Senior Operations Services Specialist chez Premier America Credit Union

Description

Job Title:  Senior Operations Services Specialist

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!

Overview: 

Responsible for the operational duties of the credit union branches, operations services, virtual services, and member service areas, which require a higher degree of experience and skill set. Ability to identify problems and present solutions and improvise as needed. Effectively estimate and manage time spent on a variety of tasks. Communicate with ease across all levels of management, peers, teams, and departments. Ensure and maintain regulatory compliance and adhere to all Credit Union policies and procedures.

What You Will Do: 

• Executes complex consumer loan maintenance including recasts, interest adjustments, posting corrections. Reviews and authorizes due date changes, late fee waivers, and GAP (Guaranteed Auto Protection) adjustments and refunds. Provides analytical insight into recurring discrepancies and recommends process improvements.
• Oversees daily processing of incoming mail requests, including deposits, loan payments, and account closures. Ensures completeness, accuracy, and compliance with audit controls and retention requirements.
• Ensures all deceased account documentation is received, validated, and accurately processed prior to disbursement of funds or closure. 
• Provides guidance to branches on procedural requirements and ensures compliance with legal and regulatory standards.
• Prioritizes and fulfills Salesforce cases and emails assigned by the Contact Center,  branches, and internal departments. 
• Provides timely and accurate resolutions while maintaining a high standard of service quality. Monitors case queues and tracks completion metrics to ensure departmental efficiency, with a goal to maintain and/or exceed a 95% or greater Service Level Agreement (SLA) for all submitted cases. 
• Identifies recurring issues or bottlenecks and partners with management to implement process improvements that enhance turnaround time and member satisfaction.
• Serves as the primary subject matter expert for all IRA (Individual Retirement Account) products and processes, providing guidance and support to branches, contact center, and back-office staff. Opens and maintains Traditional, Roth, SEP, and Inherited IRAs, ensuring compliance with IRS regulations, NCUA requirements, and Credit Union policies. Processes complex transactions including Required Minimum Distributions (RMDs), death distributions, excess contribution removals, and IRS penalty adjustments. Reviews and validates beneficiary designations, contribution eligibility, and tax reporting corrections.
• Coordinates with Compliance and Accounting to ensure accurate year-end reporting and 5498/1099-R form generation. Researches and resolves member inquiries involving IRS correspondence or tax discrepancies and provide documentation to auditors or regulatorsas needed. 
• Monitors regulatory updates and recommend procedural or system enhancements to maintain compliance and operational efficiency.
• Reviews and processes beneficiary and tax documentation requests submitted to the department to ensure accuracy, completeness, and compliance with regulatory and internal requirements. 
• Updates account records only upon receipt of authorized requests from branches, members, or supporting departments. Ensures all changes are properly verified, documented, and retained in accordance with the Credit Union's policies and applicable IRS and NCUA regulations. Manages the W-9 (TIN mismatch) process from start to finish, including tracking forms, validating information, updating member accounts, sending follow-up correspondence, and issuing B-Notices. Ensures timely and accurate handling of IRS related notifications, maintains compliance with federal tax reporting standards.
• Leads or contributes to assigned projects supporting operational excellence, risk mitigation, and member satisfaction. Participates in cross-departmental initiatives and provides recommendations to enhance overall operational performance.
• Supports the Negative Shares desk in managing negative share queues. Executes placement of liens and block controls, prepares and sends notice letters, and monitors resolution of unpaid/paid Negative Shares. Recommends preventative actions to reduce operational loss exposure.
• Performs ACH originations, corrections, returns, notifications, and GL reconciliations.
• Monitors exceptions and ensures timely and compliant resolution according and internal policy.
• Completes daily department balancing and closing activities including exception reports, distribution check balancing, and processing of remittance and mobile deposit exceptions.
• Identifies patterns in recurring issues and recommends workflow improvements to enhance automation and efficiency.
• Reviews and validates mobile and ATM deposits, performing necessary adjustments (returns, holds, and corrections). 
• Serves as subject matter expert for escalations to Fraud, ensuring appropriate documentation and timely response to suspicious or high-risk activity.
• Assists with complex VOD requests, performing validity assessments to prevent fraud and protect member data. Ensures timely and compliant processing of external verification requests.
• Participates in testing and validation of Symitar updates and releases and other platforms workflows. Identifies system errors, tests results, and provides feedback to IT and project teams to ensure seamless implementation and user experience.
• Serves as an escalation point for the Operations Services Help Desk, providing technical and procedural expertise to resolve high-impact inquiries. 
• Coaches frontline and branch staff on best practices and system utilization.
• Establishes and maintains effective communication and coordination with Credit Union staff.
• Responds to internal and external inquiries and maintenance requests (e.g., answers emails, phone calls, and service events maintaining a high degree of integrity and respect for confidentiality and privacy of information.

Requirements

What We Are Looking For: 

• Three (3) to Five (5) years of similar or related banking experience, preferably with expertise in compliance and regulatory processes regarding retail banking operations.
• Excellent communication and public relations skills. Ability to work well under pressure. 
• Ability to use a personal computer and related software applications including Microsoft Word and Excel. Solid math skills and bookkeeping abilities. 
• High School diploma or GED

Premier America Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Equal Opportunity Employer – Veterans / Disabled

Drug-free Workplace

Pay Grade Info:

To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State.  We set standard pay ranges for all roles based on function and level of expertise, benchmarked against similar stage growth companies.  Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is: $27 - $34 / hourly.

Perks Important to You:

Our Team Members enjoy the following rewards and benefits:

· Competitive pay

· Subsidized health care including medical, dental and vision

· FSA and HSA

· Company-Paid Life and A&D insurance

· Discounts on loans (must be a member)

· Paid Vacation, Holiday, and Sick time

· 401k Retirement Saving Plan with a 6% safe harbor employer match

· Educational Assistance Program and more!

About Us:

Founded in 1957, Premier America is one of the nation’s largest credit unions, with over 100,000 members and more than $3 billion in assets. But more importantly, we are ever mindful of one crucial fact: we exist to serve the needs of all members - the owners of Premier America. With a large retail branch network, access to over 30,000+ surcharge-free ATMs; and the Shared Branch Network, Premier America provides financial services to those who live, work, worship or attend school in the Ventura and Los Angeles counties of California, and Harris County in Texas.

Credit unions, such as Premier America, have a rich history evolving from the idea that people working together can create better financial solutions, especially when as owners, members have a vested interest in their collective success. Whether offering higher savings rates and affordable mortgage options, loans for unexpected emergencies or financial counseling during difficult times, credit unions have always made a meaningful difference in the lives of members.