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• Service Center Operator Tier I

  This role will perform back-office processing for Service Center clients, with scheduling and problem resolution duties. This role assists the customer facing Support t...

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  Service Center Operator Tier I

  This role will perform back-office processing for Service Center clients, with scheduling and problem resolution duties. This role assists the customer facing Support team members by researching cases for resolution.

  Position Expectations and Responsibilities

  • Post daily files from 3rd party vendors and file transfers for Share One Service Center customers. Including but not limited to: ACH, IPay, Drafts, CMF and CAF files, Monthly Credit Bureau reporting.

  • Responsible for problem resolution for assigned processes and involve co-workers, manager, and other departments when necessary

  • Utilize Sales Force, Teams, Trello, IPSwitch, MoveIt, Outlook, Word and Federal Reserve Bank Advantage and Fedline Systems

  • Work with Installation Conversion Department and Client to confirm all processes are being managed correctly and according to expectations after new installations, making sure schedule, documentation and automation jobs are correct and working successfully

  • Contact 3rd party vendors when necessary – credential management, problem resolution, confirm specifications and scheduled processing times

  • Work with Tier II Operator or Service Center Manager to set up or adjust schedules and automation jobs

  • Maintain and update documentation, production list, daily check lists and schedules for all assigned processes

  • Other processes and job duties as assigned

  Education and Skills

  • College diploma or university degree in the field of business, finance, technology, or other related fields or 5-7 years of experience in the financial services industry

  • Background in credit unions helpful, knowledge of ACH, Draft and transaction processing with third-party vendors and Federal Reserve Bank

  • Excellent organizational skills, detail oriented and ability to work on several projects at one time.

  • Good verbal and written communication skills, pleasant phone voice, ability to write documentation, good attendance record, PC skills

  Work Environment

  This position works in an office or work from home office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

  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.

  • While performing the duties of this job, the employee is regularly required to talk, see, and hear. The employee should be comfortable sitting for long periods of time and comfortable lifting no more than 50lbs.