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Golden 1 Credit Union · 5 hours ago

Member Care Support and Asset Management - Senior Member Care Support Specialist

Sacramento, CA

Full-time

Onsite

Senior Level

$25.40/hr - $27/hr

5+ years exp

Golden 1 Credit Union is seeking a Senior Member Care Support Specialist who will act as a subject matter expert and operational leader within the Member Care Support team. This role is responsible for overseeing complex processes, ensuring compliance, and driving continuous improvement to enhance member experience.

BankingFinanceFinancial Services

Responsibilities

Assist in the development and delivery of training programs for new and existing team members

Serve as the primary resource for complex inquiries, escalations, process inquiries, and troubleshooting

Provide guidance and mentorship to support staff on best practices and compliance standards, fostering a culture of accountability, growth, and continuous improvement

Partner with leadership to identify and implement enhancements to workflows, SOPs, and risk mitigation strategies

Maintain and continuously improve standard operating procedures (SOPs) to reflect evolving practices, compliance requirements, and technical upgrades

Execute and oversee financial processes, including daily check assignments, payment posting, account offsets, expulsions, member reinstatements, and charge-offs to ensure timely and accurate completion

Perform dual sign-off and reconciliation for incoming mail and GL transactions

Reconciliation, research, and clear differences for GL transactions. Assists the supervisor by performing quality assurance and control reviews related to work performed by the Support representatives

Conduct audits on teller-work and data changes to ensure accuracy and data integrity

Lead internal audit support efforts, including documentation, tracking, and resolution of findings

Monitor adherence to policies and procedures and recommend improvements to mitigate risk

Collaborate with Quality Assurance, Checking Operations, and other departments to ensure alignment and consistency

Provide backup support for payment posting systems and Research Specialist workflows

Participate in system testing, data validation, and process improvement initiatives

Assist in workload distribution and prioritization during peak periods or staff absences

Ensure timely and accurate processing of mail operations and member communications

Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy act, anti-money laundering laws appropriate to the position

Perform other duties as assigned by the supervisor / manager

Qualification

Financial operationsAccounting regulationsGeneral Ledger (GL) systemPayment posting systemsAudit protocolsAnalytical skillsOral communicationWritten communicationProblem solvingAttention to detailOrganizational skillsTeam collaboration

Required

Minimum of 5 years of progressive experience in financial operations, accounting, or related functions within a financial institution or corporate environment

Strong oral and written communication skills

Has demonstrated a strong knowledge of Golden 1 products, services, policies, and procedures

Credit union and accounting rules, regulations, and policies

Ten key

Strong comprehension of the Journal Voucher (JV) process

General Ledger (GL) system

Credit Console and Data Safe

Excellent analytical skills and problem solving with the ability to balance and reconcile GL accounts

Experience with payment posting systems and account review workflows

Familiarity with audit protocols and regulatory compliance

Experience developing training materials and leading team sessions

Preferred

Bachelor's degree in finance, business administration, or related field preferred. Additional working experience may be considered in lieu of a 4-year degree