Operations Generalist

Description

Provides support to the departments and financial centers of the Bank by performing the day-to-day functions of Operations. Must have a thorough knowledge of banking regulations and the Bank’s policies, procedures, products and systems.

Essential Functions:

• Performs all functions necessary to complete the daily requirements of Returned Item Maintenance, Unposted Items, Returned Deposit Items and Overdraft Freedom.
• Coordinates collection processes for overdrawn accounts, closes delinquent accounts when necessary and monitors daily warning reports to prevent account mismanagement.
• Ensures accuracy of customer database information through verification of signature cards, driver’s licenses, and other criteria established by the Bank Secrecy Act and company policy. Reviews customer information and maintenance documents and monitors transactions for proper authorization, completeness and accuracy; reports consistent errors to management.
• Maintains customer information database by processing Savings Overdraft Solutions (SOS), Combined Statements, and maintenance requests such as account type changes, address changes, lockouts, interest rates, payment methods, determination and maturity dates, etc. on customer accounts.
• Manages all aspects of the debit card portfolio including ordering, maintenance, reissue and closing. Researches all card transaction and service issues.
• Verifies validity of business resolutions, powers of attorney and trust documents and ensures all meet requirements of the Bank.
• Manages all aspects of unclaimed property, IOLTA, B and C Notices and IRS Reporting.
• Responsible for the management of the IRA portfolio including opening/closing accounts for transfer, account maintenance, IRA file review, minimum distribution, etc.
• Provides superior service to bank customers via the Customer Contact Center and employees by answering questions, providing information regarding retail products and services.
• Manages online account opening including decisions on whether to open accounts for applicants, offering alternative products, onboarding accounts, etc.
• Provide superior customer service by initiating direct customer contact with external and internal customers as well as answering questions/requests in a timely manner.
• Tracks and monitors certain general ledger accounts.
• Assists financial centers with problem resolution and produces monthly reports of activity for management noting inefficiencies and making recommendations for future efficiencies.
• Communicates with outside parties when their assistance is needed. These may include Fiserv Special Apps, Fiserv Item Processing, CheckFree, UChoose, Internal Revenue Service, state agencies, etc.
• Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential. Complies with bank procedures and follows regulatory, operational and security guidelines. Works in conjunction with the Security Department as directed, maintaining strict confidentiality.

Secondary Functions

• Contributes to the team effort by performing other job-related duties as assigned.
• Rotates duties and responsibilities on a regular basis so as to keep knowledge and skills fresh.
• Re-issues year-end statements on a request basis from customers
• Preps documents to be imaged.
• Processes Business Online Banking setups and maintenance

Job Standards:

• Return all telephone messages no later than 24 hours.
• Maintain regular attendance and punctuality as evidence by attendance records
• Minimal complaints are received from internal and external customers on performance
• Complies with bank procedures and follows regulatory, operational and security guidelines
• Maintains customer confidence and protects operations by following the Privacy Policy, keeping information confidential and answering questions/requests in a timely manner
• Keeps up to date with federal and state banking regulations.

Requirements

Physical Requirements:

• Talking—Ability to express or exchange ideas by means of the spoken word
• Hearing—Ability to receive detailed information through oral communication
• Seeing—Ability to view a computer screen for an extended period of time and/or identify individuals visually
• Sitting—Ability to sit for extended periods of time
• Finger dexterity—Ability to work with fingers for handling coins or other small objects and use a keyboard
• Reaching—Ability to extend hand/arms in any direction to move/handle objects
• Lifting—Ability to lift and or move up to 30 pounds

Knowledge, Skills and Abilities:

• Education equivalent to a high school diploma required. Associates degree preferred
• Three years retail banking experience or related skills required
• Knowledge of Health Savings Accounts and Individual Retirement Accounts preferred
• Ability to meet deadlines with minimal supervision
• Must be detail oriented and possess excellent organizational skills
• Must possess excellent communication skills, written and verbal
• Proficient understanding of basic accounting principles
• Ability to understand various ATM network rules and Regulation E
• Ability to operate standard office equipment and utilize industry/business related software required, Microsoft Office preferred

PM19

  An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities