Operations Control Specialist I

Salary Grade : 12

SUMMARY:

Operations Control Specialist I (OCSI) works as part of a cross-functional team to deliver outstanding customer service to internal and external clients. Provides support, including but not limited to, mobile deposits, ATM deposits, project management, deposit account servicing, client support, client onboarding, maintenance reviews and account monitoring, among other duties. 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. Perform account reconciliations of general ledgers and Bank checking accounts.
4. Develop a working knowledge of product and service offerings including consumer, business, non-profit, retirement, safe deposit boxes, digital banking, online account opening, BillPay, and debit cards, as well as other Bank products, services and systems as applicable.
5. Perform detailed reviews of account documentation to ensure deposit and safe deposit accounts are set up correctly and properly maintained.
6. Perform account research for requests related to customers, subpoenas, levies and account verifications.
7. Archive documentation electronically and eliminate paper-based filing, whenever possible.
8. Assist banking center staff with general inquiries, daily settlement, procedural guidance, error resolution and other needs that arise.
9. 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.
10. Perform account reconciliations of general ledgers and Bank checking accounts.
11. Work closely with project implementation teams to support product development and process improvement initiatives.
12. Perform file maintenance and other tasks related to address change requests, product type modifications, place stop payments, interest adjustments, etc.
13. Effectively manage and navigate multiple software applications used to support daily operations.
14. Adherence to all regulatory, legal and Bank policy issues relating to Banking Services Operations.
15. Complete annual training requirements.

EDUCATION, CERTIFICATIONS:

• High school diploma or equivalent
• Bachelor's degree preferred

KNOWLEDGE, SKILLS & ABILITIES:

• Minimum six (6) months financial services or finance/accounting experience.
• Minimum six (6) months of customer service experience.
• Demonstrable file management acumen.
• Proficient with Microsoft Office suite including Outlook, Excel and Word.
• Excellent oral and written communication skills
• Ability to multi-task in a fast-paced environment.
• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

COMPETENCIES:

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