Patelco Credit Union

  • Operational Support Specialist

    Job Locations US-CA-Pleasanton
    Req No.
    Regular Full-Time
  • Overview

    In this role, responsibilities will include performing back office duties in support of the branches, call center, and support services. The individual will provide superior service to members both external and internal and via remote channels. The successful candidate will be detail-oriented, highly-organized, and have the ability to communicate with tact and professionalism.


    • Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving.
    • Aptitude for critical thinking and problem solving and ability to maintain/follow up and meet critical dates and deadlines as assigned.
    • Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems.
    • Provide support to internal team members through inbound helpline calls and help ticket requests and complete within established service levels
    • Provide support to Operational Support Department with additional research requests such as deposit check copies, account research, and account adjustments
    • Provide quality service excellence to members and internal team members by responding to Help Line calls and Help Desk Tickets within service level expectations
    • Identify and recommend ways to continuously streamline or improve the work process and/or the work environment, including procedure updates and revisions.
    • Comply with all federal and state laws, as well as organizational policies, procedures, and processes, including (but not limited to) those related to the Bank Secrecy Act (BSA), Identity Theft Red
    • Flags, and Office of Foreign Assets Control (OFAC). Performs related responsibilities as required.
    • Enthusiastically provide support for Credit Union goals.
    • Perform other duties as assigned


    Subpoena Records Production and Wire Transfer Support:

    • Responsible for producing credit union records to satisfy subpoena requests served to Patelco Credit Union including production of account statements, checks, and signature cards
    • Responsible for evaluating written order to confirm compliance with Rights to Financial Privacy Act (RFPA) and Notice to Consumer
    • Research accounts to produce documents as explicitly requested; conduct necessary research in all archives to obtain records including account statements, check copies, and loan applications
    • Responsible for compiling all records to furnish to subpoena agency by deposition date and maintenance of completed subpoenas for record retention compliance
    • Assist with processing outgoing wire transfer request received via fax including verification of member accounts, source of funds, and completion of member authentication
    • Support process of funds escheatment including researching of public records to locate account owners, initiate communication with respective account owners to prevent escheatment of funds
    • Responsible for completion of weekly tax-reporting exception reports including account research and completion of corrections


    • Must have High School Diploma/GED
    • Minimum 2 years credit union or financial institution experience
    • Minimum 2 year experience in customer service or call center preferred
    • Previous experience in advanced account administrative functions and federal regulations regarding IRA, certificate of deposits, subpoenas, levy and garnishments highly desired
    • Experience in payment processing such as wire transfers, ACH, or in-clearing highly desired
    • Excellent oral and written communication skills
    • Strong data entry skills with high accuracy standards
    • Demonstrate proficiency in Microsoft Office including Word, Excel, and Outlook
    • Excellent organizational and time-management skills with the ability to multi-task
    • Ability to work independently while being a team player
    • Strong organizational, problem-solving, and analytical skills
    • Ability to adapt to every changing priorities in a fast-paced environment
    • Ability to communicate with internal and external members and manage difficult conversations with tact and professionalism
    • Must be detail-oriented
    • Exemplify Patelco’s values of integrity, teamwork, respect, trust, quality, and service excellence
    • Must be flexible to meet the changing needs of the organization


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