Records & Research Representative I&II

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2024.  

Hours: Monday - Friday 8:00am - 4:30pm. 

Hiring Range- $19.38/hr - $27.80/hr

SUMMARY OF POSITION:

The Records and Research Representative within predetermined parameters while under the guidance of the Senior Operational Generalist and Senior is responsible for providing both timely and accurate storage and retrieval of member records in compliance with State and Federal regulations and Tower policies and procedures.  This position has a responsibility to provide optimal and effective service directly to members and the frontline staff regarding internal research of historical organizational files, charging research fees appropriately to members, knowledge of basic accounting procedures, processing deposit verification requests, acting as a Subject matter Expert of the workflow for explanation and clarification of member application cards and signatures and verifies posted checks over $10K daily.  Incumbent must have knowledge of basic check policies and procedures, sorting daily mail, support for processing Subpoena requests and disposal of member checks appropriately.  Incumbent is responsible for personal productivity in a high volume production environment ensuring that daily and weekly deadlines are met without additional staffing hours under normal circumstances and will measure themselves against Tower’s standards of excellence. Responsible for proficiently navigating within the central archive for efficiency when fulfilling requests or performing daily production tasks independently.

PRINCIPAL FUNCTIONS and ACCOUNTABILITIES:

To be supplemented by specific Competency Summary for Levels I and II.

1. Maintain proper storage of member records using a central imaging system while maintaining quality control of completed work through virtualizing paper records before destruction. Operates an imaging scanning workstation in a network environment assuring quality and image usability throughout the scanning and indexing process.

1. Indexes document images and member information, verifying that the member name, account number and document types are accurate. Upon receipt of collateral documents, this position identifies the member number and appropriate loan from various options depending on member accounts on the core system, scans and indexes the document into the imaging system then sends the hard copy to the appropriate department. Upon receipt of the paid off collateral loan release the paper record is then scanned and indexed in the members’ virtual records in the central archive.

1. Retrieves member’s statements from Central archive or historical microfiche to meet internal and external customer’s needs using current imaging technology. Will also provide credit card statements using specialized computer software which is used to read the statements received from our credit card processor. In addition they also use additional software tools to process the statement files as needed.

1. Responsible for assessing the appropriate fees based on the member’s specific requests. Knowledge of basic accounting procedures such as adding and multiplying are used along with a standardized fee schedule. This information is then entered into core to perform these transactions. These transactions are periodically checked by the department Senior Generalists for accuracy.

1. Responsible for the proper storage of daily teller work from the branches and all other internal departments. All incoming teller work is logged daily on the branch checklist form. Sorts the teller work by date and branch/department and stores such work in the appropriate labeled boxes, which are then stored on-site for 90 days before being purged per Tower’s standard destruction policy. Requests for teller work from branches/departments are received by the Records Representative, who is responsible for personally locating and retrieving the work from on-site storage room and tracking its location until it is returned to Records.

1. Responsible for providing documentation and answering transaction or activity related questions about members’ accounts. Upon receipt of a request for document copies or account information, the position researches the account for the loan type, suffix and create date, determines what type of imaging method was used, locates the correct historical film, microfiche or computer image and generates clear, legible hard copies for requestor.

1. Provides timely member account information to external companies for Verification of Deposit requests for purposes of enabling the member to take part in that companies services. Responsible for receiving all new membership applications and verifying the Application/Signature card has been received as well as keeping these requests confidential.

1. Responsible for providing timely and accurate account information and member signatures to the frontline for member support needs. Preps the signatures cards for imaging, making sure the card is legible. Prepped signature cards are scanned into the central archive imaging system. This position independently verifies the account information is correct, and the card is legible and then imports the data into the imaging system. As a final quality check without opportunity for supervisory oversight, review or approval, the Records Representative ensures all account information provided in central archive is correct. Any account exceptions are then forwarded to the Senior Generalists for research and any necessary corrections.

1. Acts as a Subject Matter Expert lead providing clarification and explanation of membership application cards and signatures. Responsible for researching and retrieving any signature cards that are not in the imaging system to ensure documents are available and stored centrally for organizational users. Verifies member criteria for the branches such as whether a member is a joint or beneficiary, when the account was opened, passwords or any other pertinent account information.

1. Verifies signatures on members cleared checks in excess of $10,000. This is done by cross-referencing the Signature card, Loan Liner and other pertinent current central archive documentation. Records Representative will send an account update card as needed. Once verified, the Exception Report is scanned into the central archive on a monthly basis.

1. Provides copies of checks to members and for Tower internal research to clarify transaction audit trail for any necessary corrections and as proof of posting audit trails. Serves as a direct point of contact and Subject Matter Expert to members for clarification, assistance, or explanation about checks, statements, deposits, adjustments or errors. Must have knowledge of basic check policies and procedures. Independently uses statements and vouchers to extract data required to locate checks needed for fulfillment of requests.  Must have knowledge of different statement formats from legacy systems, core transaction codes and back office reports. This position is also responsible for the proper disposal of original checks based on Tower’s Retention Schedule and Policies making independent and timely decisions as to which checks are destroyed and which checks are stored on site, according to established Tower policies and procedures. Generates check request reports and processes Verification of Deposit and check cashing card requests by collecting and communicating data and responding to requestors in a timely and accurate manner.

1. Responsible for handling the sorting of daily mail for distribution to the appropriate team member for processing. Also provides daily support in fulfilling and processing Subpoena requests in order to meet the legal requirement within the specified timelines and expectations.

LEVEL II Accountabilities – May also include a number of the types of responsibilities outlined below:

1. Responsible for setting document purge dates, initiating, monitoring and testing the purge programs in accordance with Tower’s Records Retention Schedule to ensure organizational documents due for destruction are appropriately selected and subsequent programs are initiated to remove documents from the imaging system archive.
2. The Records Representative II has the authority to make decisions and take independent action on documents destined for storage that are retained in original format for offsite storage based on organizational policy.

1. This position is also responsible for researching and locating member deposits and providing a copy of either the check or deposit slip needed for proof of items deposited in unusual and rare situations that require veteran expertise.

1. This position independently performs quality control checks verifying that the account information is correct and the signature card is legible before importing the data into the imaging system archive. As a final quality check without opportunity for supervisory oversight approval, the Research Representative ensures all account information provided in central archive is correct. Any account exceptions are then forwarded to the Senior Generalist for research and any necessary corrections.

1. In the absence of the Senior Generalist, this position will act as a back-up for verifying checks in excess of $10k.

1. On own initiative, creates and initiates timely and accurate purge of reports/document dates for destruction with minimal supervision while maintaining proper storage/destruction of records/documents in the meantime. The Records Representative II uses the centralized imaging system and maintains quality control standards of completed work as a lead.

1. Directly contacts software vendor for purpose of setting and troubleshooting problematic purge situation when it occurs relying on veteran expertise in resolving archive issue.

1. Assist department Senior Generalist in training of all functions of the Records Processor I position.

REQUIRED QUALIFICATIONS:

Level I –High School Diploma and three to four years of related transaction channel processing experience required.  Prefer a current and active knowledge of regulations and legal environment governing transaction channel processing.

Level II – Two year Associates Degree preferred.  High School Diploma required.  Five or more years of related transaction channel processing experience required.  Current and active knowledge of regulations and legal environment governing transaction channel processing required

Note: Must meet all required competencies within a specified timeframe in order to promote to the next level

COMPETENCIES:

• Ability to add, subtract, multiply and divide and ability to operate general office equipment proficiently including an adding machine, Personal Computer in a Microsoft Windows environment, typewriter (20 WPM) when needed for legacy forms. Ability to operate Microsoft Office applications (Word, Excel) and other department specified application software and equipment (some training provided).
• Ability to operate a dedicated and complex document scanner independently within 90 days. Incumbent should demonstrate accuracy and thoroughness while displaying a commitment to excellence.
• Ability to lift boxes of documents weighing up to 50 lbs. without any restrictions.
• Ability to effectively exchange information and provide explanation in one-on-one situations with members or employees as well as external companies in person or over the phone.
• Ability to express both verbal and written communication in a clear and concise manner as well as exhibit good listening and comprehension skills. Incumbent should also keep others adequately informed and have the ability to follow detailed written and oral instructions.
• Able to take and follow instructions as well as lead in Level II while establishing and maintaining effective relations. Incumbent should have a positive outlook and pleasant manner.
• Ability to solve practical problems and deal with a variety of variables in the work place and takes responsibility for own actions. Incumbent will follow instructions and respond to management direction.
• Limited independent decision making for Level I (ex. Document scanning destination, mail sorting)
• Have understanding of basic filing techniques and effectively adopt Tower standard inventory of records process while at the same time keeping work in an organized manner.
• Ability to work under stressful conditions in a production environment with effective multi-tasking techniques exhibited as well as adapting to changes in the work environment. Must be willing to change approach or method to best fit the situation.
• Ability to arrive to work consistently and timely per Tower’s attendance guidelines and ensures word responsibilities are covered when absent.
• Able to get along with colleagues and supervisors exhibiting role model team based behavior. Incumbent will inspire the trust of others and work with integrity and ethically while upholding organizational values.
• Ability to maintain confidential information at all times.
• Ability to respond to sensitive inquiries and complaints effectively.
• Must reflect a mature and positive emotional intelligence when interacting with others.
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

WORKING CONDITIONS:

• Full Time typically working a Monday – Friday, 8:00 – 4:30 p.m. schedule. 
• Sitting for long periods of time
• Extended use of a Personal Computer, document scanner and associated software tools.
• Daily use of phone to handle inquiries and member requests
• Lifting heavy boxes, stacks and containers of documents throughout the scanning process
• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift up to 20 lbs. with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate
• Other duties as assigned to meet business needs
• Tower Facilities Only (TFO) SECURITY CLEARANCE REQUIRED