At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
The Operations Representative II will report directly to Operations Manager/Team Leader. This position handles a variety of member and internal department requests, such as correspondence, research and transactions. The individual will have a wide-ranging job knowledge and has demonstrated the ability to handle responsibilities in this role in addition to the Operations Representative I role. The individual in this role provides high quality service to members and others who may use the credit union services and products. They will provide courteous and professional service to members and coworkers and perform all other related duties as assigned. Specific job functions will vary depending on the area of focus within the Operations department.
Respond to member inquiries within the established service level agreements (SLAs)
Research complex inquires with guidance from leadership and Sr. Operations Representatives
Answer internal department inquiries via phone and correspondence
Complete Cases and/or Service Desk tickets within SLAs
Review and archive branch and member documents for auditing and retention purposes.
Audit per requirements within the department area
Review and verify various department reports
Must understand and perform Bank Secrecy Act (BSA) functions as applicable to job responsibilities
Handle DOR e-withholding along with SSA and AVS notifications
Perform account administration including but not limited to new accounts, address changes, social security changes, levies, garnishments, subpoenas and other 3rd party information request, closed accounts
Assist in the administration of specialty account tasks
Prepare and balance daily general ledger (GL) transactions
Process returned deposit items and letters
Process the daily incoming and transit cash letter files from the Federal Reserve Bank (FRB), branch, and other remote sources daily, ensuring high balancing accuracy and timeliness
Research and resolve Fed check adjustments
Process ACH exceptions, error files and rejects
Ensure ACH disputes are resolved promptly within the designated timeframe
Set up and cancel ACH Originations for consumer transactions
Work with leadership to provide ongoing process improvements and continue to review processes to find efficiencies
Image documents and index them accurately into the record retention program
Handle incoming and outgoing exception and research requests
Process reporting data to perform tasks and audit
Attend credit union training sessions, webinars, or conferences as approved by management.
Ability to provide excellent member centric service
Ability to identify needed process improvements, be innovative and communicate ideas and solutions to leadership
Ability to work in a demanding environment and multi-task without compromising work quality
Ability to prioritize and manage multiple demands effectively to meet or exceed SLAs
Ability to work solely or collaboratively while building positive working relationships
Practice critical thinking to mitigate fraud/losses to protect our member’s and CU’s assets
Possess skills required to communicate to members, the public, and colleagues effectively and professionally
Maintain knowledge of laws, rules, regulations, policies, and procedures which impact assigned responsibilities
Maintain a clear understanding of data processing menus, activities and processing
Maintain general knowledge of other organizations within the credit union. Have a general knowledge of all service products offered by the credit union to accurately answer questions from members and staff
High School diploma or GED equivalent required
A minimum of one (1) year of relevant experience, preferably within a credit union environment
Financial Institution accreditation is preferred
Ability to work a flexible schedule according to business needs
Some travel may be necessary to fulfill duties, career development, and training
Proficient with standard office equipment, Microsoft Office programs; familiarity with data processing and standard reporting programs
Ensure sensitive data is protected with the highest standard of security and confidentiality
Display mutual respect, trust and dignity, acting in the best interest of the credit union, lead by example by displaying solid ethics and integrity
