• Support Service Specialists

    Posted: 11/17/2022

    THIS POSITION IS FULL TIME- INCLUDING ROTATIONAL SATURDAYS - 40 hours per week.

    Overview:

    Support Service Specialists support credit union operations by monitoring various reports, using analytics and accounting information to ensure compliance, accuracy and authenticity of member account information. The essential duties of this postion may be performed in part as assigned by manager or in totality based on the needs of the department and team coverage.

    Essential Functions and Responsibilities:

    • Support the Call Center phone queue by receiving incoming calls to the credit union. Assist members with inquiries, process financial transactions with accuracy and handle complaints or issues by providing resolution. When necessary, using effective probing techniques redirect the call to the appropriate person or department.
    • Review and respond timely to member written correspondence via online banking, email and mailed requests.
    • Analyze various reports daily, weekly or monthly or on assigned intervals to ensure compliance, member data security and processing accuracy. Report review may include but not limited to: Ticking Reports for ATM and debit card transactions; fraud alerts; debit card alerts; debit card re-issues; person-to-person and account-to-account reports, core account and card reports, ATM deposit reports, bill payment and picture pay reports; and remote deposit capture data.
    • At a minimum of twice daily, check for incoming wire transfers and process accordingly.
    • Process Skip Pays daily to ensure timeliness and avoid processing errors.
    • Review and audit eDeposit a minimum of twice daily for compliance and necessary adjustments.
    • Receive and post time-sensitive ACH files each morning and afternoon within specified timeframes and guidelines.
    • Analyze data to ensure protection from fraud: suspicious activity, transactions, adjustments and chargebacks. Assist members with the resolution process.
    • Achieve quarterly individual, team and business goals for new checking accounts and expense efficiency as established. Present and cross sell GHS products and services to best meet member needs; if necessary refer to the appropriate department or teammate.
    • Process deposit returns/chargebacks to member accounts.
    • · Resolve problems or discrepancies concerning member accounts; if appropriate suggest other products and services to meet their needs and resolve issues. If needed, refer them to appropriate office or staff.
    • Employees with shared responsibilities in Support Services and Member Services will also be required to support MSR functions. Daily lunch relief and/or backup coverage for MSR Team by accurately processing member transactions such as deposits, withdrawals, loan payments, automated teller transactions, night deposits and mail deposits. Obtain and process information required for the purchase of negotiable instruments such as corporate checks. Verify cash when exchanged with members, during transactions and when sold or purchased from the vault. Inspect all checks being deposited or cashed to assist with eliminated risk of loss due to fraud. Apply holds per policy guidelines. Balance currency, coin and checks in cash drawer daily at end of shift to proof transactions. Follow proper cash handling guidelines.
    • Perform other duties as assigned

    Performance Measurement:

    Performance will be measured on tangible measurable objectives noted above and as assigned as well as demonstrated skills and behaviors.

    • Achievement of personal, team and business goals as established.
    • Will be measured on adherence and compliance with credit union procedures as outlined in GHS Internal Control Policy. This includes but is not limited to: accurate transactions and all processes and steps outlined in internal controls.
    • Member interactions based on observations and feedback.
    • Timely and successful completion of assignments and training.
    • Personal and professional development initiatives taken and as assigned.
    • Adherence to company policies, procedures and confidentiality of employee and member information.
    • Meet or exceed performance sales goals as established by manager and CEO.
    • Respond to internal and external correspondence within 24 hours. Answer telephone calls within three rings and respond to all messages within two hours. Follow through. Ownership and accountability.
    • Support the GHS Brand and community awareness with support of GHS initiatives on site and through volunteer activities.
    • Responsiveness to internal and external correspondence and inquiries. Maintain a professional work environment and business like appearance.

    Knowledge, Skills and Abilities:

    Experience: Must have a minimum of six months previous teller, cashier or similar

    related work history that includes sales, customer service and cash

    handling skills. Previous person to person, call center or office phone

    experience preferred.

    Education: A high school education or GED is required plus the required experience is required. An Associate Degree is preferred.

    Interpersonal: Engaging, personable individual who is committed to providing the highest level of service

    to our members. This position involves contact with others inside and outside the organization and requires professionalism, courtesy, finesse, tact and diplomacy. This position requires the ability to engage and influence others by building rapport. Must demonstrate clear verbal and written communication. Knowledge of credit union product and services.

    Other Skills: Must be able to operate a 10-key calculator or keypad on keyboard. Computer skills to include Internet research, typing, data entry and knowledge of Microsoft Office applications.Must be quality focused, organized and have the ability to multi-task. Must have the ability to handle high call volumes and sensitive and confidential information. Must have exceptional conversational and problem solving skills.

    Physical Demands: The physical demands described here are representative of those that must be met by an

    employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of the position, the employee is regularly required to stand or sit, use hands and arms to reach, and hands and fingers to feel. The employee is regularly required to talk, hear and communicate with members. The employee periodically stands, walk, reach, stoop, kneel, crouch or squat and use the stairs.

    Employees must regularly lift and/or move up to 10 pounds. Periodically lift and/or move 20 lbs. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

    Work Environment: Employees are required to contribute to positive work environment and demonstrate the

    credit union brand of “The Relationship of a Lifetime” by demonstrating GHS Service Standards of customer focus with positivity, personal ownership and accountability, clear and positive communication and responsiveness. Collaboration, consistency, and respect, trust and demonstration of integrity are some of the professional behaviors regularly required.

    This job description is intended to be a guide and may not be all encompassing or may amend/modify as business needs change.

    GHS is an equal opportunity employer. At GHS, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. GHS believes that diversity and inclusion among our teammates is critical to our success and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

    Job Type: THIS POSITION IS FULL TIME- INCLUDING ROTATIONAL SATURDAYS - 40 hours per week.

    Job Type: Full-time

    Pay: $15.00 per hour

    Benefits:

    • 401(k)
    • 401(k) matching
    • Dental insurance
    • Employee assistance program
    • Flexible spending account
    • Health insurance
    • Health savings account
    • Life insurance
    • Paid time off
    • Tuition reimbursement
    • Vision insurance

    Schedule:

    • 8 hour shift
    • Day shift
    • Monday to Friday
    • Weekend availability

    Education:

    • High school or equivalent (Preferred)

    Experience:

    • Banking: 1 year (Preferred)
    • Customer service: 1 year (Preferred)

    Work Location: One location