Operations Support Specialist, Customer Service​/HelpDesk

About The Role

The Operations Support Specialist provides assistance to the Senior Operations Manager(s), operations department(s), branch staff, and others as requested or needed. The employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner to enhance the overall efficiency and image of the bank.

DUTIES AND RESPONSIBILITIES:

• Provide prompt and courteous service to all internal and external customers, supporting the goals and mission of the Bank
• Perform general operations daily, monthly, quarterly, and year-end duties for: IOLTA postings, escheatment, safe deposit box review, dormant accounts, deleted transactions, tax corrections, CIF report review/clean-up, debit card reports, stop/hold report review, NSF report, Canadian check and cash rates, etc.
• Provide operations support to branches and other departments including disputes, Card Wizard assistance and overrides, Vertex issues and overrides, wires, disputes, account changes, file maintenance, new account support, documentation review, non-post items, ACH research, and stop payments, holds, forgeries, etc.
• Deposit Account Document Quality Review.
• Participate in GBCI committees/work groups
• Maintain, correct, and monitor IRAs & HSA accounts.
• Correct offages in the DDA Settlement, CD Settlement, and Safe Deposit Box Settlements
• Cross-train in other operational functions as needed.
• Participate in Community Service and Bank-sponsored activities that serve and support the mission and values of the Bank.
• Provide superior internal and external customer service: demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.
• All employees are accountable for compliance with applicable laws and regulations when performing their job duties. Each employee is expected to participate in required training to become familiar with the legal and regulatory requirements affecting their job responsibilities, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Represent the Bank in a professional manner which includes a professional image, confidentiality, a positive can-do attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs
• Keep work area tidy and maintain customer privacy.
• Additional duties as requested or assigned.
• Regular and predictable attendance to accomplish job duties and provide in-person contact with customers.

Actively use the service pledge in all customer encounters.

Service Pledge:

• Smile
• Eye Contact
• Refer to Customer by name
• Viable Options
• Instant Acknowledgement

About You

QUALIFICATIONS:

• Minimum of two years bank experience preferred.
• High school diploma or equivalent.

KNOWLEDGE, SKILL, ABILITY:

• High degree of attention to detail and excellent organizational skills to perform in a fast-paced environment. Ability to prioritize and manage heavy workload and demonstrate effective time management.
• Ability to work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast-paced/deadlines-oriented environment.
• Ability to work quickly and accurately, perform under pressure, meet multiple deadlines, and make decisions based on regulations, policies, knowledge, and experience.
• Ability to work both independently and in a team environment.
• Ability to understand and follow complex written and oral instructions.
• Ability to communicate effectively verbally and in writing.
• Basic computer skills with working knowledge of word processing, spreadsheets, ten-key, and general computer applications.
• Working knowledge of standard office equipment.

WORK ENVIRONMENT: Must be able to routinely perform work indoors in a climate-controlled shared work area with moderate noise level.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to stand, walk, and lift or reach with hands and arms.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or…