Job Description

Position Description

Title:

Support Services Analyst

Organization:

Telco Credit Union

Division:

Member Support

Supervisor:

Senior Director-Member Support

Status:

Non-Exempt

Salary Range:

$28,055 - $50,589

Position Summary

The Support Services Analyst is responsible for processing operational data and performing a broad range of clerical, transaction, and member-support functions for the credit union. This role ensures accuracy of data, supports the Visa and Debit card programs, assists members with account inquiries and discrepancies, monitors account activity for fraud and high-risk transactions, and performs data entry, reconciliation, and special projects for the Member Support department. The position also supports ITM cash operations and loan collateral perfection, including title processing and DMV coordination, while delivering a high standard of member service.

Primary Responsibilities

Support the daily operational needs of the credit union's Visa and Debit card programs. Process credit, debit, and ATM card inquiries in person and by phone. Input and maintain new plastic card account information. Assist members with account discrepancies, complaints, corrections, and refunds as appropriate. Monitor member account activity and operational reports to identify errors, omissions, suspicious activity, and potential fraud. Conduct fraud investigations, basic account and check investigations, and complete required system updates. Prepare operational and reconciliation reports, including daily settlement balancing. Perform data entry and processing for Member Support and as needed, specialized areas such as ACH and lending. Process file maintenance requests including name/address changes and replacement cards. Restock ITMs with appropriate cash levels and balance the vault with each replenishment. Assist loan officers in perfecting collateral on auto, boat, and RV loans. Serve as liaison with state and county Departments of Motor Vehicles for title processing, issue resolution, and follow-up. Perform title-related responsibilities including member and dealer payoffs, title releases, letters of guarantee, UCC filings, and outstanding title follow-up. Complete special projects and other duties as assigned by the Senior Director - Member Support.

Key Skills & Competencies

Communication:

Clear and effective verbal and written communication.

Technology:

Advanced proficiency with Microsoft Office and operational systems.

Problem Solving:

Ability to analyze information, identify issues, and implement effective solutions.

Member Service:

Professional handling of difficult or emotional situations with a focus on resolution.

Interpersonal Skills:

Maintains confidentiality, professionalism, emotional control, and openness to others' ideas.

Teamwork:

Works collaboratively, supports team success, and contributes to a positive work environment.

Quality & Accuracy:

Demonstrates attention to detail and thoroughness in all work.

Ethics & Integrity:

Acts with honesty, respect, and adherence to organizational values.

Judgment:

Makes timely, sound decisions and explains reasoning appropriately.

Professionalism:

Maintains composure under pressure and follows through on commitments.

Productivity & Initiative:

Meets deadlines, manages workload effectively, and seeks opportunities for improvement and innovation.

Qualifications

Required:

High school diploma or equivalent. One to two years of similar or related experience.
Preferred:

Post-secondary education in a related business field or equivalent work experience.

Physical Requirements & Work Environment

Ability to sit for extended periods and exert up to 20-50 pounds of force occasionally. Regular standing, walking, bending, kneeling, crouching, reaching, pushing, pulling, and lifting. Repetitive motions involving hands, wrists, and fingers, including typing and handling small objects. Average hearing and vision sufficient for conversations, document review, and equipment use. Work performed primarily indoors with occasional exposure to varying temperatures. No hazardous or significantly unpleasant working conditions. Ability to apply logical reasoning and common-sense judgment to detailed instructions and variable situations. Strong analytical skills to define problems, collect data, establish facts, and draw conclusions. Mathematical ability to compute interest, ratios, percentages, and perform basic algebra. Ability to communicate clearly, remain pleasant, and manage multiple priorities effectively.

Culture

This role supports a culture of integrity, accountability, teamwork, and member-focused service. Employees are expected to uphold Telco Credit Union's values, treat members and coworkers with respect, maintain confidentiality, and contribute positively to a collaborative and professional work environment focused on accuracy, trust, and service excellence.

Note:

This job description outlines general responsibilities and expectations. Telco Credit Union reserves the right to modify this position as necessary. It does not constitute an employment contract.

Job Type: Full-time

Pay: $28,055.00 - $50,589.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
Education:

High school or equivalent (Required)
Experience:

Customer Service or Banking : 1 year (Required)
Work Location: In person