Job Description
The DEPOSIT OPERATIONS REPRESENTATIVE II is responsible for providing payments/operations and dispute resolution support to all employees. This position performs entry and intermediate level payment, card disputes, and operational tasks such as wire processing, check and ACH exceptions, garnishments, and death claims, as well as contributes to the overall goals of the department and credit union.
CORE JOB REQUIREMENTS/OUTCOMES
- Perform daily tasks by adhering to documented procedures, accuracy standards, and established deadlines to maintain regulatory compliance and prevent losses to members and credit union.
- Duties may include but are not limited to the processing of subpoenas, check adjustments/share draft fraud processing, tasks within assigned queues, investigation of card disputes, transaction disputes on deposit accounts, chargebacks, incoming and outgoing wires, item repair/non post processing for ACH/checks, garnishments and levies, Department of Revenue e-Withholds, returned checks, death claims, remittance and credit card exceptions.
- Assist on departmental projects by completing assigned tasks, to include member communication, training of staff, and core and vendor systems testing scenarios to identify gaps and recommend changes for process improvements.
- Perform primary telephone support by adhering to all service level agreements and assist members and employees through all support channels with professionalism, compassion and respect.
- Escalate critical issues/requests to Specialists, Senior Specialists or managers as needed to ensure timely resolution.
OTHER ESSENTIAL FUNCTIONS
- Perform additional duties as required for the efficient operation of the department and the credit union. This includes providing back up support for daily departmental processes or desk duties when needed.
- Maintain knowledge in and adhere to policies, recommend procedure changes and process improvements in order to support the strategic goals for the department and the organization overall.
- Solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment.
- Attend STCU provided Continuous Improvement trainings.