Operations Support Specialist

Job Summary

The Operations Support Specialist is responsible for reviewing reports, maintaining documents, and/or processing tasks as described on the department assignments matrix. These tasks may require the use of multiple systems—understanding their function and proper utilization, are required. The Operations Support Specialist supports all Division staff members and its customers while providing exceptional service.
 

Essential Duties & Responsibilities

• Perform assigned duties in accordance with the Bank’s Mission, Vision and Core Values; and provide the Bank’s customers with timely, responsive and exceptional service in accordance with the Bank’s customer service standards
• Process incoming and outgoing wire transfers; verify accuracy of transactions, perform call-back procedures set by Bank, validate approval, enter outgoing wire in Payments Exchange, ensure cutoff timeframes are met, and maintain adequate records using bank naming convention
• Process operational accounting reconciliations, certifying and researching daily general ledger accounts, including ATM transactions, ACH returns, Fed returns and adjustments, fraud activity, loans, deposits, non-posts, due from accounts and Fed funds
• Respond, investigate, research, and prepare documentation related to Reg E error resolution claims keeping manage informed on cases and complete claims in compliance with regulatory requirements
• Review debit card system reports: research and respond to alerts, communicate information to department and branch of affected account, and provide Operations Support Manager possible system changes; may conduct training to branch support system
• Review incoming garnishments and/or levies; ensure documents are saved, information logged, responded to accordingly, and deadlines are met
• Process daily NSF, Non-post, Chargebacks and Stop Payments using the Exception Item Module
• Review excessive overdraft activity; maintain supporting documentation and logs
• May be part of troubleshooting Check or ACH positive pay for Bank customers, process returned items; coordinating efforts with Commercial Online Banking team
• Track and submit IOLTA interest in a timely manner
• Review, process, and track international ACH transactions (IAT), ACH corrections, ACH death notices, ACH prenotifications, ACH returns, ACH micro-entries, and ACH errors
• Research, prepare documentation, and process operational fraud and unauthorized claims (ACH, counterfeit checks, forgeries, etc.)
• Review retail and commercial mobile exceptions; process or return upon proper review, communicate returns to branch of account
• Monitor and maintain issued cashier checks; communicate unpaid items to branch of account, place stop payments as needed
• Provide customer service both internal and external supporting the Bank’s customer service standards
• Perform other duties as assigned

Required Qualifications

• High school diploma or general education degree (GED); and
• 5+ years direct experience processing, entering, and verifying wire transfers, prefer Payments Exchange software or FRB experience.

Preferred Qualifications

• Strong organizational skills required; ability to meet deadlines and handle multiple tasks simultaneously
• Thorough knowledge of bank policies and procedures
• Knowledge of finance, accounting, budgeting, and cost control principles
• Knowledge of federal and state financial regulations
• Proficient computer skills with collaboration and productivity tools including Windows-based operating systems and office suites (Microsoft Word, Outlook, Excel, PowerPoint); internet; email; and bank software.
• Effective oral and written communication skills