Bank Services Support Specialist

Job Summary

The Bank Services Support Specialist will be the first-tier customer support for internal bank employees, especially retail branches.. This position will provide support for teller and branch balancing/teller system, new account opening, account maintenance, safe deposit box processes, official check processes, ChexSystems review, and testing for Retail systems.  This position is also an additional point of contact for Retail Branch employees who need assistance or advisement on desired bank procedures and how to complete tasks, often during face-to-face customer interactions. 

Key Responsibilities / Essential Functions

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

• Assist Retail branch employees when additional knowledge or troubleshooting is needed on topics including but not limited to; proper usage of employee-facing tools and systems, how to complete less-common customer requests while still following rules and regulations, and assistance in researching and correcting mistakes made by Retail branch employees. 
• Act as first-tier customer support for retail branches.
• Advise Corporate Learning of trends in training gaps and Retail Operations on possible system improvements or policy changes. 
• Review and modify processes and procedures routinely to ensure compliance and improve efficienty. 
• Submit service tickets for system improvements and defects. 
• Provide support for teller balancing/teller system, new account opening, account maintenance, safe deposit box processes, and official check processes. 
• Review Chex systems results from branches.
• Responsible for testing Connected Teller and Aperio for system updates and functionality
• Resolve customer issues involving bank products and services.
• Collaborates with other Retail Care team members to improve customer service.
• Provide support for indexed items into cold storage.
• Act as a liaison with other back-office departments while supporting Retail branch employees when further research or capabilities are needed. 
• Maintain confidentiality and security of sensitive information.
• Adhere to all corporate policies and procedures, Federal and State regulations, and laws. 
• Complete all mandatory annual compliance training. 
• Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identifications, detection, and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws. 
• Perform other duties and special projects as assigned. 

Job Requirements

Education:

• High school diploma or equivalent.

Required:

• 1 year of relevant experience.
• Ability to successfully complete continued training courses throughout lifetime of position.
• Proficient in Microsoft Office products.

Preferred:

• Associate degree in business-related field.
• Teller work experience.
• Customer service skills.

About HomeTrust Bank

HomeTrust Bank, founded in 1926, is a North Carolina chartered, community-focused financial institution committed to providing value-added community banking through online/mobile channels and multiple locations in Virginia, North Carolina, South Carolina, Tennessee, and Georgia. Learn more at www.htb.com. Apply today to take your first steps towards joining this talented population of employees within a growing organization. 

Work Environment, Physical Requirements  

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  HomeTrust Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of qualified applicants and employees.

• This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. 
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. 
• Physical activity requiring reaching, sifting, lifting to 25 lbs., finger dexterity, grasping, feeling, repetitive motions, talking and hearing are required.
• The employee will frequently communicate and must be able to exchange accurate information with others.
• The employee may need to move around their office to attend meetings and to access files, machinery or other job-related tools.

DISCLAIMER:  HomeTrust Bank is an evolving company.  As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

HomeTrust Bank's policy is to provide equal employment opportunities to all persons regardless of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal law. Employment decisions will be based on valid job requirements and business needs, and we administer personnel actions (including recruitment, selection, promotion, compensation, benefits, transfers, layoffs, training, and social/recreation programs) without discrimination on any prohibited basis.