Deposit Operations Support Associate - Banking

Why Join First Federal?

At First Federal, we’re committed to fostering a supportive environment where your expertise can shine. We celebrate our team’s success, set ambitious goals, and prioritize community involvement. As part of our team, you’ll contribute to a culture rooted in excellence and community impact.

First Federal is looking for a Deposit Operations Support Associate to join our team. The Deposit Operations Support Associate is an entry-level position in the deposit operations job family. No experience is required, some banking, financial services, administrative, or customer service experience is preferred. Works on assignments that are routine in nature where limited judgment is required. Will normally receive detailed instructions on all work and will learn banking policies and regulations.

May support multiple departments or locations within the Operations division as needed.

• Answer a multiline phone system in a tactful, professional and timely manner.
• Utilize active listening skills to identify caller needs. Refer customer if needed through consultation with receiving party to ensure a soft hand off.
• Handle escalated customer service situations effectively by demonstrating empathy.
• Develop and maintain an understanding of First Federal products and services and participate actively in ongoing training to ensure competency. Provide product/service information to customers.
• Provide telephone support to customers for inquiries related to, but not limited to, debit cards, CD renewals, online banking, accounts, and general questions.
• Field, research and resolve basic complaints in a friendly and courteous manner.
• Proactively engage customers via detection tools to identify and reduce debit card fraud.
• Process service charge reversals
• Process verbal stop payments for customers
• Be able to field general questions and concerns regarding garnishments and levies.

• Answer branch & customer operational questions including teller transaction & new account questions.
• Monitor Helpdesk ticket queue and assign tickets in a timely manner.
• Order branch cash on a weekly basis.
• Prepare and send outgoing customer correspondence.
• Review Director system exception reports on a daily basis.
• Responsible for dormant account management and escheatment
• Responsible for transfer management setup or changes
• Perform account maintenance.
• Upload and index documents to Director.
• Process in-clearings in a timely manner.
• Set up checking and savings overdraft protection.
• Perform stop payment maintenance.
• Assist in maintaining retention records.
• Recycle checks, bonds, and CCOD receipts per assigned schedule.
• Complete requests from various sources requesting information, such as deposit verifications.
• Act as a secondary reviewer on outgoing and incoming wire requests, per established procedures, perform required OFAC verifications.
• Review incoming check deposits and batches from different sources including ATM, Mobile, and Teller for discrepancies, errors, and red flags.
• Perform & review branch certifications including but not limited to CIP, Reg E, Reg. CC certifications.
• Responsible for safe deposit box management, E/EE Bond redemption verification, IOLTA, CDARs management, B-Notices, W-8 non-resident alien monitoring, and deposit rate maintenance
• Process Instant Issue debit card orders.
• Other tasks as assigned.

• High School Diploma or equivalent.
• No experience required, some banking or similar financial services environment experience preferred.
• Excellent listening, verbal and written communication skills.
• Strong problem resolution skills.
• Ability to operate various office equipment including printers, fax/scanner/copier, 10-key adding machine, multi-line telephone.
• Strong computer skills including the ability to type by touch, including alpha and numeric keyboards and the ability to use a computer keyboard for accurate data entry in a quick and efficient manner.
• Intermediate level software experience including use of the Microsoft Office suite of products (Word, Excel) required. Ability to navigate effectively within company computer systems and to quickly learn new software, systems or processes.
• Ability to read, interpret & retain policies, procedures related to assigned duties, banking and bank processes.
• Ability to work independently as well as in a team environment to accomplish work assignments. Complete work assignments in a fast-paced environment, under minimal supervision and sometimes under tight deadlines.
• Demonstrated effective prioritization and time management skills.
• Effective interpersonal skills, tact and diplomacy.

• Competitive compensation and benefits package
• Training and ongoing professional development
• Opportunities for career advancement within First Federal
• A supportive, team-oriented work environment where your contributions are valued

This position will have access to cash, financial instruments, financial transactions or…