Operations Support Specialist

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Operations Support Specialist

ACCOUNTABILITY STATEMENT Provides expertise service to member-facing employees for operational support related to payments, deposit servicing, plastic card management and digital services to include Internet and Mobile Banking as well as all electronic services offered to members. Makes recommendations to management for potential operational, training, or technical improvements to progress the member service experience through the supported area functions. Support area includes digital banking (online and mobile applications), payments (ACH - Automated Clearing House, debit and credit cards) and operations. Provides rapid real-time resolution for employees assisting members and improves troubleshooting efficiencies by reducing the number of tickets opened for technical research. The result of the position is providing cross-functional expertise to improve the speed of resolution across the supported area. This individual will be expected to work collaboratively within the team as well as demonstrated ability to work independently in a minimally supervised environment.

ESSENTIAL JOB FUNCTIONS

• Act as liaison between member-facing employees and internal payment and operations support departments.
• Provides consistent expertise with and answers questions relating to:
• Deposit account types (checking, savings, IRA's, CD's, etc.), ACH (Automated Clearing House) transactions, check negotiability, credit, debit and prepaid cards and reward programs and digital banking (online and mobile) and other digital services used by members within VyStar's digital environment.
• Escalates complex inquiries to the appropriate individuals and departments; track resolution and communication back to original inquirer.
• Identify and communicate improvements based upon experience to management.
• Notifies management of any issues or concerns that need to be escalated for technical resolution to internal technical departments.
• Communicate employee training opportunities to branch and call center supervisors, as applicable.
• Performs other duties as assigned.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

Ø Focus Focus your full attention by carefully listening to and observing your member.

Ø Connect Consistently be friendly and approachable. Demonstrate you care.

Ø Understand Listen empathetically and ask questions. (70%/30%)

Ø Counsel Recommend solutions based on your member's needs and objectives.

Ø Advance Ensure that member's expectations were exceeded.

EDUCATION, EXPERIENCE AND JOB REQUIREMENTS

Education

High School Diploma or its equivalent required; Associates Degree in a business-related field is preferred.

Experience

Up to 3 years of experience at a Financial Institution or similar industry and in at least two of the following categories is preferred:

• Deposit Operations or Item Processing
• ACH Operations
• Retail Branch or Call Center Operations
• Credit or Debit card programs and related features
• Digital Banking (online, mobile, person-to-person payments, digital wallets) i.e. Internet Banking Support

Knowledge, Skills, and Abilities

Must have a deep technical understanding of and ability to troubleshoot complex problems related to digital banking, including web browsers and related configurations (cookies, cache settings, privacy settings, versions, etc.), mobile devices, related operating systems and applications (Android, Apple, etc.). Must be proficient in use of Microsoft Office Suite and all member-facing administrative systems.

Must have interpersonal skills, and enjoy talking and assisting employees, members, on the phone and through other technology, such as email or chat. Must demonstrate the willingness to assist employees in an encouraging and productive environment.

Must be able to listen, use reflective listening, and communicate clearly in a professional manner on the phone, in person or via email or chat using proper etiquette. Must be able to respond to emails, chats and calls in a phone queue with expected service levels and guidelines. Must demonstrate the ability to achieve standardized Quality Assurance minimal scores and receive feedback from random survey's that request comment from employees that receive assistance from this team.

Must be a motivated, committed to accuracy, detail oriented, able to problem solve and use critical thinking, and manage a myriad of responsibilities in an organized and timely manner.

Must maintaining strong working knowledge of various regulations such as Regulation D, Regulation CC, and Regulation E .

Maintain a thorough knowledge of credit union services, pricing, policies, procedures, training materials and general practices.

DISCLAIMERS AND WORK ENVIRONMENT/PHYSICAL DEMANDS

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.