Item Exception Processing Specialist

SUMMARY

The Item Exceptions Processing Specialist supports daily exception processing activities for both consumer and commercial banking operations. This role is responsible for handling transactional tasks such as return item processing, unposted item repair, and posted exception resolution for DDA and savings accounts. Additional duties include reviewing stop payment suspect reports, processing daily chargebacks, and managing death notification entries. This position is considered essential and requires on-site presence or secure VPN access during inclement weather or emergency situations to ensure continuity of operations.

ESSENTIAL FUNCTIONS

• Process return items and unposted items, including unauthorized and Federal Reserve returns.
• Handle chargeback items and follow special instructions for chargeback processing.
• Review and return stop payment suspects as directed by branch instructions.
• Balance general ledger (GL) accounts, including:
  1. FED Returns Clearing GL
  2. DDA/Savings Unposted GL
  3. Special Handling GL
• Review and correct ACH exception items by updating account numbers or types in Horizon XE.
• Upload ACH Federal Reserve Notifications of Change (NOCs) into OnBase.
• Verify company ID numbers and check for missing customer notices on all new stop payments.
• Receive and process Stop Pay Release Forms with customer authorization signatures.
• Review incoming Death Notification Entries (DNEs) in accordance with established procedures.
• Audit the Duplicate Transaction Report to ensure duplicate or piggyback items are properly returned.
• Assist branches and branch support with inquiries related to ACH, NOCs, ACH returns, reclamations, RIP/UIR, and teller outages.
• Monitor customer Positive Pay accounts via the First Bank Positive Pay website; return or correct items after the 11:00 a.m. customer cutoff.
• Maintain availability as an essential employee, with on-site or VPN access required during inclement weather or disaster scenarios per the Bank’s BCP (Business Continuity Plan).
• Log support tickets or contact vendors (e.g., FIS/Horizon, Charge-Back Manager, other financial institutions) as needed.
• Complete all required annual compliance training courses.
• Adhere to all corporate policies, procedures, and applicable federal and state regulations, including the Bank Secrecy Act and Anti-Money Laundering Act.
• Uphold all levels of the Bank’s Service Excellence standards.
• Perform additional duties as assigned.

GENERAL QUALIFICATIONS

Knowledge & Experience:  These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  Individual abilities may result in some deviation from these guidelines.

Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration.  A valid driver’s license is required.  Must have the ability to stand, walk, sit and use hands and fingers.  Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The environment is a professional office with standard office equipment.

Cognitive Requirements:  Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.  Must be able to pay close attention to detail and be able to work as a member of a team.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.