Operations Representative II

Role Summary

The Operations Representative II will report directly to the 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 inquiries 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 third‑party information requests, 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 continually 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…