TITLE: Support Specialist I - Operations

REPORTS TO: Central Operations Assistant Manager

FLSA: Non-Exempt

CATEGORY: Full Time

SHIFT: Monday – Friday 8: 00am – 5: 00pm

SUMMARY

Under minimal supervision, the Support Specialist I supports the Central Operations/eBanking daily activities and processes. Responsible to ensure key Operations daily deadlines are met and completed. Also supports the onboarding process, maintenance, and all client inquiries pertaining to Business VISA cards. Assumes responsibility and is accountable for adherence to Bank policies and procedures, as well as all applicable state and federal laws and regulations pertaining to employment and banking.

ESSENTIAL DUTIES

• Daily domestic and foreign wire origination, receipt, foreign draft origination and related documentation.
• Debit card support and processes to include: Enfact debit card issues, Reg. E claims, maintenance, Card Valet enrollments, and debit card orders.
• Business VISA card support and processes to include: Enfact card issues, maintenance, card orders, onboarding new clients and cardholders.
• Daily Exception item processing, to include NSF Items, Stop Payments, Non-post Items, & Charge Backs.
• Preforming account maintenance such as Address/Contact change requests, Posting errors, and submitting Cash Letter Adjustments.
• Provides clients support and responds to general inquiries and possible returns for ACH RDFI processing.
• Provides direct and indirect customer service by giving advice and answers for a variety of basic to complex questions regarding products, services, deposit account systems, and back-room functionality to customers and to co-workers.
• Researches, compiles, and reports work unit and individual volume, productivity, quality and other statistics using data base queries and other resources such as spreadsheets for presentation to Management.
• Reviews general ledger data combined with appropriate support documentation to make entries to the general ledger system and/or to reconcile general ledger accounts.

SECONDARY DUTIES

• Maintains a proficient knowledge of all applicable banking rules and regulations.
• Ensures all related paper file systems are maintained so that necessary documents can be found easily, and documentation is consistent and complete.
• Assumes responsibility for various department functions in the absence of staff members or in overload situations.
• Participates in various internal committees assigned by senior management.
• Completes assigned Compliance Training schedule. Maintains compliance with the Bank’s BSA/AML policies and procedures.

GENERAL

• Provides excellent personal customer service to all internal and external clients by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; and accepting responsibility for own actions.
• Follows policies and procedures; completes administrative tasks correctly and on time; contributes to the overall profitability of the Bank through cost controls and expense monitoring.
• Applies good judgment in decision making and sees beyond immediate assignments and acts on opportunities and problem areas.
• Performs position safely, without endangering the health or safety to themselves or others and reports potentially unsafe conditions.
• Works according to established schedules, arriving on time and with a positive attitude.
• Any other duties as defined by management.

QUALIFICATIONS AND DEMONSTRATED ABILITIES

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High School Diploma or equivalent.
• 1 to 2 years previous banking and/or client service experience in a professional environment.
• Proven ability to communicate and interact professionally with internal and external clients and work effectively as part of a team.
• Intermediate skills in computer terminal and personal computer operation; keyboarding, word processing, spreadsheet and specialty software programs. (QuickBooks/Quicken experience a plus)
• Excellent organizational and time management skills to ensure maximum productivity and to meet simultaneous deadlines.
• Current Driver’s License and access to reliable vehicle.
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
• Ability to read, analyze, and interpret business periodicals, professional journals, and technical procedures.
• Excellent organizational and time management skills, to ensure maximum productivity.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, and to speak clearly to clients, colleagues, and shareholders.
• Working knowledge of related state and federal banking compliance regulations, Bank operational policies and procedures, and the Bank’s products and services.
• Ability to work with minimal supervision while performing duties and to handle confidential information with discretion.

PHYSICAL REQUIREMENTS

• Repetitive use of hands such as grasping, twisting/turning of wrists, and finger dexterity necessary to perform various clerical duties such as typing, writing, maintaining files and counting currency.
• Occasional use of arms such as pushing/pulling to open and close drawers and cabinets.
• Frequent walking to assist customers and staff members at various locations within the Bank.
• Ability to sit and/or stand for extended periods of time at assigned station.
• Ability to bend and/or reach, and to lift and carry up to 30 pounds.
• Continuous clarity of vision at 20 inches or less for normal processing of work.