MS Operations Specialist - Waterford

Job Description:

PRIMARY FUNCTION:

Provide expertise and support for all areas of Member Service Operations (Branches, Contact Center, MSOS, and Business Services) as it relates to policies and procedures for all VACU products and services. Support VACU's strategic goals through active involvement in process improvements and efficiencies. Support VACU's commitment to quality service and the overall member experience both internal and external. Conduct MSOS branch audits. Provide suggestions for process improvements. Serve as back up to duties of the MSOS Operations team.

JOB DUTIES AND RESPONSIBILITIES:

• Act on behalf of Internal Audit and Security Operations to perform random branch audits to include negotiable items, cash, safe deposit boxes and other areas of branch operations to ensure compliance and adherence to policies and procedures

• Maintain and enhance a system for effectively tracking branch audits and results

• Deliver branch audit results in a timely manner to the branch management teams, Branch Area Management, Internal Audit, and Security Operations

• Understand, comply and assist with maintenance of effective operational policies and procedures

• Make recommendations on improved, cost effective service delivery methods while continuously looking for efficiencies in Member Services

• Assist MSOS with special projects to include, but not limited to branch openings and/or branch relocations

• Assist with all new device & technology implementation in the branches including testing, training, and support

• Subject matter expert on branch cash devices and branch cash management

• Subject matter expert in Operations with an emphasis in safe deposit boxes including compliance, reports, due diligence, collections and drilling

• Subject matter expert and maintains an excellent working knowledge of all share VACU products, services, policies, and procedures

• Maintain a working knowledge of branch operations and MS Operations manual maintenance and its continuity on the intranet

• Provide after-hours and Saturday support to all branch staff

• Develop, monitor and work MSOS reports to ensure compliance and adherence to policies and procedures

• Assist with system release and product testing for branches, contact center and MSOS. Assist with creating and maintaining test cases for system releases and new product implementations

• Supply purchase approver and back up to supply fulfillment for the 3rd floor at Waterford and vault supplies for the branches

• Back up to the unclaimed property process to include due diligence, reporting of any monies and/or tangible property, retention of documentation and submission of funds/property to the state by the deadline

• Consistently provide Quality Service to members and co-workers

• Demonstrates "The Four Key Basics"; Efficiency, Courtesy, Ownership and Trust

• Promote team accountability

• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.

• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.

• Report all Risk Management Policy violations in accordance with policy.

• Perform other duties as assigned

JOB QUALIFICATIONS:

Describe the specific knowledge and experience, skills and abilities, and education required to perform the job successfully. Job qualifications should relate to the job duties and reflect the requirements of the job, not the experience of the person in the job.

Knowledge and Experience: Extensive experience and demonstrated knowledge working in a financial institution and interpreting policies and procedures that enhance member services while mitigating risk. Possess public communication skills and knowledge of credit union products and services. Excellent PC knowledge and the ability to learn new operating systems as needed.

Skills and Abilities: Must have work schedule flexibility and the ability to frequently travel between VACU locations. Must have exceptional written and oral communication skills. Open minded, flexible to change, energetic, motivated, and creative. Ability to interact, collaborate and communicate on all levels including stressful and/or difficult situations with a calm demeanor. Possess strong organizational skills. Be able to handle functions in a timely manner. Must be a self-starter, self-motivated and have multi-functional abilities including applying critical thinking for finding efficiencies.

Minimum Education: High school degree required. College degree preferred.

PHYSICAL REQUIREMENTS: This job requires the ability to sit and/or stand for long periods of time and frequent periods of physical activity. This job requires occasionally lifting up to 25 pounds and/or up to 10 pounds frequently.

This position description is not a complete statement of all duties and responsibilities comprising your position. It contains only the facts necessary to evaluate your position on a fair basis.