Support Services Specialist II

Provides operational phone and email support to the branches, Member Service Center (MSC), Spectrum departments, and members when applicable. Completes additional department processes and tasks as assigned.

DIMENSIONS

Supports Branches, MSC, and Spectrum Departments:

Branches/Departments 46

Monthly Phone Support:

Approximately 700

Monthly Incoming/Outgoing Mail:

Approximately 2700

Monthly Email Incoming/Outgoing:

Approximately 1600

Supervisory responsibilities

The incumbent reports directly to the Supervisor/Assistant Manager, Support Services. There are no direct reports to this position.

NATURE & SCOPE

• Support branches, MSC, Spectrum departments, and internal and external members. Answers routine calls and emails regarding general operations policies and procedures. Processes transactions related to operations (i.e., IRA, dormant, consumer accounts, power of attorney, trusts, business accounts, and deceased).

• Provides digital support for Online and Mobile banking as needed.

• General knowledge and understanding of financial products and services (i.e., new accounts, fiduciary accounts, business accounts) with extensive knowledge in two of the following areas: power of attorneys, deceased accounts, trusts, or IRAs.

• Working knowledge and/or understanding of the following areas: the state of California or out-of-state escheats, tax reporting, and levies.

• Follows department and credit union service standards to provide exceptional, personalized service to internal and external members.

• Accurately processes department incoming and returned mail, including change of addresses, name changes, account vesting changes (including beneficiaries), closed account requests, check orders, and marketing exclusions (privacy notices).

• Performs file maintenance on decedent accounts received via incoming mail and/or deceased email notifications.

• Perform nightly department balancing, including check scanning and delivery of barcoded items to eDM.

• Performs other duties as required.

Education, skills, & abilities(qualifications and experience required for this position):

The Eight Superpowers

• Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
• Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
• Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
• Demonstrates grit, persisting in the application of knowledge, skills, and behaviors to achieve goals and address obstacles.
• Models’ intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
• Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
• Shares a diverse set of perspectives, work, and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respect and value the differences of others, including but not limited to national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.
• Values and shows appreciation for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility, and fairness. Makes each employee feel valued and supported for their unique qualities.

Other Education, Skills, and Abilities

• Requires a high school diploma or general equivalency plus a minimum of three (3) years of experience at a financial institution with at least one (1) year as a personal financial representative or a position equivalent to a support services representative, performing a wide variety of financial transactions.

• Skill and ability to operate standard business machines such as a computer, printer, fax, copier, telephone, and accompanying devices.
• Previous experience with Microsoft Office Applications (Word, Excel, and Outlook) is required.

• Ability to communicate effectively verbally and in writing.

• Excellent organization and customer service skills are required.

• Ability to remain focused and receptive to achieve the highest level of internal and external member service.

• Ability to work as a team, always displaying a positive and professional disposition.

• Ability to identify, evaluate, and offer solutions to internal/external member questions.

• Skill and ability to perform financial transactions with accuracy.

• Ability to multi-task and work under time constraints to meet work deadlines.

• Ability to analyze department processes to suggest ways to create efficiencies.

• Arrive for work on time, follow directions from management and/or department staff, interact effectively with co-workers, understand and follow department procedures, and accept constructive criticism.

MAJOR ACCOUNTABILITIES

• Supports branches, call center, and Spectrum departments with general questions regarding operations, policies, and procedures via phone and email communications.

• Accurately process and respond to incoming department mail including member correspondence per credit union policies, procedures, and regulatory guidance.
• Review and audit department reports as assigned.

Note: Staff is expected to perform various tasks, projects, and administrative duties as assigned.Management reserves the right to assign or change duties and tasks to this position at their discretion.Salary Range (hourly):

$22.6756 - $28.3445