Operation Support Specialist

Role Summary

The Operations Support Specialist performs high-volume, day-to-day processing across consumer deposit accounts, digital onboarding, remote deposit capture, and transaction-level exceptions. The Specialist is a key operational partner to frontline teams and helps deliver accurate, complaint, and timely service across multiple intake channels.

The Operations Support Specialist performs high-volume, day-to-day processing across consumer deposit accounts, digital onboarding, remote deposit capture, and transaction-level exceptions. The Specialist is a key operational partner to frontline teams and helps deliver accurate, complaint, and timely service across multiple intake channels. The primary focus of this position is monitoring and managing online account opening and the mobile and desktop remote deposit capture platforms.

The role also supports deposit operations, operational reporting, employee inquiries, and designated special-account requests.

• Digital Account Opening & Member Onboarding
• Process new consumer account applications through Meridian Link from initial review through account setup and completion.
• Validate CIP/KYC information, identity documentation, application completeness, eligibility, and required disclosures.
• Review decisioning results and risk indicators, including OFAC, Chex Systems, identity verification, and potential fraud alerts, in accordance with established procedures.
• Communicate documentation needs clearly and advance applications promptly when member action is required.
• Submit, resolve, or esc­alate incomplete, unusual, or higher‑risk applications to the appropriate partner.
• Complete required account setup and quality‑control steps accurately within established service‑level expectations.

• Serve as an administrator for mobile and desktop remote deposit capture, including member registrations and deposit processing.
• Review deposited items for image quality, endorsement, negotiability, duplicates, dollar thresholds, and adherence to established guidelines.
• Monitor deposit activity for potential fraud, altered items, duplicate presentment, unusual patterns, and possible kiting activity.
• Approve deposits, place appropriate check holds, restrict platform access, or esc­alate concerns based on risk indicators and authority levels.
• Identify trends and take timely action to help prevent member impact and Credit Union losses.

• Process returned deposits, returned checks, deposit corrections, adjustments, and other routine exception items.
• Monitor and process operational reports, which may include large shared branch and ATM activity, share return deposits, Velera/shared branch adjustments, buy/sell activity, debit card round‑up, inactive money market, and open/close reports.
• Research discrepancies, document actions taken, and route complex or higher‑risk exceptions for review.
• Maintain accurate records and complete assigned queue work within established deadlines and service levels.

• Support the operations call queue and respond to internal requests received by phone, email, eFax, other approved channels.
• Troubleshoot systems and platform-related questions, provide guidance, and coordinate resolution with the appropriate teams when needed.
• Serve as an administrator or knowledgeable resource for designated platforms used by frontline employees.
• Build strong working relationships with branches, contact center teams, and internal business partners through responsive, solutions‑focused support.

• Support designated requests involving decedent accounts, levies, garnishments, and subpoenas in accordance with…