Support Specialist bei WECU

WECU is seeking a Support Specialist to join our Document Management team in Bellingham, WA. This individual will strive to make a difference in members’ lives as defined by WECU’s mission and vision.  Provides a high level of consistent service to our membership and staff.  Provides general credit union information, processes a wide range of operational transactions, research, and subpoena requests, initiates communication and follows up on Catalyst adjustments, balance transfers, Mantl applications, consumer and dealerships payoffs.   Projects a professional image and maintains confidentiality with all members sensitive data.

RESPONSIBILITIES:

Service Expectations

• Demonstrate core values: Show unwavering dedication to WECU’s Core Values and Organizational Behaviors including ‘Show Up to Serve’ by bringing enthusiasm to the role and treating each person professionally, with warmth, courtesy, timeliness and respect. 
• Timely and Responsive Support: Provides prompt assistance to WECU staff by addressing internal inquiries related to OnBase, Ensenta ATM check processing, returns, and credit union research. Support is delivered through multiple channels including phone, fax, email, ticketing system, and instant messaging.
• Member-Focused Service Delivery: Ensures consistent support to WECU members by meeting or exceeding established Service Level Agreements (SLAs) in all areas of responsibility. 
• Direct Member Engagement: Initiates and responds to member communications via phone and email when necessary to complete assigned tasks. Handles inbound member calls with professionalism and a focus on resolution and satisfaction.

Operational Activities

• Manages member outreach and application decisions within MANTL’s self-serve platform, ensuring timely onboarding of new accounts while actively safeguarding the credit union against potential fraud through vigilant review, monitoring, and resolution of flagged activity within established SLAs.
• Responsible for Return Check Processing for the organization including reviewing and decisioning off-us returned checks, resubmitting the item, or sending an Image Replacement Document (IRD) with appropriate correspondence to member.     
• Oversees all ATM related check processing, including decisioning member check deposits and balancing ATM check activity using Fed File, Visa DPS network, and Ensenta platforms. Ensures accuracy, identifies potential fraud or errors, and coordinates with internal departments to maintain secure and efficient ATM operations.
• Owns the resolution of all check-related errors across WECU (MDC, ATM, and branch), including rescanning Check 21 images, correcting non-conforming or duplicate items, locating and reorganizing missing or misbatched checks, resolving foreign draft discrepancies, and executing account corrections to ensure accurate member transactions and system integrity.
• Perform a variety of basic and specialized financial transactions and duties including, but not limited to overrides, balance transfers, subpoena tracking and billing, charge backs, loan and insurance payoffs, warranty refunds and GL balancing.
• Oversees visitor and vendor access to the Administration building, including badge issuance, log maintenance, and strict adherence to security protocols, while also managing the receipt and routing of incoming documents, supplies, and shipments to appropriate branches and departments, ensuring secure and efficient facility operations.
• Conducts detailed transactional and document research to support member and organizational needs, including but not limited to check images, statement requests, and loan documentation, ensuring accuracy, compliance, and timely resolution.
• Manages essential operational support functions such as processing incoming and outgoing mail, facilitating check orders and cashier check requests, and handling member correspondence for branches and back-office departments.
• Processes InfoImage returned statements, updates address changes and phone numbers to maintain member contact files for correct and current information.
• Oversees the organization’s Notary license program, including tracking active licenses, ensuring compliance with state regulations, coordinating renewals, and support staff in maintaining certification requirements.
• Completes asset verification requests from Social Security Administration and DSHS, along with verification of deposits from various other agencies for the credit union.
• Manages subpoena related research requests, including accurate tracking, documentation and timely billing. Ensures compliance with legal standards and internal procedures while maintaining confidentiality and attention to detail.
• Manages the Washington State Department of Revenue e-withhold file and oversees the daily processing of government levies and writs of garnishment from multiple collection agencies ensuring compliance with legal requirements and timely execution of member account actions.
• Performs other duties as assigned.

Security and Regulatory Duties

• Understand and comply with branch security procedures at all times.
• Employ sound judgment, maintaining knowledge of and adhering to all standards described in internal and external policies and procedures.
• Follow WECU’s policies and all applicable laws and regulations.

QUALIFICATIONS:

• High school diploma or GED required. 
• Minimum 6 months experience as a WECU Service Consultant or 1 year related experience in a similar role at a financial institution or 2 years professional experience in a relevant role. 
• Bi-lingual Spanish a plus.
• Must have demonstrated ability to interpret and explain credit union policy and transactions posted to members’ accounts and to adhere to policy.
• Ability to communicate both orally and in writing.
• Ability to organize and complete multiple jobs simultaneously.
• Ability to represent the credit union in a positive, professional manner in person, on the telephone, and in written correspondence.
• Ability to work well with others and determine when to refer a problem to someone else.

COMPENSATION:  

The salary range for this position is from $20.00 to $26.95 per hour.  

WECU provides a comprehensive benefits package that includes medical, dental, and vision benefits with premiums for employee coverage paid in full, 401(k) retirement plan with an 8% annual contribution from WECU, bonus plan, two or more weeks of vacation, up to 11 paid holidays, paid life and disability insurance, annual wellness benefit, loan discounts, professional development, and much more. 

ABOUT WECU:

WECU is a not-for-profit financial cooperative where members are encouraged to save and borrow responsibly at fair and competitive rates. Headquartered in Bellingham, WA, WECU has over 130,000 members and over $2.3 billion in assets.

It is WECU's mission to make a meaningful difference in the lives of our members. We strive to treat both members and staff with honesty and integrity and to be a socially responsible part of our community. WECU also endeavors to be an employer of choice.  

WECU is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.  We make employment decisions based on merit and qualifications and seek to have the best qualified person in every job.  WECU policy prohibits discrimination based on race, color, religion, creed, sex, gender, sexual orientation, gender identity, marital status, age, national origin, or ancestry, physical or mental disability, veteran status, genetic characteristics or information, or any other consideration made unlawful by federal, state, or local laws.