Account Operations Specialist

Job Summary

The Account Operations Specialist is responsible for performing and overseeing a variety of complex account-related functions to ensure accurate processing, compliance with regulations, and high-quality service delivery to members.

Location:

Hybrid Schedule at Mountain America Center, 9800 South Monroe Street, Sandy, Utah.

Schedule:

Hybrid – Remote:
Tuesday/Thursday;
Required in office Monday‑Friday 9am‑6pm with rotating Saturdays.

• Review legal documents and perform audits to update member profiles including name changes, address modifications, and TIN corrections.
• Perform account operation audits to ensure adherence to regulatory requirements.
• Review and validate acceptable forms of identification for account servicing.
• Perform audits and reporting on Overdraft Privilege (ODP) and general membership activity.
• Research and resolve discrepancies related to account ownership, documentation or system errors.
• Provide escalated support for branches, call center, internal departments, and members regarding account operations.
• Prepare and fulfill member requested letters, including inmate correspondence and verificate of deposit requests in accordance with state laws and credit union policies.
• Participate in audits and examinations by providing required documentation and support.
• Recommend process improvements to streamline operations and enhance the member experience.
• Adapt to evolving digital platforms and assist in transitioning manual processes to automated workflows.
• Support implementation and testing of new account servicing tools and technologies.
• Stay current with regulatory changes and contribute to proactive risk mitigation strategies.
• Participate in cross‑functional initiatives to strengthen fraud prevention and identity verification processes.
• Assist in identifying trends and opportunities for process improvement based on member interactions.
• Contribute to training efforts for new team members and evolving procedures.
• Collaborate with internal teams to enhance member communication and streamline servicing touchpoints.
• Support initiatives aimed at improving accessibility and responsiveness in account servicing.
• Review account information and documentation to ensure accuracy to support data analytics and adherence to compliance requirements.
• Track and report errors to front line staff and credit union leadership.
• Review a variety of core data subsets to identify opportunities to gain efficiencies, improve accuracy, and improve experience.
• Maintain a system and process for account data consistency and accuracy.

• Minimum of two years of related experience in a financial setting.
• Associate degree in business, finance, or related field OR 2+ years of experience in financial services.
• CRCM certification preferred.
• Intermediate skill level with Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Experience using Microsoft Teams.
• Experience with core banking systems (Keystone preferred).
• Demonstrated ability to clearly express ideas, methodology, results, and recommendations verbally and in writing.
• Strong communication skills for stakeholders at all levels.
• Ability to work autonomously and collaboratively in a fast‑paced environment.
• Advanced knowledge of regulations pertaining to accounts and savings products in accordance with NCUA and CFPB.
• Problem‑solving skills and effective escalation resolution.
• Self‑starter with strong organizing and time‑management skills.
• Adaptive to change and responsive to altered circumstances.
• Willingness to learn and continually update knowledge of financial concepts and systems.
• Independent judgment within defined procedures to identify solutions.
• Excellent interpersonal skills and ability to lead and collaborate with ad‑hoc teams.
• Data analytics and data validation skills, proficiency in business data analysis (MS Excel, etc.).

Ability to sit, talk, and hear consistently; stand, walk, and use hands to handle or reach occasionally. Vision requirements: close vision at 20 inches or less; distance vision at 20 feet or more. Ability to lift to 10 pounds occasionally and up to 25 pounds occasionally. Environmental: typical office with moderate noise.

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.