Operations Support Specialist, Customer Service​/HelpDesk

About The Role

Position provides assistance to branch staff and others as requested or needed. Interact with customers, vendors, the public, and bank staff in a professional and courteous manner. Conduct themselves in a manner that will enhance the overall efficiency and image of the bank.

• Perform daily, monthly, quarterly, and year-end duties related to user transactional audits, IOLTA reporting, escheatment, POD support, deceased processing, return mail, stops, AFTs, sweep, e-statements, fraud, deposit corrections, IRA transaction verification, HSA transaction verification, safe deposit box review, dormant accounts, deleted transaction, and tax corrections.
• Review and ensure clean-up is completed for operational reports, including data integrity for CIF/DDA/CD, debit card reports, IRA, CD, stop/hold report review, NSF report, Reg D monitoring, and Canadian check activity.
• Provide operations support to branches and other departments including cash handling, proof, cash recyclers, Vertex issues, wires, disputes, account changes, supplies, data integrity, file maintenance, account maintenance and transactional documentation review, non-post items, ACH research, stops/holds, New Account QC support and Document review, and reset passwords for Global Pay Foreign wire and applicable bank systems.
• Provide support for the quarterly branch supply process, hold quarterly meetings with the branch supply point person, gather branch orders, determine efficiencies, and empower the branch as it makes sense.
• Provide first-line commercial electronic payments support for onboarding and customer inquiries, including wires, ACH, RDC, and business bill pay. Encourage customers to use all available self-service tools.
• Maintain user access for Fedline, Silverlake, Synergy, and other bank software.
• Ensure proper records are maintained and safeguards and systems are in place for retention and storage as necessary. Adhere to SOX policy and procedures to ensure regulatory compliance.
• Assist Operations Manager and Team Leads with tier I customer annual reviews including ACH and cash management risk. Verify ACH limits in the file to ensure alignment with computer records and retrieve appropriate authorization levels for each review. Assist in onboarding tier I customer setups.
• Remain informed of all bank products and services. Identify sales opportunities and refer business to the appropriate person. Train customers on e-banking and treasury management products.

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. Maintain strict confidentiality of customer information.

Develop and improve skills through training programs and regular feedback discussions with supervisors. Participate in all training sessions and complete OnCourse training courses by due date.

Adhere to First Security Bank’s core values; represent the bank in a professional manner with confidentiality, a positive attitude, good attendance, punctuality, flexibility, and adaptability in meeting customer needs.

Display excellent customer service with both internal and external clients. Embody First Security Bank’s “Welcome” tenets:

• Warm - Demonstrate warmth; be genuine and approachable
• Engage - Engage with teammates and customers; be present in every interaction
• Listen - Actively listen to employees and clients
• Connect - Build relationships, connect with the community and teams
• Opportunity - Seek opportunities to serve others
• Modify - Adapt your approach to meet employees and clients where they are
• Experience - Create a true experience for the client by providing exceptional service on their financial journey

Must be capable of regular, reliable, and timely attendance to accomplish essential job functions including in-person contact with internal and external customers.

Position performs other duties as needed/assigned.

• A high school degree or GED is required.
• Six months to one year of banking experience.

Working knowledge of standard office equipment. Basic computer skills with working knowledge or ability to learn various office software.

Communicate effectively verbally and in writing, using appropriate tools and techniques. Demonstrate professional phone skills and courteous customer treatment.

Customer Service: community-focused and committed to Integrity, Service and Success.

Teamwork: ability to work independently and as part of a team, collaborating to achieve goals and resolve issues.

Professionalism: maintain a professional manner and positive working relationships; uphold credibility.

Ethical Behavior: model honesty, integrity, trust, and openness; follow appropriate standards of conduct.

Confidentiality: maintain strict confidentiality of information obtained during duties.

Quality Management: adhere to guidelines and strive for accuracy and…