Risk Support Specialist

The Risk Support Specialist is responsible for the daily servicing, account monitoring and compliance duties required by the Risk Management department following documented policies, established procedures and internal controls. Provides daily assistance to members and internal staff and consults with management when required.

Essential Duties And Responsibilities

Employee must effectively carry out the following essential duties and responsibilities of this position in a manner that consistently demonstrates Sun Federal’s mission and core values in a positive manner. Other duties may be assigned.

1. Account Monitoring and Service Request
   1. Responsible for Overdraft Privilege program and negative account monitoring:
      1. Creates and mails Overdraft Privilege daily notices.
      2. Tracks accounts through Negative Share Monthly Charge Off Reporting and completes account maintenance.
      3. Reports charge-off accounts to ChexSystems and makes corrections when necessary.
      4. Monitors and reports on recoveries on charged-off share accounts.
      5. Tracks and reviews daily the transaction(s) that cause an account to go over the $600 ODP negative account limit (except mortgage escrow) for setting and managing account alerts. Follows procedures for next steps (follow-up with member or Management).
      6. Performs collection activities, including member outreach, notification of the overdraft balance, and follow-up efforts to secure repayment and restore accounts to a positive balance.
   2. Reviews and replies to ChexSystems disputes:
      1. Reviews and researches ChexSystems member initiated disputes and completes the replies within required time period.
      2. Follows established procedures and Fair Credit Reporting Act to approve the request and update the reporting.
   3. Acts as a resource for account closing guidance and deceased member account monitoring;
      1. Reviews and logs newly deceased member account notes.
      2. Reviews past memo, diary entries or deceased flags placed on accounts prior to the March 2021 diary centralization to the Risk Management department.
      3. Collects share account card and loan documentation to review ownership and validate that system entries are accurate. Understands single, joint and POD account designations and when right of offset of shares can occur.
      4. Forwards accounts that require loan follow-up to Loss Mitigation.
      5. Tracks, notes and restricts deceased accounts following established procedures
   4. Service request:
      1. Gathers deposit account or loan documents, statements from any source and any other details required to complete an account/loan research service request.
      2. Generates member statements as requested.
   5. Dormant Account and Escheat Process:
      1. Monitors dormant accounts and closes those with a zero balance, monthly.
      2. Sends the official 5-year OUF-8 notification, tracks responses, provides reports to Branch Managers.
      3. Completes the annual escheat process and account reporting to the State of Ohio.
   6. Adheres to Policy #2232 Member Withdrawal of Services:
      1. Follows established procedures to present accounts at the Special Meeting of the Members.
      2. Creates expulsions letter with specific notification requirements and mails to members.
      3. Completes account withdrawal processes from diary entry activation to expulsion completion.
      4. Main point of contact for member appeals and reservation process.
2. Member Account Document Servicing
   1. Audits all new member accounts and existing account titling changes. Audits and compares that account documents accurately match the system account record and are appropriately signed and scanned into the electronic account record.
   2. Provides specialty accounts assistance that includes but are not limited to: Power of Attorney, Trust documents, UTMA, and Rep Payee.
   3. Verifies that account related legal documents have been presented and are archived with the account record. (i.e.: Trusts, POA, Death Certificates, etc.)      
   4. Follows up with staff to ensure missing documents or information is obtained and completed. Scans documents obtained through follow-up via mail, fax, or in-person into the electronic account record.
   5. Utilizes a KeyInsight within the account record to report to the account opener any error or finding that must be corrected. The workflow is tracked for due date completion or Management follow-up if required.
   6. Initiates difficult and direct conversations and answers member questions.
   7. Advises staff to resolve errors, correct member accounts, answer regulation and/or disclosure questions or concerns. Reports errors to Director of Risk Management.
3. Additional Responsibilities
   1. Monitors the Risk e-mail box and forwards notifications when appropriate
   2. Provides extraordinary member service with a friendly demeanor and willingness to always assist:
      1. Confirms account ownership by following not in person procedures.
      2. Develops a rapport with the member and addresses the member by name.
      3. Handles member situations with sensitivity, tact and professionalism recognizing the diversity in our membership. Makes decisions within established guidelines or authorities
   3. Assists Risk Management department with other duties and back-up assigned.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to successfully pass background checks.

Education/Certification: Associates degree in business required.

Required Knowledge: Knowledge of governing consumer and business account regulations, compliance, and information security issues. Thorough knowledge of account procedures and related laws and regulations.  Thorough knowledge of all account processes, disclosures, credit bureau reporting and servicing.  Thorough knowledge of all deposit account related products, policies, and standards.  Knowledge of all disclosure terms and agreements.  Familiar with deposit programs, account ownership, NCUSIF and ESI.  Understanding of related legal and regulatory requirements. 

Experience Required: One to three years of experience in the banking industry or in Risk Mitigation, Loss Mitigation, or in a deposit account compliance role.  

Skills/Abilities: Strong member service skills, accuracy, and thoroughness in work.  Able to communicate complex information clearly. Strong problem-solving skills. Able to coordinate well with other departments and personnel.  Ability to work well under pressure. Professional appearance and attitude. Cooperative and willing to assist and motivate others.  Self-directed and able to work with minimal supervision. Strong organizational abilities. Ability to operate related computer applications and other business equipment. Able to navigate multiple systems and use all related software applications. Ability to prepare and analyze reports using Microsoft Excel.

Physical Activities And Requirements

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength: Sedentary work; sitting most of the time.  Exerts up to 10 lbs. of force occasionally. 

Working Conditions: No hazardous or significantly unpleasant conditions (such as in a typical office.)

Mental Activities And Requirements

Reasoning Ability: Ability to apply logic to define problems, collect data, establish facts, and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables.

Mathematics Ability: Ability to compute discount, interest, profit, and loss and ratio, proportion, and percentage.  Able to perform simple algebra.

Language Ability: Ability to read a variety of books, magazines, and instruction manuals.  Ability to prepare memos, reports and essays using proper punctuation, spelling, and grammar.  Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, past, and future tenses.  ability to effectively communicate with members, attorneys, real estate agents, and any other third parties.

Job Description Intent & Purpose

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by managers as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. Sun Federal maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This Job Description is not a complete statement of all duties and responsibilities comprising this position.