Operations Support Representative

Operations Support Representative

Formed in 1934, Telhio began as a credit union for Columbus Telephone Company (now AT&T) employees. Telhio now serves over 70,000 member-owners throughout central and southwest Ohio. As one of the largest credit unions in Ohio, Telhio is a strong financial institution that continues to serve its members through extraordinary service, innovative financial solutions and community involvement. After generations of service and growth, we never lose focus of our three core values - Caring, Commitment, and Integrity.

Position Summary:

The Operations Support Representative provides essential front-line and back-office support across Telhio Credit Union. This role is responsible for scanning and indexing critical documents for record retention, maintaining deposit and loan accounts, processing mobile deposits and online banking external transfers, managing legal documentation requests, and managing charge-offs. This position collaborates closely with departments including Accounting, Collections, Fraud, Risk, Legal, and IT to ensure high-quality service for both members and internal staff.

Success in this role requires thorough attention to detail, strong individual and team collaboration skills, and a deep commitment to member service and compliance.

• Index and scan teller transactions within 24hrs 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.

• Execute maintenance changes on consumer loans (e.g., rates, payments, due dates, interest corrections).
• 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 preauthorized 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.…