Summary: The Operations Specialist is responsible for performing an array of loan and deposit operations-related tasks within the Operations Department under the supervision of the Operations Manager.
Essential Duties:
Online Banking & Bill Pay Customer Support
- Work and collaborate with the Treasury Management (TM) team regarding customer issues regarding Positive Pay, Remote Deposit Capture or any Online Banking (OLB) issues.
- Review and respond to customer requests via the OLB Secure Support Portal.
- Review the ‘All Transactions’ queue in Central Q2 System throughout the day and reach out to customers proactively if something is amiss.
- Review Bill Pay daily to ensure no “Action Items” need to be worked for customer support, and reports are monitored.
- Primary contact for OLB Support
Wire Review
- Enter and verify wire transfers.
- Assess appropriate wire fees for customers when necessary.
- Review Core/Wire Transfer system to watch for OFAC hits.
- Review end of day processing for all wires compared to spreadsheet.
Deposits & Loan Account Review:
- Review and monitor the Online Account Opening dashboard. Processing application requests and following up with customers appropriately for documents etc., before uploading account(s) to Core.
- Document scanning: primary user to transfer all documents to image system in appropriate Groups/Folders.
- Review new and updated customer and account information files and reports, including CD, deposit, and loan accounts for proper documentation and data integrity.
- Closed Accounts Review: review reports to ensure proper documentation, services disconnected, etc.
- Dormant Accounts Review; review reports and documentation for activity on Dormant accounts.
- Review accuracy for CrossApp entry
- Review and monitor the Stop Suspect Report
Assist with the daily processing functions including, but not limited to:
- Process transfers, wire transfers, loan advances & payments, and the purchase and sale of foreign currency and foreign drafts.
- High Dollar Check Review: Review deposited checks via Remote Deposit above threshold for proper endorsement as well as spot checking various items on the check for accuracy.
- Assist customers by phone, email, and within OLB with internal transactions, closing requests, password resets, and account inquiries.
- Reg CC Hold Review: process stop payments and stop payment releases as requested.
- Track and execute customer support and change tickets through the ticketing system.
- Track and monitor system to ensure all customers are set up to receive their bank statements via their OLB portal.
- Daily review of the Dispute Tracking Systems to review any new dispute entries for debit cards and ACH transactions and to monitor open cases.
- Support and recommend the implementation of process improvements for the department.
- Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses.
- Identify and report all risk and compliance issues, breaches, and suspicious activities to management.
- Update interest rate changes for deposit and loan products on core.
- Maintain current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements and other banking regulations, as well as Bank of Burlington policies and procedures related to the position.
Supervisory Responsibility: The position of Operations Specialist is not responsible for the supervision of any employee(s).
Minimum Requirements:
- Education may vary; a bachelor’s degree in a related field is preferred but not required.
- At least 3 years of experience in the banking industry, including experience with deposit and loan servicing, is preferred but not required.
- Intermediate knowledge of related state and federal banking compliance regulations, general bank policies and procedures, and Bank of Burlington’s products and services.
- Intermediate experience, knowledge, and training in all deposit and operations activities and terminology.
- Detail oriented with ability to research and resolve issues/problems that arise
- Excellent communication, customer service, and organizational skills
- Competent in Microsoft Office products: Outlook, Word, and Excel
- Knowledge of Jack Henry, Q2, and nCino software products is desired
