Description

Purpose

This role is responsible for overseeing the development and centralizing the Operations Services department function. This role is responsible for providing excellent back-office support to members by processing account transactions, managing member accounts, researching and investigating member and bank inquiries, managing the ACH file process, and working cross-functionally with departments, to ensure compliance requirements are met and risk is mitigated. This will be a “working manager role” and will need to roll up the sleeves to perform tasks outlined below.

A high-level overview of the Operations Services department includes the support of member accounts, ACH; Share Drafts/returns, Bill Pay, Automated Teller Machines (ATMs); debit and credit card portfolios; Zelle, Bill Pay, IRA, and other payment services functions.

Organizational Standards

An enthusiastic, detail-oriented, roll-up the sleeves attitude, self-motivated, team player to represent our credit union with members, prospective members, other staff and the community of Downey; while exercising sound business judgment, maintain a professional appearance and displaying a positive attitude.

Primary Responsibilities

The Operations Services Manager, under the direction of the CFO will oversee the Operations Services team with various assignments. Primary responsibilities include, but are not limited to, the following:

• Oversees the development and cross-training of the Operations Services staff.
• Oversees the account services function of the department, including levies, subpoena, garnishments, verifications of deposits, escheatment and dormant accounts, incoming and returned mail, address changes, and deceased accounts.
• Mentors and assists team members with researching and resolving issues and work flows ensuring duties are completed with operational, compliance, and regulatory guidelines.
• Assists staff with researching, analyzing, and responding to difficult situations within the allotted time frames per all applicable regulations including VISA regulations, Reg E, UCC, etc.
• Streamline and automate processes and ensure current written procedures for the functions of this position are maintained to increase efficiencies.
• Remote Deposit Checks (RDC) and ATM deposits to ensure timely processing and review of risk factors.
• Manage the ACH origination, processing, exceptions, and settlements.
• Initiate and follow up on correspondences to facilitate investigations and recover funds.
• Monitors and investigates fraudulent activity through various channels. Implement new fraud detection strategies, weighing risk versus efficiency and member service.
• Process member research request (i.e., statements, check copies, etc.).
• Creates and conducts training and periodic updates on money movement topics for member facing departments.
• Oversees the operational aspects and regulatory compliance of the IRA portfolio, ensuring all staff and member questions and concerns are addressed.
• Ability to perform as a backup for all operational tasks in the department such as: ACH, drafts, RDC, debit and credit cards.
• Wire processing for members and internal departments, as needed.
• Maintains up to date knowledge of the policies, procedures, rules and regulations that govern Credit Union Operations.
• May serve as Alternate BSA Officer and backup for CTR and SAR filings as well as routine FinCen 314(a) verification.
• Actively participates in internal and external educational programs, schools, or conferences to continually develop greater knowledge and expertise. Take initiative for personal career development, as well as development of staff, and seek opportunities to learn new skills. Completes mandatory training, as necessary.
• Willingly participates in at least two DFCU sponsored or supported, community or employee events on a volunteer basis annually.
  
  

Requirements

Education and Experience

• Three to five years of financial services experience working with operations/electronic services methods, dispute processing and systems.
• Two years of experience on a supervisory level or above, with a proven track record of leadership and staff development.
• Strong knowledge of credit union products, services, policies and procedures.
• High school diploma, GED or equivalent. Two-year college degree or equivalent preferred.
• Understand basic accounting principles.
  
  

Other Skills And Abilities

• Strong knowledge of compliance regulations applying to Regulation E, Regulations CC and funds availability, UCC, NACHA rules, and Regulation D.
• Knowledgeable of Visa DPS and VISA Operating Rules, BSA, Red Flag/ID Theft requirements, and US Patriot Act.
• Knowledgeable of Symitar Episys is highly desired.
• Intermediate knowledge of Microsoft Office products Word and Excel.
• Organized, efficient, self-disciplined, and team oriented.
• Excellent interpersonal skills to maintain positive and productive working relationships with all departments and management.