Retail Operations Specialist

Company Description

STCU is consistently rated one of the top-performing credit unions in the nation, and has been named one of Fortune Magazine’s Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners, are committed to working hard, have a fun-loving attitude, and who want to make a difference in our members’ lives. We love people who share our core values: Joyfulness, generosity, belonging, goodness, and striving. We believe in being a force for good in the community, while helping members achieve their financial goals and dreams.

STCU offers excellent benefits:

• Paid time off—plus 11 paid holidays!
• Medical, dental, vision and life insurance
• Flexible schedules and remote-work opportunities
• Training and career development
• Success sharing plan
• 401(k) matching contributions
• Tuition reimbursement

An overview of the benefits can be found here.  
Salary range: $22.50 - $30.88 per hour

Job Description

The Retail Operations Specialist is responsible for providing first level support to retail teams for operational processes, procedures, and operational system support through phone, chat, email and help ticket channels. This position provides insight on trends in processing errors and comprehension of business rules. This position supports testing host and ancillary processing systems related to enhancements, defect fixes and system processes.

Core Job Requirements/Outcomes

• Minimize errors and assist retail teams in efficiently fulfilling member requests by providing advanced level guidance and solutions based on knowledge of systems, troubleshooting techniques, business rules and associated risks pertaining to teller, member service and lending operational processes and procedures.
• Assist in testing processing applications and platforms supported by retail operations by adhering to developed test scripts to identify bugs and application errors that would adversely impact retail teams and reporting results to System Administrators or project team members.
• Provide advanced level guidance on acceptability and validity of special account documentation by reviewing establishing accounts, subsequent situations for changes in principal’s situation (death, disability, etc.) and performing post account opening reviews to ensure proper documentation has been obtained and authority is clearly established within the documents.

Other Essential Functions

• Perform temporary system control changes and overrides by asking appropriate questions to ensure understanding of the situation and offering alternative solutions when applicable while adhering to established guidelines and identifying and mitigating risks associated.
• Effectively communicate with internal and external teams by engaging others and demonstrating STCU’s core leadership principles.
• Demonstrate advanced knowledge and understanding of control functionality and collaborate with team members to recommend changes to improve the experience of staff and members.
• Demonstrate advanced knowledge of processing applications and intricacies in order to troubleshoot issues and provide guidance on problem analysis along with appropriate resolutions.
• Review and communicate actionable requirements on assigned reports for accuracy in member data and organizational record keeping. Perform reviews of assigned processes and notify appropriate team members of errors and resolutions.

Qualifications

Education: High school diploma or equivalent required. Associates degree preferred.

Job Experience: Minimum of three years’ experience as a teller and/or new accounts/lending representative. At least one-year experience in a support role required. Previous experience mentoring other employees is preferred.

Software Skills: Demonstrated knowledge of Phoenix core system, Meridian Link (Deposit Accounts and Consumer) and OnBase.

Equipment Skills: Experience using and/or troubleshooting teller cash machines, cash advance terminals, instant issue printers and check scanners.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.

Travel Demands: