MEMBER SUPPORT SENIOR SPECIALIST

Overall Accountability of the Position-Accountable for:

• Contributing to the evolvement of STCU's culture and strategic vision; the achievement of organizational goals; and supporting and emulating the Core Values
• Utilizing technologies to conceive, create, develop, deliver, train and support programs in the member support functions, such as ACH Origination, for STCU and Service Bureaus; ensuring compliance
• Collaborating with Business Services and other departments to ensure smooth and accurate processes for the ACH Origination program
• Acting as liaison with ACH sub-origination companies and vendors, such as the Federal Reserve Bank and Goldleaf Technologies.
• Providing support, solutions, and consulting that enhances service and business development activities of other departments*Attaining/maintaining AAP Certification and improving job skills and knowledge in member support functions and processes
• Providing project support and consulting that meets the needs of STCU
• Ensuring compliance in member support functions
• Fostering and maintaining constructive relationships
• Providing effective leadership which results in a positive work environment and high-performing, cohesive teams

Basic Role

20% Individual and Team Development

1. Dedicate time for self development and AAP Certification attainment/maintenance.
2. Provide coaching to team members to continually increase competency, and promote team depth and unity.

50% ACH Origination

1. Collaborate with Business Services Department to set-up, train and maintain positive relationships with Business Account Members for ACH Origination Credits and Debits.
2. Serve as liaison to build and maintain relationships and resolve issues relating to ACH Origination between Credit Union and sub-origination companies/members.
3. Create, deliver and maintain contracts and training materials for ACH Origination and Timesaver Transfers; resource STCU Training Department
4. Process, load and run the ACH Originations daily; balance applicable GL's.
5. Provide internal consulting that supports the ACH Origination/Timesaver needs of other departments
6. Explore all features of the Goldleaf software for additional service capabilities; recommend additional opportunities and strategies.

30% Member Support Performance

1. Identify and recommend support and solution strategies that meet the organizational goals and objectives
2. Other Duties as assigned and rotated
   

Job Relationships:

This position reports directly to the Member Support Manager and has day-to-day contact with members, vendors, other credit union staff and management.

Job Qualifications:

• Two year university program certificate; working towards AAP Certification or 3 or 4 years related experience and/or training; or equivalent combination of education and experience.
• 1-3 years of prior ACH Origination program experience with current compliance knowledge.
• Acts in accordance with the Basic Principles of Leadership:
  A) Focuses on the issue, situation or behavior, not the person
  B) Develops and maintains constructive relationships
  C) Takes the initiative to make things better
  D) Leads by example
  E) Maintains the esteem of others
  F) Thinks beyond the moment
• Ability to effectively present information and respond to questions from groups of managers, member, other employees, and the general public.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Use of the following instruments, equipment and software will be necessary in order to perform the tasks and duties related to this position: Fedline Advantage; Goldleaf; Microsoft Office products; Financial Services Platform, and office equipment such as printer, FAX machine, copy machine, personal computer and calculator.
• Ability to plan and work in an organized manner, coordinating multiple projects.
• Accurate typing, ten-key calculator, and computer competency required.
• Proficient in basic mathematics; bookkeeping or accounting experience helpful.
• Must be self-directed and motivated, detail-oriented and creative, with the ability to work independently.
• Ability to work with members, staff and vendors tactfully and professionally.
• Meets physical requirements of the job as described:
  ~ Sitting or standing for long periods of time
  ~ Ability to speak, hear and see
  ~ Ability to operate a computer and mouse
  ~ Some lifting (typically not more than 25 pounds)
  

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