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:

1. Respond to member inquiries via all forms of member contact (branch, phone, internet, and correspondence) within the established service level agreements.
2. Prepare and process wires in WireXchange. Coordinate with members to verify required information, following existing wire procedures.
3. Answer internal department inquiries via phone and correspondence.
4. Prepare and balance daily general ledger (GL) transactions.
5. Review, archive and maintain documents according to the records retention management policy.
6. Process returned deposit items and letters.
7. Perform account administration including but not limited to new accounts, address changes, social security changes, levies, garnishments, subpoenas and other 3^rd party information request, closed accounts.
8. Scan and image incoming documents by work flowing items to correct queues.
9. Handle incoming and outgoing exception and research requests.
10. Process domestic and internal wire requests.
11. Process Pay by Phone processing and exceptions.
12. Process ACH exceptions and pre-authorized payment set-up for consumer transactions.
13. Assist in the administration of specialty account tasks.
14. Process reporting data to perform tasks and audit.
15. Process the daily incoming and transit cash letter files from FRB, branch, and other remote sources daily, ensuring high balancing accuracy and timeliness.
16. 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.
17. Handle W8BEN, DOR e-withholding, IRS Backup Withholding, SSI and Medicaid notifications.
18. Research and resolve Fed check adjustments.

About You:

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

What You Will Need:

1. High School diploma or GED equivalent.
2. Financial Institution accreditation a plus.
3. One to three years similar or related experience, preferably in a credit union environment.
4. Some travel may be necessary to fulfill duties, career development, and training.
5. Proficient with standard office equipment, MS software programs; familiarity with data processing and standard reporting programs.
6. Ensure sensitive data is protected with the highest standard of security and confidentiality.
7. Must understand and perform Bank Secrecy Act (BSA) functions as applicable to job responsibilities.
8. Attend credit union training sessions, conferences, or seminars as approved by supervisor. Maintain awareness of policies and regulations related to duties and responsibilities.
9. 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.
10. Maintain a clear understanding of the data processing menus, activities and processing.
11. Display mutual respect, trust and dignity, acting in the best interest of the credit union, lead by example by displaying solid ethics and integrity at all times. Control risk and manage operations in a safe and sound manner.

Our Team Member Value Proposition:

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year of Paid Time Off – Plus 10 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Salary Range:

$21.74-$32.61

Get wise to what’s possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment credit/background check.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity (gesa.com)