Account Operations Specialist

Description

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. This role supports the credit union’s daily operational activities and escalated requests by maintaining account integrity, resolving escalated issues, and partnering with internal departments to improve efficiency and reduce risk.

LOCATION:

Hybrid Schedule at Mountain America Center

9800 South Monroe Street

Sandy, Utah

SCHEDULE:

Hybrid Remote: Tuesday/Thursdays Required In Office

Monday-Friday 9am-6pm with Rotating Saturdays

To be effective, an individual must be able to perform each job duty successfully.

Review legal documents, perform audit and assist with updates to member profiles including: name changes, address modifications, and Tax Identification Number (TIN) corrections)
Perform account operation audits to ensure adherence to various regulatory requirements.
Review and validate acceptable forms of idneficiation 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 request in accordance with state laws and the 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
.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Minimum of two year of related experience in a financial setting

Education

Associate degree in business, finance, or related field OR

2+ years of experience in financial services

Licenses, Certifications, Registrations

CRCM certification preferred

Computer/Office Equipment Skills

Intermediate level skill for Microsoft Office (Outlook, Word, PowerPoint, Excel)
Experience using Microsoft Teams
Experience with core banking systems (Keystone preferred)

Language Skills

Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

Ability to work both autonomously and collaboratively in a fast-paced environment.
Intermediate professions communications skills (professional phone etiquette, clearly articulate information to others, quality interaction both in person and over the phone)
Advanced knowledge of Regulations pertaining to accounts and savings products in accordance with NCUA and CFPB
Problem solving skills- Effectively resolves escalations and identifies root causes of account issues
Meet productivity and service standard measurements
Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
Adaptive to change, responds positively to altered circumstances or conditions
Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
Exercises independent judgment within generally defined procedures and practices to identify a solution
Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.)

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift to 10 pounds occasionally and up to 25 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment