Operations Support Specialist

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Operations Support Specialist

ACCOUNTABILITY STATEMENT
The Operations Support Specialist is responsible for providing timely assistance and high-quality service to employees and escalated members to support member financial needs in the supported subject areas. The Operations Support Specialist handles escalated member issues and complaints, including taking ownership, documenting research, tracking resolution, and communicating with members. The Operations Support Specialist provides cross-functional expertise to improve the speed of resolution of complex issues across the supported areas.

ESSENTIAL RESPONSIBILITIES

• Rapidly and independently resolves routine issues including possessing expertise relating to personal, business and specialty accounts and servicing, records, retail support, electronic payments, ACH, plastics and reward programs, and digital services, including Online & Mobile Banking.

• Handles complex and non-routine issues via phone, email, CRM, and chat, including regulatory and non-regulatory complaints. Only escalates to appropriate Subject Matter Experts when essential to the resolution of the concern.

• Takes inbound member escalations and uses each member interaction to enhance member experience by listening attentively, determining the need or desired outcome, and using de-escalation techniques including taking ownership, empathy, and reflexive listening, particularly following an error or poor service experience.

• Educates and empowers employees in every interaction, including helping employees navigate knowledge articles (VyGuide), Frontline Communications and SharePoint sites.

• Creates deceased worksheets and supports Deceased Concierge queue after hours and during high volume times.

• Triages fraud calls to determine if the call requires engagement from a Fraud Investigator and handles fraud calls that do not require a Fraud Investigator.

• Exercises great judgment and discretion and works with independence to accomplish tasks.

• Identifies and communicates to management when process improvements, repeat issues or new concerns arise to ensure they are escalated for resolution to appropriate business owners or technical departments. May work to address these issues or partner with the appropriate business owners or technical departments to provide examples and collaboratively address issues or improve processes.

• Performs other duties as assigned.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

• Focus Focus your full attention by carefully listening to and observing your client or member.

• Connect Consistently be friendly and approachable. Demonstrate you care.

• Understand Listen empathetically and ask questions. (70%/30%)

• Counsel Recommend solutions based on your client’s or member’s needs and objectives.

• Advance Ensure that member's expectations were exceeded. Verify necessary follow-up action.

JOB QUALIFICATIONS

EDUCATION

• High school diploma or GED is required.

• Associate degree is preferred.

EXPERIENCE

• One year of experience at a financial institution or similar industry in one or more of the following areas is required:

  • Retail (Branch or Contact Center)

  • Employee Help Desk, Escalations or Frontline Supervisor

  • Collections

  • Financial Institution Operations or Electronic Payments

  • Digital Banking (online, mobile, P2P payments, digital wallets, etc.)

  • Training Department

• One year of experience talking to and assisting members in an inbound phone queue, meeting adherence and quality standards, preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Able to work a schedule that includes evening and Saturday hours.

• Interpersonal skills and willingness to assist employees at all levels in a positive, encouraging, and productive environment.

• Strong written and verbal communication skills with the ability to articulate complex ideas, explain multi-step processes, and use de-escalation techniques to communicate clearly in a professional manner on the phone, in person, via email or chat using proper etiquette.

• Motivated, committed to accuracy, detail-oriented, able to problem-solve, use critical thinking, and manage responsibilities in an organized and efficient manner.

• Ability to work independently and manage time effectively in a minimally supervised environment.

• Proficient in use of Microsoft products, including Outlook, Word, Excel, CRM Dynamics and SharePoint, preferred.

• Proficient in VyStar front-office systems, including ATLAS, Client Workstation, Quick Assist, Compass, WAC, Okta, Image Centre, and Laserfiche, preferred.

• Comprehensive knowledge of VyStar Member Experience business objectives, products, services, policies, procedures, systems, pricing, general practices and applicable regulations, preferred.

• Strong technical understanding and ability to troubleshoot problems related to digital banking services, including with various web browsers and mobile devices.

• Understanding of banking products and services, including the ability to calculate daily simple interest, review and discuss credit reports, loan applications, adverse action letters, and loan servicing issues.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources