Operations Control Specialist II

Salary Grade: 13

SUMMARY:

The Operations Control Specialist II works as part of a cross-functional team to deliver outstanding service to internal and external clients by providing support and guidance. Including but not limited to, mobile deposits, ATM deposits, project management, deposit account servicing, client support (internal & external clients), client onboarding, maintenance reviews and account maintenance and monitoring. Provides support to other Bank departments including, but not limited to, Banking Center Operations, Banking Centers, Customer Service Center (CSC), and Treasury Management.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

1. Provide excellent service to internal and external clients relative to daily transactions, general inquiries, and problem resolution, in accordance with Bank policies and procedures.
2. Pay superior attention to detail; identify potential issues and provide solutions.
3. Work closely with project implementation teams to support product development, implementation of new systems and process improvement initiatives.
4. Perform detailed reviews of account documentation to ensure deposit and safe deposit accounts are set up correctly and properly maintained.
5. Perform account research for requests related to client subpoenas, levies and account verifications, among others.
6. Archive documentation electronically and eliminate paper-based filing, whenever possible.
7. Assist Banking Center staff with general inquiries, daily settlement, procedural guidance error resolution and other needs that arise.
8. Review a variety of transactions relating to account activity and ongoing monitoring, including ATM and mobile deposits. Identify potential fraudulent deposits and take appropriate actions on a case-by-case basis in accordance with bank policy and procedures and banking regulations..
9. Perform account reconciliations of general ledgers and Bank checking accounts.
10. Perform file maintenance and other tasks related to address change requests, product type modifications, place stop payments, interest adjustments, etc.
11. Adherence to all regulatory, legal and bank policy issues relating to Banking Operations.
12. Complete annual training requirements.
13. Other duties as assigned including providing back up to Banking Center Operations and other departments in Banking Operations, e.g., Payment Services, Card Services, etc.

EDUCATION:

• Associate's degree or equivalent work experience in the financial services industry;
• Bachelor's degree strongly preferred
• Nacha Accredited Payments Risk Professional (APRP), Nacha Accredited Professional (AAP) or Certified Treasury Professional (CTP) accreditation preferred
• American Bankers Association (ABA) Certificate in General Banking or five years' experience in banking
• American Bankers Association (ABA) Certificate in Deposit Compliance (within six months of hire)
• American Bankers Association (ABA) Payments System Suite (within six months of hire)

KNOWLEDGE, SKILLS & ABILITIES:

• Minimum two years of customer service experience in financial services, preferably in retail banking.
• Prior client relationship-building experience
• Demonstrable file management acumen
• Demonstrated attention to detail and ability to execute within time constraints
• Proficient with Microsoft Office suite including Outlook, Excel and Word
• Knowledge of product and service offerings including consumer products & services, business products and services, retirement products & services, safe deposit boxes, digital banking, online account opening, remote deposit capture, BillPay, debit cards, as well as other Bank products, services and systems, as applicable.
• Ability to multi-task in a fast-paced environment
• Must have cyber security awareness to protect the digital environment, the Bank, and customers
• Excellent oral and written communication skills

COMPETENCIES:

• Problem Solving
• Relationship Building Skills
• Critical Thinking Skills
• Courage
• Technology Savviness/Digital Enthusiast
• Financial Comprehension
• Adaptability and Flexibility
• Eager and Agile Learner
• Superior Customer Service

WORKING RELATIONSHIPS/CONTACTS: Bank staff throughout the organization, existing and potential customers of the Bank, existing and potential Bank vendors.

PHYSICAL DEMANDS: Frequent standing and moving throughout work locations. There is a large amount of repetitive movement of fingers and hands to complete forms, type and use the computer terminals. Must be able to relay information to and from customers and other employees verbally and in writing. Ability to obtain information from computer monitors to process transactions. Must be at work and ready to work within assigned time schedule.

WORKING CONDITIONS:

Internal -- work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment, e.g., computers, telephones, etc. No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External -- Some travel to remote Bank locations will be required and may include some overnight travel, not to exceed 5%. Environmental conditions are regular Bank office and banking center locations.

Typical work week requires ability to work a minimum of eight (8) hours per day and provide 40 hours of coverage each week to meet business needs. Operating hours are subject to change and flexibility with scheduling is necessary to meet customer needs, deadlines and general staff support. Additional hours above 40 hours may be necessary from time to time.