Account Operations Specialist II

Job Description

JOB INFORMATION

Title:

Account Operations Specialist II

Officer Title:

Grade:

15

FLSA Classification:

Non-Exempt

Date Last Edited:

1/9/2026

Reports To:

Manager Deposit Operations

Department:

Member Service

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=207

PRIMARY FUNCTION

The Account Operations Specialist II is responsible for demonstrating proficiency in all core responsibilities of the Account Operations Specialist role. This advanced-level position provides elevated service and support, resolves complex member inquiries, and ensures adherence to regulatory requirements.

In addition to core operational duties, the Account Operations Specialist II serves as a key support resource for the team, contributing to training efforts and acting as a subject matter expert. This role works closely with department leadership to support team-wide functions and drive operational excellence.

•

Perform the completion of the daily tasks, internal and vendor reports, general ledger accounts, and notify the Supervisor of any concerns/issues for further direction.

•

Investigate and resolve complex or escalated issues, including fraud, transaction errors, and member complaints. Provide assistance to callers from Branch and Contact Center networks in alignment with Quality Assurance and CARE standards.

•

Monitor work queues/documentation/emails and perform approvals within authority level to ensure timely and accurate responses.

•

Participate in audits, internal reviews, and compliance testing, as needed.

•

Assist with reporting and performance metrics tracking for leadership.

•

Participate in projects to enhance the member experience and operational efficiency.

•

Support new program initiatives and product rollouts, providing feedback and testing when necessary. Serve as a subject matter expert for cross functional teams and member education as needed.

•

Train and mentor Specialist, providing guidance on policies, procedures, and customer service best practices. Participate as a role model for "On The Job Training" (OJT) with new employees within the department.

•

Serve as back-up to the Supervisor, as needed.

•

Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

•

Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

•

Responsible for regular and predictable attendance including punctuality.

High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate; or a current high school senior in possession of a certificate of satisfactory academic standing.  

X

NYS Notary Public

X

Minimum 1 Year

Experience in a data-entry or clerical role

X

Minimum 1 Year

Experience with a financial institution

X

•

Basic proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, Teams, etc.)

•

Ability to adapt to changing operational demands and respond to varying deadlines in a fast-paced environment.

•

Ability to understand and accurately apply basic mathematical concepts.

•

Advanced verbal and written skills.

•

Ability to work well collectively and autonomously.

•

Ability to read, comprehend and interpret information from documents, procedures/policies.

•

Demonstrate ability to quickly learn, retain and apply new job functions and processes.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

30

Occasionally

Travel outside of work location to cover in other locations and to attend meetings and training programs

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate.

•

May experience occasional job stress in dealing with difficult situations and/or high volume.

•

There are no significant hazardous conditions.

View Competencies

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 1

1. Anticipates and meets the needs of both internal and external customers. Delivers high quality service and is committed to continuous improvement.

2. Consults with management on modifying business processes to enhance service delivery. Monitors own work to ensure quality and apply feedback to improve performance.

3. Integrates core values into the way work is done and how relationships are conducted.

4. Possesses knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

5. Tailors communications based on others’ needs, motivations and agendas.

Flexibility and Adaptability

Adapts as needed; knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment.

Level 2

1. Accepts new or radical ideas with an open mind; avoids snap reactions.

2. Adjusts to new or changing assignments, processes, and people.

3. Demonstrates ability to successfully manage multiple tasks and priorities.

4. Demonstrates willingness to listen to other opinions.

5. Identifies and considers alternative approaches to situations or problems.

Work Standards

Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

Level 2

1. Documents how results were obtained to support knowledge transfer and best practices.

2. Helps others drive tasks to completion as appropriate.

3. Holds self and others accountable for delivering on all commitments.

4. Identifies actions necessary to achieve task completion and to obtain results. Meets schedules, deadlines, and performance goals.

5. Recognizes the need for assistance and secures additional resources as needed. Escalates issues and unusual findings that could have an adverse impact on the business.

6. Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to role.

Accuracy and Attention to Detail

Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Level 3

1. Processes large quantities of detailed information with high levels of accuracy.

2. Productively balances speed and accuracy.

3. Implements a variety of cross-checking approaches and mechanisms.

4. Evaluates and makes contributions to best practices.

5. Demonstrates expertise in quality assurance tools, techniques, and standards.

6. Employs techniques for motivating personnel to meet or exceed accuracy goals.

Platform Functions

Knowledge of the procedures, tools, and transactions used in banking platform functions; ability to provide services at a customer service desk or platform.

Level 3

1. Staffs a customer support platform.

2. Evaluates the accuracy of transactions that can be serviced by the platform officer.

3. Designs a portfolio of financial solutions that best meets customer needs and preferences.

4. Recommends products and services of potential interest to local businesses.

5. Analyzes platform capabilities for business functions.

6. Trains others on effective and efficient customer service for supporting platforms.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Federal Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Federal Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.