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Operations Support Representative

Formed in 1934, Telhio began as a credit union for Columbus Telephone Company (now AT&T) employees. Telhio now serves over 70,000 member-owners throughout central and southwest Ohio. As one of the largest credit unions in Ohio, Telhio is a strong financial institution that continues to serve its members through extraordinary service, innovative financial solutions and community involvement. After generations of service and growth, we never lose focus of our three core values - Caring, Commitment, and Integrity.

Position Summary: The Operations Support Representative provides essential front-line and back-office support across Telhio Credit Union. This role is responsible for scanning and indexing critical documents for record retention, maintaining deposit and loan accounts, processing mobile deposits and online banking external transfers, managing legal documentation requests, and managing charge-offs. This position collaborates closely with departments including Accounting, Collections, Fraud, Risk, Legal, and IT to ensure high-quality service for both members and internal staff. Success in this role requires thorough attention to detail, strong individual and team collaboration skills, and a deep commitment to member service and compliance.

Document Scanning & Indexing

• Index and scan teller transactions within 24hrs of receipt.
• Scan and index loan documents, member applications, and internal documents for record retention.
• Re-index documents as needed to ensure proper filing and retrieval.
• Prioritize daily work, ensuring teller transactions are completed within required timeframes.
• Create and follow scanning procedures to ensure consistency and support training.

Account and Transaction Processing

• Process core database ticket requests and document all file maintenance changes.
• Review and process mobile deposit submissions.
• Monitor online banking external transfers for fraud and verify new ACH setups with members.
• Communicate with members via secure messaging regarding mobile deposit and external transfer activity.
• Assist staff and members with online banking and bill payment issues, including third-party coordination.
• Answer daily calls from retail staff regarding member issues.
• Partner with internal Fraud and Risk divisions to support the detection, escalation, and resolution of suspicious account activity.

Loan and Share Maintenance

• Execute maintenance changes on consumer loans (e.g., rates, payments, due dates, interest corrections).
• Perform updates on business and consumer share accounts (e.g., rate adjustments, deposit corrections).
• Process daily and monthly charge-offs for consumer and business shares and loans.
• Manage Trustee/Chapter 13 recovery payments in coordination with Collections.
• File payment protection claims with third-party providers.
• Manage the accurate disbursement of funds for approved claims and process corresponding refunds.

Legal and Compliance

• Review and process legal documents (garnishments, subpoenas, tax levies, child support) within required periods.
• Conduct audits of various activities to ensure accuracy and compliance.
• Respond to internal inquiries regarding account and payment issues.
• Ensure data security and privacy practices are upheld.
• Assist IRA Specialist with deceased account maintenance.

Member Profile and System Maintenance

• Address member sign-on issues and research platform discrepancies.
• Process preauthorized transfer requests submitted via core database.
• Manage return mail.
• Manage seasonal address changes to ensure proper mail delivery.
• Process home equity payoff quotes from external institutions.
• Fulfill call center mail requests via core database ticketing system.
• Manage check fraud alerts via third party system.
• Complete online Social Security and Asset Verifications.

Reporting and Review Tasks

• Ensure timely completion of daily/monthly reports and reviews.

Professional Development and Support

• Participate in ongoing training to stay current on credit union updates and regulations.
• Provide timely, accurate support to internal staff.
• Demonstrate professionalism in communication, appearance, and conduct.

What You Will Need

• High School Diploma or Equivalent. (Required)
• Associate or bachelor's Degree (Preferred)
• 1-3 years' experience in: Back Office Operations or Call Center or as a Retail Banker (Required)
• Excellent verbal and written communication
• Strong organizational skills and attention to detail
• Ability to work independently and collaboratively.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word)
• Strong research and problem-solving skills
• Ability to multitask and prioritize.
• Telhio applicants must be able to pass a background check including: Credit, Drug Screen, Bondability, & Criminal Background.

What You Will Earn

• Competitive pay
• Benefits: several medical plan options, dental, free vision, free life and free disability insurance
• Matching and immediately vested 401(K) plan
• Generous schedule for paid holidays, vacation and personal time for a healthy work-life balance
• Opportunity for personal career growth, continued education and mentorship programs
• Volunteer opportunities impacting the local community

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, you will need to have good manual dexterity as well as speaking and hearing ability. This position requires sitting; some reaching; standing; some stooping or kneeling. The employee must occasionally lift and move up to 50 pounds. It is expected that the employee will read, compile, compute and record numerical and statistical data. Must drive occasionally. This is a Non-Collective Bargaining Unit Telhio is an Equal Opportunity Employer