Job Details

Bank Operations Support Specialist

This position is Monday through Friday (8 hours) but occasionally will cover Saturdays (8:30 to 1:30) as needed. The schedule is subject to change based on the business needs of the Bank.

Essential Functions:

• Document all operational and new accounts calls and e-mails into call tracking system.
• Obtain and document relevant customer and account information to facilitate analysis.
• Analyze issues to determine response and whether to escalate within stated guidelines; track the issue until resolved.
• Provide information, advice or instruction in response to inquiries from callers.
• Identify and propose alternate solutions when issues cannot be quickly resolved.
• Utilize and research knowledge base, training resources, operational guides, and standard operating policies and procedures to provide guidance on various topics.
• Document 1st level resolutions for potential contribution to the knowledge base.
• Prioritize various requests from callers, management, 2nd level, and 3rd level support.
• Read and interpret customer provided documents and determine whether to escalate for approval prior to acceptance.
• Effectively present information in a manner that is easily understood by the end user.
• Teach end users how to resolve problems verbally and via remote assistance.
• Compose and publish instructional documents or resource materials to assist callers.
• Compose email communications for Bank distribution to inform employees of various issues.
• Adhere to established Bank Policies and Standard Operating Procedures.

Policy and Procedure Development, Authoring & Administration: 20%

• Partner with Retail Banking and Bank Operations Business Analysts to update and maintain existing Bank Policies and Standard Operating Procedures.
• Create concise, relevant, and appropriately structured Bank Policies and Standard Operating Procedures.
• Maintain policy and procedure indexes, periodically verify and repair links to external sources as required.
• Provide support to branches and departments on issues related to policy and procedure.
• Analyze trends in support requests and recommend policy and procedure updates as appropriate.

Bank Operations Support: 10%

• Cross train with Central Services, Proof and Transit, and Electronic Banking departments to provide support in daily processing.
• Daily review of ATM, Remote Deposit Capture, and Mobile banking deposits above specified limit to analyze potential risk and detect fraud.
• Communicate with branches, customers, and management to resolve deposit exceptions and report potential fraud.

Non-Essential Functions: 10%

• Perform special projects and research as assigned.
• Perform other duties as assigned.

Supervisory Responsibilities: None

Minimum Qualifications:

• Accuracy / Quality: Achieves a high standard with work processes and outcomes; completes tasks with a concern for all the details involved; monitors and checks work for precision, clarity, and completeness; produces quality results.
• Analytical Thinking: Divides an object or issue into its component parts in order to understand how they interrelate; recognizes cause and effect relationships; considers several explanations/plans and makes logical conclusions.
• Attention to Detail: Accomplishes tasks through concern for all areas involved; shows concern for all aspects of the job; accurately checks for processes and tasks and follows up in a timely manner with appropriate persons.
• Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.
• Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
• Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
• Flexibility/Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.
• Prioritization/Time Management: Assesses multiple tasks or issues which are competing for a limited amount of time or resources and determines the order in which each will be addressed; sets priorities, goals, and timetables to achieve maximum productivity; tracks both completed and incomplete activities.
• Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
• Technology: Uses automated systems or tools to simplify, improve, and increase efficiency of work processes; embraces and adapts to changes in technology.
• Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
• Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.

Knowledge, Skills and Abilities:

• Thorough knowledge of general bank operations and bank policies and procedures.
• Knowledge of core banking application and sub-systems.
• Skills operating a personal computer including word processing, spreadsheet and presentation software.
• Proficient interviewing, fact finding and problem solving skills.
• Ability to remain calm in stressful situations.

Physical Requirements:

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 25 pounds occasionally.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors, majority of the time is spent sitting at a desk.

Education and Experience:

A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through a minimum of two years experience in banking and bank operations.

Compensation: The hiring range for this position is $21.95 to $26.20 per hour. The compensation offered will fall within this range commensurate with the candidate's applicable experience, education and skills.