Role Summary:

The Operations Representative II will report directly to Operations Team Leader or AVP of Fraud and Operations Management and provide member centric service to internal/external partners and our members via phone, internet, and correspondence. This position handles a variety of member and internal department requests, such as correspondence, research and transactions.

 

What You Will Be Doing: Respond to member inquiries via all forms of member contact (branch, phone, internet, and correspondence) within the established service level agreements. Prepare and process wires in WireXchange. Coordinate with members to verify required information, following existing wire procedures. Answer internal department inquiries via phone and correspondence. Prepare and balance daily general ledger (GL) transactions. Review, archive and maintain documents according to the records retention management policy. Process returned deposit items and letters. Perform account administration including but not limited to new accounts, address changes, social security changes, levies, garnishments, subpoenas and other 3rd party information request, closed accounts. Scan and image incoming documents by work flowing items to correct queues. Handle incoming and outgoing exception and research requests. Process domestic and internal wire requests. Process Pay by Phone processing and exceptions. Process ACH exceptions and pre-authorized payment set-up for consumer transactions. Assist in the administration of specialty account tasks. Process reporting data to perform tasks and audit. Process the daily incoming and transit cash letter files from FRB, branch, and other remote sources daily, ensuring high balancing accuracy and timeliness. Administer Courtesy Pay Program including manage letter creation, reviewing aging reports/queues for offset funds, debit card revocation/reinstatement, charge off process in the Core system and subsequent reports. Assign charged off accounts to collection agency, enter negative data in ChexSystems and subsequent updates. Review accounts with high negative balances. Assist branches and members in day to day troubleshooting and questions. Handle W8BEN, DOR e-withholding, IRS Backup Withholding, SSI and Medicaid notifications. Research and resolve Fed check adjustments.

 

About You: Effective written and verbal communication skills. Ability to provide excellent member centric service. Proficient with MS Office Suite, reporting, and standard office equipment. Ability to identify needed process improvements, be innovative and communicate ideas and solutions to leadership. Ability to work in a fast-paced environment and multi-task without compromising work quality. Ability to prioritize and manage multiple demands effectively to meet or exceed Service Level Agreements. Ability to work solely or collaboratively while building positive working relationships. Able to work a flexible schedule according to business needs.