Job Description

TITLE: ONLINE SERVICE SPECIALIST I
STATUS: NON-EXEMPT
REPORT TO: SUP – ONLINE NEW ACCOUNTS
DEPARTMENT: ONLINE NEW ACCOUNTS
JOB CODE: 1205
PAY RANGE: $23.09 - $27.00 HOURLY

LOCATION: Remote in CA only

GENERAL DESCRIPTION:
Responsible for the fulfillment operations for new accounts originating in the digital channel. Keen eye for detecting suspicious activity and initiative to investigate potential fraud. Engages in interactions that ensure Golden 1 members encounter a positive experience beginning from new account origination through finalization and funding. As an Online Service Specialist I, you should have excellent verbal and written communication skills, attention to detail, and a strong commitment to accuracy and compliance with laws and regulations related to credit union compliance.

TASKS, DUTIES, FUNCTIONS:
1. Responsible for the fulfillment operations for new accounts originating in the digital channel.
2. Consistently meet or exceed KPI target of application/calls per hour and maintain high attention to detail with minimal errors.
3. Identify and investigate unusual or suspicious Xpress Account applications, and the document findings in a UAR submitted to Verafin.
4. Identifies and report fraudulent activity to management and Financial Investigations dept., in accordance with current procedures to prevent potential loss to the credit union.
5. Comply with all internal audit findings, online account opening rules and BSA requirements as it relates to opening a new account.
6. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy, anti-money laundering laws, OFAC and FACTA.
7. Identify problems that create inefficiencies and recommend operational improvements within all areas of online account opening processes.
8. Communicate with branches, Home Loans and other back-office departments and research and resolve complex issues that prevent account opening.
9. Manage multiple internal queues and maintain service levels and regulatory requirements.
10. Monitor Outlook emails and TEAM chats efficiently, quickly collaborate in real-time, and respond promptly.
11. Participate in video conferencing and online meetings while being comfortable in a virtual office culture.
12. Audit and verify signature cards in ECM (Enterprise Content Management).
13. Ensures confidentiality of all members and credit union information.
14. Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures.
15. Assumes other responsibilities as apparent or assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
1. Fosters a positive and engaging work environment. Treating others with courtesy and respect. Assuming Positive Intent in all communication.
2. Inspires others through words and actions and embracing G1's mission, vision and core values.
3. Displays positive, outgoing, and empathetic attitude.
4. Punctual and reliable, results orientated.
5. Takes on any task required to meet or exceed all team objectives.
6. Takes the initiative to identify, investigate and resolve complex member issues, including operational and support situations.
7. Willingness and flexibility in taking on new responsibilities as business requires.
8. Willingness to learn and master new and emerging banking technology.
9. Presents Golden Service (Internal/External).
10. Keen eye for detecting suspicious activity and initiative to investigate potential fraud.
11. Good organizational skills, including the ability to prioritize daily activities and multi-task to complete assignments.
12. Display strong attention to detail in working and investigating files with emphasis on deadlines.
13. Familiarity with Microsoft Office programs.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: Participates in team meetings. Frequent routine and complex verbal and written communication with the following departments: Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Services, Contact Center, Fraud Prevention, Consumer Lending, Accounting, Etc.
2. EXTERNAL: Corresponds effectively and professionally in consultative conversations with Golden 1 members and prospective members via Web Messages, e-mail and telephone.

QUALIFICATIONS:
1. EDUCATION: High School or GED required.
2. EXPERIENCE: Minimum two plus years of prior experience in a banker role at another financial institution or customer relationship building role preferred, plus 1 year as a Member Service Specialist II or teller role at Golden 1 or another financial institution preferred.
3. KNOWLEDGE/SKILLS:
◦ Functional: Excellent oral and written communication skills. Advanced knowledge in the following areas: Federal Rules and Regulations as applied to credit unions, G1 products (consultative), employee handbooks, Lighthouse, teamwork, and customer service.
◦ Technical: Basic knowledge in the following systems/applications: Microsoft Office (Word, Excel and Outlook), eFunds, Concur, Relationship Manager, Meridian Link / Loans PQ, DMVDesk, Equifax, OFAC, DSUI, EnAct, ECM, Fiserv/CWS, CLEAR, Alloy.

PHYSICAL REQUIREMENTS:
1. Prolonged sitting throughout the workday with occasional mobility required.
2. May be required to work off-hours when conducting service pack validation and testing.
3. Ability to frequently move about the office to accomplish tasks.
4. Corrected hearing within normal range. A telephone device to enhance hearing will be provided if needed.
5. Corrected vision in the normal range.

LICENSES/CERTIFICATIONS:
None

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
#LI-Remote
THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.
REV. 6/15/2026