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Online Service Specialist I

Golden 1 Credit Union

This is a Full-time position in Fresno, CA posted June 11, 2021.

JOB TITLE: Online Service Specialist IDEPARTMENT: Online New AccountsSTATUS: Non-ExemptJOB CODE: 1205GENERAL DESCRIPTION:

Responsible for the fulfillment operations for new accounts originating in the digital channel. Keen eye for detecting suspicious activity and initiative to investigate potential fraud. Engages in interactions that ensure Golden 1 members encounter a positive experience beginning from new account origination through finalization and funding. Proactively engage with members to identify products and services designed to assist them in achieving their financial goals. This position corresponds effectively and professionally to enhance the onboarding process.TASKS, DUTIES, FUNCTIONS:  

  1. Responsible for the fulfillment operations for new accounts originating in the digital channel.
  2. Engages in interactions that ensure Golden 1 members encounter a positive experience beginning from new account origination through finalization and funding. 
  3. Engage with members and consumers to identify and uncover needs and provide solutions that will enhance each member’s financial wellness and document in EnAct. 
  4. Identifies opportunities to help members relative to Golden 1 product or service offerings and documents in EnAct system. 
  5. Processes and audits financial transactions. 
  6. Identify and investigate unusual or suspicious Xpress Account applications, and the document findings in a UAR submitted to Verafin. 
  7. Identifies and report fraudulent activity to management and Financial Investigations dept., in accordance with current procedures to prevent potential loss to the credit union. 
  8. Manage the Maestro New Account queue and mail out required documentation to prospective members and new members within regulated timeframe.  
  9. Responsible for member screening and submitting fraud alerts when applicable. 
  10. Comply with all internal audit findings, online account opening rules and BSA requirements as it relates to opening a new account. 
  11. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy, anti-money laundering laws, OFAC and FACTA. 
  12. Identify problems that create inefficiencies and recommend operational improvements within all areas of online account opening processes. 
  13. Communicate with branches, Home Loans and other back office departments and research and resolve complex issues that prevent account opening. 
  14. Assist BSA with fraud activity and investigate suspicious activity and report accordingly. 
  15. Manage multiple internal queues and maintain service levels and regulatory requirements.  
  16. Audit various operational documents and reports to ensure proper procedural compliance, accuracy and authenticity. 
  17. Assist in Service Pack/Meridian Link validation, Xpress Account testing and other system enhancements. 
  18. Review and process membership cards received by mail and open new accounts using on-line systems. 
  19. Manage the Xpress Account queue and respond to all service requests keeping in line with service level performance standards. 
  20. Effectively profile and document in EnAct along with following a re-occurring scheduled follow up process.
  21. Audit and verifies signature cards in ECM (Enterprise Content Management). 
  22. Ensures confidentiality of all member and credit union information. 
  23. Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures. 
  24. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. 
  25. Assumes other responsibilities as apparent or assigned.  

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

  1. Must be able to effectively communicate both orally and in writing to discuss Golden 1 products and services with members and potential members and to resolve member concerns and conflicts.  
  2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.  

COMMUNICATION & INTERACTIONS: 

  1. Interacts professionally with peers, members and business partners. 
  2. Communicates in a professional manner (proper grammar, punctuation and tone) in both written and verbal communication.  
  3. Effective listener. 
  4. Communicates with empathy.  
  5. Associates member needs based on conversation to G1 products and services. 
  6. Overcomes basic objection or resistance through conversation.  
  7. Works as part of a team.  
  8. Accepts constructive feedback positively and utilize it to help personal and professional development.  
  9. Ability to have a consultative dialogue by asking effective questions and connecting to answer to solutions offered by G1.  
  10. Communicates the ”why”, not just the ”how” or ”what’.  
  11. Overcomes member objections and resistance with a calming and reassuring presence.   
  12. Demonstrates polished communication skills, e.g.: Speaks clearly and confidently; Communicates in a clear and concise manner; able to convey complicated information in an understandable manner to the audience. 
  13. Demonstrates networking skills, e.g.:  Asks effective questions and processes answers; speaks with sincerity; uses positive language; makes friends—not contacts; follows-up on networking conversations.   

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

  1. INTERNAL: Participates in team meetings.  Frequent routine and complex verbal and written communication with the following departments:  Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, MSSI Training, Loan Processing and Underwriting.  Internal conversations are more research focused (e.g., fraud avoidance and account research) 
  2. EXTERNAL: Corresponds effectively and professionally in consultative conversations with Golden 1 members and prospective members via Web Messages, e-mail and telephone.

QUALIFICATIONS

  1. EDUCATION: High School or GED required. 
  2. EXPERIENCE: Minimum two plus year of prior experience in a banker role at another financial institution or customer relationship building role preferred, plus 1 year as a Member Service Specialist II or teller role at Golden 1 or another financial institution preferred. 
  3. BEHAVIORS:  
    • Fosters a positive and engaging work environment. Treating others with courtesy and respect. Assuming Positive Intent in all communication.
    • Inspires others through words and actions and embracing G1’s mission, vision and core values. 
    • Displays positive, outgoing, and empathetic attitude. 
    • Punctual and reliable. 
    • Results-orientated. 
    • Takes on any task required to meet or exceed all team objectives. 
    • Takes the initiative to identify, investigate and resolve complex member issues, including operational and support situations. 
    • Willingness and flexibility in taking on new responsibilities as business requires. 
    • Willingness to learn and master new and emerging banking technology. 
    • Presents Golden Service (Internal/External). 
    • Keen eye for detecting suspicious activity and initiative to investigate potential fraud.
    • Good organizational skill, including the ability to prioritize daily activities and multi-task to complete assignments.
    • Display strong attention to detail in working and investigating files with emphasis on deadlines.
  4. KNOWLEDGE/SKILLS:    
    • Functional:  Excellent oral and written communication skills. Advanced knowledge in the following areas:  Federal Rules and Regulations as applied to credit unions, G1 products (consultative), deposit fulfillment (with Sub shares) and Fulfillment, Deposit Services, Lending Services, employee handbook, Knowledge Base (G1 policies and procedures), teamwork, and customer service.  
    • Technical: Basic knowledge in the following systems/applications:  Microsoft Office (Word, Excel and Outlook), eFunds, Bridger, Springboard, DSUI, Xpress Account, HRIS (ADP), Concur, Relationship Manager, Meridian Link / Loans PQ, DMV, Equifax, OFAC, DSUI, EnAct, ECM, Ensenta, OSI, Fiserv/CWS.  

PHYSICAL REQUIREMENTS: 

  1. Prolonged sitting throughout the workday with occasional mobility required. 
  2. May be required to work off-hours when conducting service pack validation and testing.
  3. Ability to frequently move about the office to accomplish tasks.  
  4. Corrected hearing within normal range. A telephone device to enhance hearing will be provided if needed.  
  5. Corrected vision in the normal range.  

LICENSES/CERTIFICATIONS:

None

Other details Job Family Non-Manager Job Function Non-Manager Pay Type Hourly

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