Business Support Specialist II

Overview

To receive escalated, moderately complex and/or urgent inquiries related to member accounts, General Ledger accounts, or Navy Federal systems, policies and procedures. To research and respond to branch and member impacting escalated situations, moderately complex account errors, and system issues under supervision. To assist with comprehensive testing and implementation of enhancements to existing software, and of new systems. Perform complex/difficult tasks with considerable latitude.

Responsibilities

• Analyze, research and resolve problems and discrepancies related to member accounts/loans
• Ensure software/systems meet regulatory and procedural requirements
• Develop and recommend enhancements to improve operational processes and procedures
• Develop and maintain documentation related to user account management processes, procedures, and best practices.
• Ensure documentation is up-to-date and accessible to relevant stakeholders.
• Administer access rights to ensure users have appropriate access levels to perform their job functions while maintaining security protocols.
• Monitor user account activities to detect and respond to potential security threats.
• Implement measures to mitigate risks associated with user account management.
• Identify and detect errors/omissions; resolve or arrange for the resolution
• Involved in cross-organizational task groups concerning new automated systems, products and/or services
• Perform research for process improvements
• Conduct regular audits of user accounts and access levels to ensure compliance with company policies and regulatory requirements.
• Assist in preparing audit reports and remediation plans as necessary.
• Recommend corrective action when discrepancies occur
• Resolve issues relating to General Ledger accounts and/or Navy Federal systems
• Test and implement software and/or processes
• Work with other business units to resolve systems and equipment issues
• Perform other duties as assigned
• Employee may be required to work off hours or weekend hours depending on outages, validations, and other job needs.

• Ability to work independently and in a team environment
• Advanced knowledge of branch systems and processes
• Advanced research, analytical, and problem solving skills
• Advanced skill applying research and interpretation of findings to respond to requests for information
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
• Advanced skill navigating multiple screens and PC applications and adapting to new technologies
• Advanced verbal and written communication skills
• Detail oriented and precise
• Basic understanding of SQL queries

• Bachelor's Degree in Accounting and Business Administration or the equivalent combination of training, education, and experience
• Advanced knowledge of Navy Federal products, services, programs, policies and procedures
• Advanced knowledge of accounting, credit, and/or lending principles and techniques