Operational Support Advisor bei Cornerstone Community Federal Credit Union

Position Summary:

The primary function of the Operational Support Advisor is to provide subject matter expertise to staff as it relates to CCFCU policies, procedures, products, and services.

 • This position could be part of the Friday and Saturday rotation schedules.

Essential Duties and Responsibilities: 

Responsibilities include, but are not limited to:

• Supports questions, provides guidance, recommends solutions to staff inquiries in a timely manner via phone, email, chat, etc.
• Investigate any issues that need additional research performed, including but not limited to: member issues, legal/compliance items, Share One, Meridian Link, Ascensus, etc.
• Guide staff through product features and functionalities as applicable.
• Gather staff feedback and share it with the leadership team as appropriate. 
• Identify staff needs and take proactive steps to maintain positive internal and external member experiences.
• Track the types of calls that are taken to determine gaps in current procedures and processes. Once determined, work with Operations Management to create, update and enhance these items as needed. 
• Be a resource for any questions related to policies or procedures.
• Collaborate with the training department on procedural enhancements.
• Review and provide guidance to staff and management on legal documents including power of attorney, restraints/levies, business ownership documents and IRA’s.
• Work closely with outside partners and vendors including but not limited to:   Compliance, Legal, Ascensus, Share One.
• Prepare, revise and update reports to be useful and efficient, and furnish reports to executive management as necessary.
• Work closely with membership officers to review and audit new and existing member accounts as needed.
• Maintain the new account report and follow up as needed with Membership Officers, MSR’s or Managers.
• Investigate teller differences when needed and provide findings to HR and Retail Operations Manager.
• Perform audit of daily/monthly operational reports including but not limited to: File Maintenance, Overrides, Deceased Accounts, OFAC Reviews, ETC 
• Support corporate project initiatives by assisting with research, system enhancements, create/update procedures, and a training plan.
• Ability to act as a peer level coach and mentor to the Operations team. This does not require direct management or supervisory responsibilities, rather this is meant to be a role that will share best practices, lead through example and through one-on-one mentorship with other members of the team/department.
• Assist with systems overrides to support the front-line team as needed
• Support lending questions, as needed.
• Other duties as assigned. 

Knowledge, Skills, and Abilities:

• Maintain above average knowledge of CCFCU policies and procedures.
• Maintain thorough knowledge of all CCFCU products and services.
• Maintain high level knowledge and understanding of legal documents including but not limited to power of attorney, business ownership documents and IRA’s.
• Deep understanding of how a credit union functions, and the value it brings to its member’s and community. This includes understanding of what a Cooperative is, as that is the business models of all credit unions. 
• Demonstrated experience gathering and interpreting information. 
• Ability to communicate effectively both orally and in writing and generate grammatically correct written reports, letters, memorandums, etc. 
• Excellent interpersonal communication skills and be able to establish working relationships and interact effectively with a wide range of individuals, members, and vendors.  
• Ability to solve problems and provide solutions to member issues.  
• Desire to build strong relationships with teammates, business partners and specialists through    collaboration. 
• Self-motivated, confident, and ability to multitask effectively. 
• Ability to exercise patience when handling difficult calls and situations.

Confidentiality:

Employees are required to maintain the confidentiality of all sensitive Cornerstone CFCU, member, employee, and proprietary information both during and after their employment. If an employee has a question about the confidentiality of a particular matter, they should consult with their Manager/Supervisor or Human Resources. Any violation of this rule may subject the employee to disciplinary action, up to and including termination of employment. 

Qualifications:

• High School Diploma required; Associate degree preferred. 
• 5 years’ experience within the Financial Services industry is strongly preferred. 
• 1 – 3 years of consulting / training skills with demonstrated ability to successfully educate applicable audiences.    
• Strong working knowledge of Microsoft Office, Word, and Excel.  
• Bondable upon initial employment and continue to be bondable throughout term of employment.  

Physical Requirements:

The functions of the position usually performed sitting but may require some amount of time standing. Some amount of stooping, kneeling, bending, crouching, lifting, walking, carrying and other movements may be required. Tasks involving working on a computer keyboard, typewriter, calculator, cutting, labeling and taping involve extensive wrist and hand movements. All individuals are required to be able to perform these movements without significant risk of injury to themselves or others. 

EOE Race/Sex/Vet/Disability
 Cornerstone CFCU is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
 Cornerstone CFCU is committed to diversity, and values the ways in which we are different