Description:
Job Title: Support Services Specialist
Report To: Support Center Manager/Operations Manager/ VP - Chief Operations Officer /EVP/President-CEO
Classification Code: Non-Exempt/Hourly
Grade: 5
Hours: Monday - Friday 8:30 - 5pm
Location: In-person at 13th Street
General Purpose
Provides support to the operation of the branches and back office by accurately performing non-sales processes in a timely manner. Responsible for the daily operations relating to the Overdraft Privilege Program Service. Must monitor the program on a daily basis and report findings, recommendations and results to Management.
Essential Duties/Responsibilities
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Accountable for tracking and verifying the accuracy of the ATM deposit reports to include exporting and assigning deposits to be reviewed.
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Reviews checks deposited into ATMs and placing the appropriate holds on accounts.
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Resubmits checks received from MAA, PTMs, branches and back office and resubmits for processing, as needed.
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Processes and posts payments and deposits received from membership along with miscellaneous requests received via mail.
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Follows up and/or corresponds with members and vendors as appropriate.
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Process returned mail.
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Performs quality control review of all credit union accounts.
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Responds to member emails received from the credit union website.
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Processes certificates by reviewing and maintaining reports associated with certificate renewal.
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Orders checks, processes cancelled checks, processes collection items, handles returned items, and processes checks taken from Federal Reserve deposits.
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Processes mail and email requests to reopen checking accounts, and processes requests to upgrade Basic Checking accounts.
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Maintains IRA files and proper reporting to Internal Revenue Service.
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Process and maintains stop payment requests.
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Monitors check printer and ensures MTS checks are mailed out in a timely manner.
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Handles and processes Credit Life, Credit Disability and Death Claims.
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Handles and processes Visa ALOCs for ordering and Authorized User forms for adding authorized users.
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Monitors safe deposit box reports, including delinquency notification to members and branch.
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Processes cross member transfer requests.
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Maintains and processes accounts, as directed.
20. Performs research and rescans check deposits associated with teller capture adjustments.
21. Resets ebranch and does bill pay research for branches.
22. Performs OFAC checks for non-member transactions and reports failures to management and compliance.
23. Monitors and reports ATM service issues and outages to MAA.
24. Processes Verification of Deposits.
25. Processes designated Crystal Enterprise member reports.
26. Processes mobile and edeposit checks through EZ Admin.
27. Reviews, assigns, and reverses Vanco deposits.
28. Responsible for securing titles for collateral on all credit union collateral loans.
29. Handles questions and problems regarding title information for members and employees. Processes special requests for title changes such as name and/or state change.
30. Retrieves auto loan data from PC system daily. Prints information for processing. Utilizes data to track titles and to ensure receipt of the titles.
31. Enters and maintains relevant collateral file information in a PC database for easy storage and retrieval.
32. Ensures registration upon receipt of title. Prepares title documents for transmittal and final delivery to Department of Motor vehicles.
33. Reviews titles from DMV and obtains matching files. Reconciles pertinent information and ensures accurate matching of data.
34. Remains current on changes within the legal, regulatory, economic, and competitive and technological environments that may affect areas of the department.
35. Increases relationships per member by promoting products and services that add value to the member and the credit union.
36. Monitors deceased member accounts and ensures accounts are closed to appropriate party within timely manner.
37. Monitors and assists members with CL/CD claims through TruStage.
38. Attends annual training on BSA/AML to remain current on any changes to these policies and procedures and remain compliant.
39. Completes SAN (Suspicious Activity Narrative) when applicable according to policies and procedures set forth by Kinetic Credit Union, in accordance to BSA/AML regulations, and turns over to appropriate parties in a timely manner.
40. Understands and adheres to all Bank Secrecy Act/Anti-Money Laundering policies and procedures set in place to ensure compliance.
41. Participates in the community involvement goals of the credit union.
42. Responsible for completing Information Security Awareness training as directed by management.
43. Responsible for complying with GLBA, Safe Act, Regs B, D, E, CC, Z and other regulatory requirements.
44. Processes Charge off’s of overdraft privilege accounts and Fresh Start Repayment Plans where payments have not been made.
45. Reviews accounts to determine if overdraft privilege will be restored after it has been suspended.
46. Performs account maintenance of overdraft limits and codes on new accounts greater than 29 days.
47. Serves as point of contact for all members (internal and external) in relations to the overdraft privilege program.
Additional Duties/Responsibilities
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Performs complex research account and loan discrepancies.
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Assists in the operation of the Communication Center, when needed.
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Assists with record retention, scheduling meetings, report preparation and correspondence.
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Applies for regular and replacement titles.
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Responsible for knowing all aspects of the credit union’s product line and services including rates, terms, and fees.
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Cross trains to perform other duties in department/credit union as needed or assigned.
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Responsible for improving performance areas noted in the Annual Review.
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Performs additional duties as directed by management.
Requirements:
Job Qualifications
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This position requires a high school diploma or the equivalent, and a commensurate level of language, math and reasoning skills.
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However, two or more years of experience in a comparable position may be substituted.
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Because work at multiple credit union facilities and other locations is involved, must have a valid driver’s license and an excellent driving record.
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High degree of mental concentration to interpret and act upon a wide range of situations.
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Must be detail-oriented with a strong focus on accuracy and quality.
Supervisory Responsibilities
Technology Requirements
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Employees must have a smartphone (iOS or Android) to access company applications for tasks and security purposes.
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Employees must install and use designated apps for access control and two-factor authentication to access company systems.
Work Environment/Physical Activities
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This role is primarily sedentary, involving desk-based work, extended periods of sitting, and frequent computer use.
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The employee is occasionally required to walk, reach, stoop, kneel, and must be able to lift, carry, bend, twist, and move items weighing up to 25 lbs.
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The ability to read small print and color vision may also be required.
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In addition, the employee must be able to work a flexible schedule, including Saturday and holiday hours.
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Job requires access to credit union’s network and core data processing system. Core system roles are assigned by Chief Operations Officer.
