Member Service Support Specialist (Onsite)

The Member Service Support Specialist is responsible for the structure, design, and implementation of the organization’s operational procedures in support of the member experience. Supports Branch and Call Center staff through the successful execution of back office retail support processes. Integral part of the Operations Support team, the Member Experience Operations Support Specialist is responsible for carrying out various functions to support the Member Experience channel.  

 

About Frontwave Credit Union:

Frontwave Credit Union is a member-owned not-for-profit financial institution serving San Diego, Riverside, and San Bernardino counties. Founded in 1952, we have grown to 13 branches with 120,000 members and manage over a billion in assets. At Frontwave Credit Union, we are focused on creating consumer solutions to provide our members and the communities we serve with products and services that enhance the quality of life for our members through exceptional service and the progressive application of technology.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Includes the following non-inclusive list. Other duties may be assigned. All duties are to be performed in compliance with applicable laws, regulations, and Credit Union policies and procedures to ensure quality Member Service.

• Consistently delivers exceptional internal and external team and retail service support via phone, text, mail or email based on the needs of the team and/or members.
• Train, general support and guidance for all aspects of member transactions to ensure following of the credit union policies and procedures is consistent no matter of the channel the member is engaging with.
• Identifies areas of improvement to increase efficiency, minimize losses, ensure compliance with policies, procedures, regulation and assist in the development of front-line training programs.
• Works with minimal amount of supervision and direction and is expected to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and internal protocols.
• Responsible for requests from both teams (Branches and Call Center) and members relating but not excluded to the following responsibilities:
  • Help desk for all branches and call center employees to guide them on any member and team impacting items that are related to the operations of the credit union.
  • Review, management and due diligence of vendor management and contracts including renewals, cancellations and new partnerships to streamline processes, increase efficiency and improve service to internal and external teams.
  • Testing of all core and non-core systems, including piloting, technical writing, workflow management and roll-out alongside cross-functional teams.
  • Oversees and processes all credit union mail correspondence and member requests.
  • Reviews business accounts and any other special accounts in the core systems for compliance and approval.
  • Processes check copy requests for Members and the CO-OP.
  • Oversees employee accounts, fee reversals and requests including account conversions at termination.
  • Reviews and process corrective IRS reporting including levies, subpoena, judgements and garnishments.
  • Oversees and properly administers the deceased membership process and file maintenance.
  • Processes insurance claims for all debt protections, mechanical breakdown protections and guarantees asset protections.
  • Processes any dividend and loan interest adjustments.
  • Follows the dormant and escheat regulatory procedures and policies.
  • Files, maintains and properly reports any escheat and unclaimed funds.
  • Supports all special accounts and respective file maintenance including trust, power of attorneys, fiduciary accounts, business accounts, representative payee accounts and any other types of eligible memberships.
  • Reviews and audits any NCUA Audit of protected funds.
  • Ensures compliances with W-8 BEN and any withholding reporting requirements to the Internal Revenue Services.
  • Perform all other duties as assigned by management

EDUCATION and/or EXPERIENCE:

• Associate’s Degree in Business, Finance, or Communications
• 3+ years of experience in financial institution retail operations
• 5+ years proven experience in a financial institution
• Equivalent combination of education and experience

Salary Range $26.63 - $39.94

When joining Frontwave Credit Union, you can expect to be a part of a workforce committed to the following Service Excellence standards:

• We see it. We own it. We get it done.
• We ignite positive experiences.
• We do things right every time.
• We are collaborators - united, cohesive and engaged
• We innovate and evolve.
• We create memorable experiences for life.
• We starts with me.