City Of Boston Credit Union - Boston, MA
posted 4 months ago
The Member Services Operations (MSO) Specialist plays a crucial role in supporting the department manager with the daily operations of the Member Services department. This position is focused on maintaining high member service standards, achieving organizational goals, and fostering positive relationships with members, peers, staff, and vendors. The MSO Specialist will assist in monitoring and implementing new plans and procedures aimed at enhancing operational efficiency. The department's functions include Electronic Funds Transfer (EFT) processing, which encompasses ACH, Share Draft, Wires, Mobile Banking, ATM, and Debit Card programs, as well as handling claims, disputes, and the settlement of transactions, IRAs, dormant accounts, and other MSO-related account issues. Key responsibilities include processing daily activities related to IRAs, ACH, Wires, Share Draft processing, stop payments, and ACH disputes. The MSO Specialist will also manage debit and ATM card reports, including dispute claims and settlements, to ensure quality member service. A significant aspect of this role involves assisting the department manager in creating, analyzing, and monitoring data to identify fraud trends and alerts, with a strong emphasis on minimizing card fraud losses. Additionally, the specialist will help manage the inventory of plastic cards for the credit union and maintain vendor relationships related to ATM/Debit cards, ensuring compliance with MasterCard International rules and guidelines. The MSO Specialist is responsible for completing daily department tasks, fostering a collaborative team culture, and cultivating strong working relationships among team members. This role requires the creation and testing of departmental procedures to ensure compliance with all relevant federal, state, and network regulations. The specialist will also maintain internal controls of various systems, implement necessary changes for efficient workflow, and ensure compliance with record retention policies. Handling escalated research and adjusting accounts as needed is also part of the job, along with maintaining knowledge of ACH, share drafts, and other payment systems processes, ensuring compliance with NACHA Operating Rules and Guidelines, and other regulatory requirements. The MSO Specialist must exercise tact and diplomacy when dealing with sensitive and confidential information, ensuring that daily deadlines are met and that any out-of-balance conditions are identified and resolved. This position may also involve performing supervisory duties in the absence of the Manager/Supervisor.