resolution letters, and process adjustments.
• Review and resolve Visa CAMS (Compromised Account Management System) alerts, FALCON alerts, FICO Card Alert Services alerts, and Verified by Visa (3DS) notifications for possible fraudulent transactions, compromised cards restriction and member notification.
• Assist with reviewing and approving online wire requests.
• Audit loan file maintenance, contact changes, name and SSN changes, name and joint, negotiable items charge off shares, and dormant activity reports.
• Audit and monitor daily Member Services items including new accounts, account number changes, deceased accounts, share rate files, card maintenance, authorization to pay forms, written statement of unauthorized debits (WSUD), ACH, and Share Draft stop payments.
• Process CPI-Allied addons and refunds for collateral loans.
• Review and process GVS alerts forwarded by Compliance.
• Order cash and coin deposit pick-up for branches and ATMs.
• Support Accounting department with G/L balancing for Operation’s general ledgers.
• Assist in processing, auditing and monitoring IRA account documents, transaction authorizations, and annual reporting to ensure reporting and compliance accuracy.
• Assist in processing monthly IRA RMDs (Required Minimum Distributions) and follow-up with members on distribution elections.
• Approve 3rd party vendor letter files or process letters for new membership, new loans, overdraft privilege, dormant accounts, negative shares, charge-offs, paid-off loans, and card re-issues.
• Assist with processing or reversing monthly fees for dormant and escheated accounts.
• Maintain knowledge of Unclaimed Property Law (Escheat) and assists in reporting and mailing unclaimed property notices to members.
• Process monthly loan and share draft charge-offs and report to Board of Directors
• Post payment arrangements for charged-off loans and shares.
• Assists with verifying new memberships and submits to Accounting Department for inclusion in monthly Board packet.
• Assist in resolving emails and escalated calls from the frontline to the Op. Support Department.
• Recommend improvements, actions or changes to processes to increase efficiency and quality services.
• Validate information for new credit card loans, order cards and process type changes and increase, expire, and adjust limits.
• Process the Credit Card overlimit and Credit Balance reports and send letters to members.
• Process Rewards cashback exceptions.
• Review, issue, and reissue daily and monthly card PINs, and returned-notification reports.
• Create credit card loan exception approval letters and gather required disclosures to mail to members.
• Process credit card pay-offs and closures.
• Post payroll for select locals.
• Review system for possible transaction reversals and post debits and credits.
• Assist with overseeing the processing of Trusts, Power of Attorney, Custodian, Organizational, Deceased, and Captain’s Club account conversions.
• Assist with compiling and mailing documentation requested in the subpoena process.
• Assist with reviewing, gathering documentation, and debiting or crediting accounts through levy processing.
• Assist with processing negative share accounts– including suspending, revoking, and re-instating the Overdraft Privilege service.
• Perform specific and delegated duties as assigned.

QualificationsJob Qualifications

• Must possess solid understanding of Regulation E.
• Requires solid understanding of Creditand Debit Card Services including CAMS, processing of disputes, and credit card restrictions.
• Ability to handle Electronic Services includingdaily processing of ACH, Share Drafts and Bill Pay, preferred but not required.
• Requires an equivalent of a high school level of language, math and reasoning skills anda minimum of 4 years current position-related knowledge and experience.
• Excellent internal and external customer service skills.
• Excellent written, verbal, and interpersonal communication skills.
• Self-motivated and self-directed. Ability to work independently and assume accountability for area of responsibility.
• Excellent analytical and problem-solving skills. Ability to generate and analyze research data, establish facts and draw valid conclusions.
• Excellent organization and time management skills and the ability to handle multiple projects.
• Ability to maintain accuracy and promptly complete duties with a high degree of attention to detail while meeting deadlines.
• Ability to protect and adhere to member privacy and confidentiality guidelines.
• Proficient in MS Office: Word, Excel, Windows, and Outlook; Internet;ability to adapt quickly to new technology.
• Ability to maintain confidentiality regarding Credit Union records and data.

Work Environment

Most work is performed in an air-conditioned and heated office environment with exposure to basic office equipment and typical moderate office noise.

Physical Demands

The physical demands listed and charted here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Candidates must be able to sit, stand, and walk on a frequent basis. Must be able to view and focus on a computer screen on a frequent basis. Use of hands and fingers on a frequent basis Ability to lift up to 10 lbs. on a regular basis and occasionally lift up to 25 lbs.

Required weight be to be lifted or force to be exerted while performing job.

Up to 10 pounds, Up to 25 pounds, Up to 50 pounds, Up to 100 pounds, More than 100 pounds.

Special vision requirements while performing job.

Looking at CRT, Color Vision (identify and distinguish colors), Peripheral, Depth Perception, Ability to Adjust Focus.