Current Openings

Operations Support Specialist

Status: Non-Exempt

Location: Valencia

Reports To: VP, Member Service & Compliance/Operations Dept.

Pay Range: $19.36/hour – $29.04/hour

Job Summary:
This position primary’s responsibility is to provide support to both internal staff members, members and potential members in a “back office” environment. The Operations Support Specialist will serve as a liaison between the member and the Credit Union and provide administrative account support by phone, email, online and/or in-person. The Operations Support Specialist provides support to the VP, Member Service & Compliance to ensure daily seamless operations are achieved.

Essential Job Functions:
Essential Job Functions:
• Account administration for Individual Retirement Accounts (IRAs), trust accounts, power of attorney, decedent accounts, etc.
• Process transactions for IRAs, share certificates, savings and checking accounts.
• Processing of all account legal documents such as, levies, subpoenas, garnishments, decedent accounts, etc.
• Follow-up on any irregularities that come from newly opened accounts identified through ChexSystems/Verafin reports. Works with Branch Managers to resolve any issues that may arise from these irregularities.
• Process payroll deductions exceptions (LACERA and LA County).
• Responsible for the daily review of quality and internal control reports.
• All BSA/Verafin review and processing.
• Reviews various fraud prevention reports to monitor member account activity and conducting investigations, contacting member when necessary and changing member access status through the debit card and ATM networks as indicated.
• Title management; releasing and perfecting liens via electronic management system.
• Conduct share and loan corrections.
• Provides necessary support to branch and various departments in correcting posting errors, questions and clarification relating to existing policies and procedures, dealing with requests to add new or, change existing policies and procedures.
• Process all Credit Union returned mail. Conduct onboarding for all new accounts.
• Participate in the operational testing, reporting and communications necessary for system upgrades, new products, procedure/process changes.
• Prepare and present branch operations reports covering all areas of branch operations such as call center, loan referrals, etc.
• Provide support and assistance to call center (i.e. call back to members, processing call center transaction requests, etc.).
• Perform a variety of administrative duties related to member service and branch operations.
• Travel to DMV office(s) to process and ensure DMV vehicle registration and title transfers are performed in accordance to Credit Union procedures. Must have a valid driver’s license and own reliable mode of transportation.
• Project a professional and positive image of the Credit Union always.
• Process member transactions efficiently, accurately and in a timely manner including funding loans and completing all (required) related documentation.
• Responsible for the quality and accuracy of all worked performed.
• Maintain current knowledge of Credit Union products, services, policies and procedures.
• Resolve complex member account issues.
• Comply with all applicable laws, regulations, and Credit Union policies and procedures, and ensure compliance with all governing regulations, including but not limited to: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truth-in-Savings and Fair Credit Lending Practices.
• All other member services and lending back office related duties as assigned by VP, Member Service & Compliance.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:
• High School degree or equivalent.
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment. Must be able to routinely perform work on a computer for an average of 6-8 hours per day.
• Advanced math and problem-solving skills required.
• Possess a well-rounded knowledge of Credit Union policy and procedures.
• Ability to effectively present information and respond to questions from management, members, vendors and the general public.
• Previous consumer lending experience is highly desirable.
• Minimum of 3-years member services or operations role experience in a Credit Union or, financial institution is highly desirable.
• Ability to provide meticulous attention to detail, and concern for accuracy and consistency in results.
• Ability to work independently or within a team to accomplish goals and objectives.
• Strong organization skills with the ability to handle multiple responsibilities with conflicting priorities.
• Proficient in all legal aspects of account management (e.g. trust, power of attorney, etc.)
• Must be capable of regular, reliable and timely attendance.
• Must be able to effectively handle multiple, simultaneous and changing priorities.
• Must be bondable.
• Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) Laws and Regulations, as they pertain to federal guidelines and internal policies and procedures.

Essential Physical Demands on the Job:
1. LIFTING Lift up to 30 pounds.
2. CLIMBING/BALANCE. Steps or stair climbing, balancing required.
3. STOOPING/BENDING OVER Occasional is unavoidable.
4. STANDING/SITTING Choice of standing, leaning or sitting while working.
5. REACHING Occasional overhead as well as horizontal.
6. HEARING Hearing required to service members.
7. SPEAKING Cultural/regional accents acceptable.
8. VISION Corrected vision 20/20.
9. COLOR VISION No particular color vision requirement.

Essential Environmental Demands on the Job:
1. INSIDE/OUTSIDE Inside environment only.
2. COLD/HEAT General air conditioned environment.
3. WET/DRY Not unusual moist/dry environment.
4. NOISE/VIBRATIONS Light background noise.
5. HAZARDS Non-hazardous environment.
6. FUMES/DUST/ODORS Normally controlled environment.

Member Service Representative I (MSR)

Status: Non-Exempt

Location: Cerritos

Reports To: Branch Manager

Pay Range: $15.47/hour – $23.20/hour

Job Summary:
This position is a “front line” representative of POPA Federal Credit Union, whose main responsibility is to interact and develop long term profitable relationships with our members by determining the member’s financial needs and presenting and selling the member on the best financial solution for them. The MSR I will serve as a liaison between the member and the Credit Union; provide account information by phone or in person, as well as information on the full range of products and services; has the ability to identify and cross-sell multiple products and services; as deem necessary by management, regular travel between POPA FCU branches may be required to fill staffing needs; open accounts for members, interview, and professionally handle the member’s daily needs; provide a variety of transaction services to members including loan processing, closing, and disbursal.

Essential Job Functions:
• Project a professional and positive image of the Credit Union at all times.
• Handle large call volume, while providing excellent member service at all times.
• Assist members with a wide range of transactions, card issues, general loan and account inquiries.
• Perform member transactions which include but are not limited to: posting deposits and withdrawals (including sizeable cash payments), check cashing, loan payments, transfers, issuance of cashier checks/traveler’s checks/Credit Union checks.
• Maintain confidentiality of Credit Union and member records during and after employment with POPA FCU.
• Balance cash, checks and perform all end-of-closing functions in accordance with Credit Union policies and procedures.
• Respond to members’ inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance.
• Open new accounts and service existing accounts; set up new account files and provide members with all necessary information for membership.
• Perform various account file maintenances (e.g. account data changes, check orders, card orders, etc.).
• Assist and educate members on account products including Individual Retirement Accounts (IRAs), share certificates, savings, and checking accounts.
• Proficient in all legal aspect of accounts management (e.g. Trust, Power of Attorney, etc.)
• Process incoming mail (e.g. deposits, account updates, etc.)
• Process check orders, stop payments, fraud claims, photocopy orders, signature cards and other counter forms.
• Promote Credit Union products and services based on member’s needs that are obtained from member interviews and/or review of member’s account.
• Maintain current knowledge of Credit Union’s products, services, and marketing promotions.
• Travel to other POPA FCU branches as required, to fill staffing needs at all branch locations.
• Service and balance ATM and coin machines (as applicable).
• Process applications for consumer loans.
• Create, process, and fund loans.
• Comply with all regulations and laws and ensure compliance with all governing regulations, including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and Customer Identification Program (CIP)
• All other duties as assigned.

Knowledge, Skills and Abilities:
• High School degree or equivalent.
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment.
• Basic math skills required.
• Availability for any branch assignment is required
• Previous consumer lending experience is highly desirable.
• Minimum of 2 years member services experience in a Credit Union or, financial institution is highly desirable.
• Must be bondable. May be required to qualify as a notary public.