About Us
Midwest Community Federal Credit Union is a member owned and controlled financial cooperative whose members share in the profits and benefits of the organization. We are the power of 14,000 consumers in Northwest Ohio working together to achieve their financial goals and dreams. Our credit union exists for the purpose of building lifelong trusted relationships by providing personalized financial services. This is our mission statement, and we live by it.
Position Summary
The Assistant Back Office Operations Manager works directly under the Back Office Operations Manager to support the day-to-day execution of the credit union’s digital channels, payments processing, debit card program, and staff training functions. This is a hands-on, working supervisory role: the incumbent performs and troubleshoots transactions and processes directly, covers front-line escalations, and helps train and coordinate staff. The role is designed to build bench strength across all four functional areas, ensuring operational continuity when the Manager is unavailable and providing a natural development path toward future operations leadership.
Key Responsibilities
· Provide day-to-day monitoring and first-level troubleshooting of online banking, mobile banking, chat, and text banking functions.
· Resolve escalated member and staff issues related to digital enrollment, login, and transaction errors; log and track recurring issues for the Manager’s review.
· Assist with user acceptance testing for digital platform updates, patches, and new feature releases.
· Assist with the processing and balancing of daily ACH files, exceptions, and returns under established procedures.
· Assist with the processing of outgoing and incoming wire transfers, applying dual-control and OFAC screening procedures.
· Support day-to-day monitoring of RTP and FedNOW transaction activity and settlement, escalating anomalies to the Manager.
· Maintain accurate payments processing logs and assist with preparation of materials for audits and exams.
· Oversee day-to-day debit card servicing, including issuance, activation, reissuance, limit changes, and dispute/chargeback intake and processing.
· Monitor card fraud alerts and ensure first-response action is taken per established procedures; escalate significant fraud trends to the Manager.
· Serve as a point of contact for frontline staff questions on card procedures and system functionality.
· Help develop and deliver training sessions and job aids for digital channels, payments, and debit card procedures.
· Support onboarding of new employees on back-office systems and procedures.
· Track training completion and gather feedback to help the Manager refine training content and delivery.
· Serve as backup to the Back Office Operations Manager for routine operational decisions and staff coverage.
· Help maintain up-to-date procedure documentation across all functional areas.
· Assist with gathering data for KPI/KRI reporting and month-end operational reporting.
· Identify process gaps or inefficiencies and recommend improvements
· Other duties as assigned.
Compliance and Regulatory Awareness
- Understand and adhere to credit union regulatory, operational, payment, card, digital banking, and internal control requirements.
- Participate in periodic compliance, security, and job-related training as required by the credit union.
· Adhere to organizational policies and procedures and comply with applicable Bank Secrecy Act, OFAC, NACHA, wire, card network, and digital banking requirements.
· Maintain audit-ready documentation for digital channels, payments processing, debit card servicing, training, and operational reporting.
· Support readiness for internal audits, external audits, regulatory examinations, and operational reviews.
· Identify, escalate, and help resolve operational exceptions, control concerns, member-impacting issues, and process risks.
Qualifications
- Associate’s or Bachelor’s degree in business or related field preferred; equivalent experience will be considered.
- 2–4 years of credit union or bank operations experience, ideally spanning digital banking, payments, or card services.
- Exposure to ACH, wire, or instant payment processing, including RTP or FedNOW, is a strong plus.
- Solid working knowledge of core banking systems and digital banking platforms.
- Understanding of basic NACHA, wire, and card network procedures, or demonstrated ability to learn quickly.
- Strong attention to detail and comfort working within dual-control and audit-driven processes.
- Clear communicator, comfortable training and coaching frontline staff.
- Organized and able to manage multiple recurring deadlines, including daily processing cutoffs and settlement windows.
- Strong problem-solving skills
- Excellent communication and interpersonal skills
- Ability to multi-task and work in a fast-paced environment
Work Environment & Requirements
- Full-time position with standard Monday–Friday business hours; occasional evening or weekend availability may be required for system maintenance windows, time-sensitive issues, or incident response.
- Standard office environment.
- Occasional travel to branch locations to support training delivery.
- Ability to sit for extended periods and use standard office/computer equipment.
- Require pushing, pulling, standing and the ability to lift 60 pounds
- A consistent, professional, and positive image within the workplace is required.
- A high degree of confidentiality is required.
ADDITIONAL EMPLOYMENT INFORMATION
- Midwest Community Federal Credit Union is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination and harassment. All employment decisions are based on qualifications and business needs.
- All applicants must be legally authorized to work in the United States. Employment is contingent upon verification of eligibility.
- Offers of employment may be contingent on successful completion of a background check in accordance with applicable laws.
- This job description outlines the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required for the position. Duties may change based on business needs.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Education:
Experience:
- Lending: 1 year (Required)
Ability to Commute:
- Defiance, OH 43512 (Required)
Ability to Relocate:
- Defiance, OH 43512: Relocate before starting work (Required)
Work Location: In person
