Operations support Representative

Position: Operations support Representative

Location: 601 Park Avenue, Hamilton, OH

Job : 1061

# of Openings: 1

Telhio is a credit union serving over 70,000 member‑owners. Established in 1934, it offers financial solutions across central and southwest Ohio with core values of Caring, Commitment, and Integrity.

The Operations Support Representative provides front‑line and back‑office support across the credit union, responsible for scanning and indexing critical documents, maintaining deposit and loan accounts, processing mobile deposits and online banking transfers, managing legal documentation requests, and charge‑offs. The role collaborates closely with Accounting, Collections, Fraud, Risk, Legal, and IT to ensure high‑quality service for members and staff.

• Index and scan teller transactions within 24 hours of receipt.
• Scan and index loan documents, member applications, and internal documents for record retention.
• Re‑index documents as needed to ensure proper filing and retrieval.
• Prioritize daily work, ensuring teller transactions are completed within required time frames.
• Create and follow scanning procedures to ensure consistency and support training.

• Process core database ticket requests and document all file maintenance changes.
• Review and process mobile deposit submissions.
• Monitor online banking external transfers for fraud and verify new ACH setups with members.
• Communicate with members via secure messaging regarding mobile deposit and external transfer activity.
• Assist staff and members with online banking and bill payment issues, including third‑party coordination.
• Answer daily calls from retail staff regarding member issues.
• Partner with internal Fraud and Risk divisions to support the detection, escalation, and resolution of suspicious account activity.

• Perform updates on business and consumer share accounts (e.g., rate adjustments, deposit corrections).
• Process daily and monthly charge‑offs for consumer and business shares and loans.
• Manage Trustee/Chapter 13 recovery payments in coordination with Collections.
• File payment protection claims with third‑party providers.
• Manage the accurate disbursement of funds for approved claims and process corresponding refunds.

• Review and process legal documents (garnishments, subpoenas, tax levies, child support) within required periods.
• Conduct audits of various activities to ensure accuracy and compliance.
• Respond to internal inquiries regarding account and payment issues.
• Ensure data security and privacy practices are upheld.
• Assist IRA Specialist with deceased account maintenance.

• Address member sign‑on issues and research platform discrepancies.
• Process pre‑authorized transfer requests submitted via core database.
• Manage return mail.
• Manage seasonal address changes to ensure proper mail delivery.
• Process home equity payoff quotes from external institutions.
• Fulfill call center mail requests via core database ticketing system.
• Manage check fraud alerts via third‑party system.
• Complete online Social Security and Asset Verifications.

• Ensure timely completion of daily/monthly reports and reviews.

• Participate in ongoing training to stay current on credit union updates and regulations.
• Provide timely, accurate support to internal staff.
• Demonstrate professionalism in communication, appearance, and conduct.

• High School Diploma or Equivalent. (Required)
• Associate or bachelor’s Degree (Preferred)
• 1‑3 years’ experience in:
  Back Office Operations, Call Center, or as a Retail Banker (Required)
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and collaboratively.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word)
• Strong research and problem‑solving skills
• Ability to multitask and prioritize.
• Telhio applicants must be able to pass a background check including credit, drug screen, bondability, and criminal background.

• Competitive…