Support Operations Representative I

GENERAL FUNCTION

Provides assistance and quality customer service to retail employees and other bank employees. Completes daily tasks as assigned.

MAJOR DUTIES AND RESPONSIBILITIES

• Entry level into this area is concerned with acquiring the knowledge and skills to efficiently and accurately perform the duties of each area in the support departments.
• Follows established procedures and management policies to provide good system control and backup files to safeguard financial information.
• Maintains sufficient records for good audit trail of all transactions handled by the department.
• Meets reporting deadlines as directed.
• Performs job functions in a variety of functional areas, including but not limited to:

• Edits, corrects, and processes transactions to customer accounts – processes research and adjustments.
• Captures, indexes and manages customer documentation in centralized system- processes outgoing mail.
• Verifies and balances bank accounts, monitors and clears exceptions, processes for bank debit and credit card program, processes escrow payouts.
• Balances all teller related activities- processes incoming mail- processes returned mail- processes credit verifications.
• Monitors and maintains ACH origination for bank customers.
• Loads and verifies data into the core system for deposits and loan.
• Monitors and reports account activity as required by regulations, processes card disputes.
• Resolves posting exceptions and processes returns.
• Updates transactions to customer accounts, processes customer statements and notices.

ADDITIONAL RESPONSIBILITIES:

• Maintains accurate department records.
• Assists in research on an as needed basis.
• Knowledgeable of bank trancodes, account types, and class code and their usage for all applications.
• Knowledgeable of all bank products and services.
• Performs any other duties needed in the maintenance of the department or any other department as directed by management.
• Assists other departments as needed.
• All other tasks as assigned by supervisor.

JOB QUALIFICATIONS

• High school graduate or equivalent.
• One year of operational experience, customer service experience or equivalent.
• Must be able to set priorities and demonstrate excellent organizational skills.
• Good communication skills, both verbal and written.
• Ability to interact well with all bank personnel.
• Ability to perform repetitive tasks and to operate well within time restraints.
• Demonstrated ability in working with computers.
• Must be able to follow specific instructions.
• Must have good motor skills, continuous movement of hands.
• Ability to perform repetitive tasks.
• Ability to sit for extended periods of time.
• Demonstrates proficiency and commitment to excellence in performance of duties.
• Knowledgeable of regulations governing transactions in relation to deposit and loan accounts
• Individual has demonstrated aptitude for banking and begins developing a general knowledge of bank operations.

STANDARDS OF PERFORMANCE

• Provides courteous and professional service to all customers and co-workers.
• Reports to work in a timely manner.
• Completes work accurately and efficiently.
• Maintains positive work-environment with co-workers and customers.
• Requires ability to work well with others.
• Conducts customer relations in a manner that will enhance the overall marketing effort of the bank.
• Follows all company policies and procedures.
• Procedures are clearly defined and errors easily avoided by following those procedures.
• Progresses toward proficiency developed through training and supervision.
• Maintains efficiency standards and goals set by the supervisor.