Operations Support Specialist

General Purpose

ILWU Credit Union is searching for an Operations Support Specialist to work in our headquarters office located in the Bixby Knolls area of Long Beach, California. This position will be responsible for responding to all correspondence directed to the Operations department via telephone, mail, and email. The Operations Support Specialist will have responsibilities in the areas of card services, collections, auditing, and electronic services.

This position becomes a union position after successful completion of 90 days of employment.

Essential Responsibilities & Duties

1. Assist in processing daily credit and debit ACH files, Share Drafts, returns, DNE notifications, and Bill Pay transactions.
2. Assist in processing IRD (substitute drafts) and other returned items.
3. Review and decision ATM and Mobile (RDC) deposits.
4. Assist with sending large item notifications to other financial institutions.
5. Assist with reviewing and approving P2P and external transfer requests including exceptions for transaction limit adjustments and fraud.
6. Assist with reviewing, approving, and deleting digital payments requests.
7. Process non-fraudulent and fraudulent disputes, issue provisional credit, submit documentation to 3rd party vendors, send resolution letters, and process adjustments.
8. Review and resolve Visa CAMS (Compromised Account Management System) alerts, FALCON alerts, FICO Card Alert Services alerts, and Verified by Visa (3DS) notifications for possible fraudulent transactions, compromised cards restriction and member notification.
9. Assist with reviewing and approving online wire requests.
10. Audit loan file maintenance, contact changes, name and SSN changes, name and joint, negotiable items charge off shares, and dormant activity reports.
11. Audit and monitor daily Member Services items including new accounts, account number changes, deceased accounts, share rate files, card maintenance, authorization to pay forms, written statement of unauthorized debits (WSUD), ACH, and Share Draft stop payments.
12. Process CPI-Allied addons and refunds for collateral loans.
13. Review and process GVS alerts forwarded by Compliance.
14. Order cash and coin deposit pick-up for branches and ATMs.
15. Support Accounting department with G/L balancing for Operation’s general ledgers.
16. Assist in processing, auditing and monitoring IRA account documents, transaction authorizations, and annual reporting to ensure reporting and compliance accuracy.
17. Assist in processing monthly IRA RMDs (Required Minimum Distributions) and follow-up with members on distribution elections.
18. Approve 3rd party vendor letter files or process letters for new membership, new loans, overdraft privilege, dormant accounts, negative shares, charge-offs, paid-off loans, and card re-issues.
19. Assist with processing or reversing monthly fees for dormant and escheated accounts.
20. Maintain knowledge of Unclaimed Property Law (Escheat) and assists in reporting and mailing unclaimed property notices to members.
21. Process monthly loan and share draft charge-offs and report to Board of Directors
22. Post payment arrangements for charged-off loans and shares.
23. Assists with verifying new memberships and submits to Accounting Department for inclusion in monthly Board packet.
24. Assist in resolving emails and escalated calls from the frontline to the Op. Support Department.
25. Recommend improvements, actions or changes to processes to increase efficiency and quality services.
26. Validate information for new credit card loans, order cards and process type changes and increase, expire, and adjust limits.
27. Process the Credit Card overlimit and Credit Balance reports and send letters to members.
28. Process Rewards cashback exceptions.
29. Review, issue, and reissue daily and monthly card PINs, and returned-notification reports.
30. Create credit card loan exception approval letters and gather required disclosures to mail to members.
31. Process credit card pay-offs and closures.
32. Post payroll for select locals.
33. Review system for possible transaction reversals and post debits and credits.
34. Assist with overseeing the processing of Trusts, Power of Attorney, Custodian, Organizational, Deceased, and Captain’s Club account conversions.
35. Assist with compiling and mailing documentation requested in the subpoena process.
36. Assist with reviewing, gathering documentation, and debiting or crediting accounts through levy processing.
37. Assist with processing negative share accounts– including suspending, revoking, and re-instating the Overdraft Privilege service.
38. Perform specific and delegated duties as assigned.