Branch Operations Specialist

Deposit Operations SpecialistHOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under-resourced Deep South communities. Since 1994, these efforts have benefitted more than three million people in Alabama, Arkansas, Georgia, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at hopecu.org.The Deposit Operations Specialist is responsible for providing critical back-office support to ensure smooth and efficient deposit operations across the organization. They are responsible for processing back-office transactions and providing research support across all HOPE branch locations, ensuring accuracy and confidentiality in handling sensitive situations. Specialists will be assigned to focus on one of three areas: Account Management, Card Services, or Payments. This role involves ensuring compliance with organizational policies and regulatory requirements, resolving operational issues, and collaborating with cross-functional teams to provide excellent service to members and internal stakeholders.Essential FunctionsAll Deposit Operations Specialists will be responsible for the following:Provide excellent member service in all interactions with members and vendorsComply with all regulatory compliance requirementsParticipate in cross-training initiatives to gain knowledge of all specialization areas, providing support to other teams as needed to ensure operational continuity during high-demand periods or staff absencesEssential functions for specialized areas are as follows:Account Management: Essential FunctionsProcess ticketing requests, ensuring a response within the 24-hour SLAHandle certificate maturity and renewal notices and other account-related updatesPerform IRA account and document maintenanceProcess remote deposit capture itemsConduct routine audits of ECM Payment reportsResearch fraud alerts and provide recommendations for resolutionCompliance and Reporting:Manage charge-off process from initial report generation to completion ensuring collaboration with the Collections DepartmentConduct routine reconciliations of core processing system with external vendorsComply with all regulatory compliance requirementsMember Support:Assist with member disputesQuality Control and Risk Management:Review new account files and online membership applications to ensure compliance and accuracyReview and verify transactions, such as share drafts to maintain high accuracy and complianceEnsure dual control approval processes are followed for key transactions to minimize errors and fraudConduct daily review of check deposits and holds, report any findings to relevant stakeholders, like Branch Managers or ComplianceCard Services: Essential FunctionsDebit/Credit Card Management:Address retail tickets related to travel alerts, card limits, PIN issues, and special handling, ensuring a response within the 24-hour SLAProcess email requests for PIN resets, travel notices, and authorization inquiries using vendor website accessAnalyze and make recommendations regarding internal debit/credit card limits for online and offline transactionsMonitor plastic card inventories via vendor websites to ensure sufficient supplies are on handEnsure dual control approval processes are followed returned card logsCard Production and Special Requests:Process VISA Credit Card production requests, ensuring dual control segregation of duties for credit card loansHandle special/expedited card requests by pulling email requests, reviewing cardholder information, and submitting them to the card processing vendor with special handling instructions. Track the status of these cards to ensure accuracyClaims, Reporting, and Fraud Monitoring:Process and respond to member claims of fraudulent or unauthorized activityConduct thorough research and investigation of disputes within the Regulation E timeframeFollow up to close each claim, composing correspondence, and contacting members via phone, email, or mail as applicablePrepare and submit claims to the designated insurance company for the recovery of fraudulent transactionsPrepare and submit required quarterly and annual reports to card services vendors and partnersReview daily core processing system-generated reports for card order exceptions and notify branch staff via email for correctionsMonitor fraud-related emails, noting and blocking cardholder accounts as appropriateManage VISA CAMS Alert emails, monitor for possible compromised card lists, and follow procedures to block and issue new card numbers with member notificationDaily report reviewVendor Communication and Coordination:Communicate with the card transaction processing vendor regarding fraudulent transactions, chargebacks, and requests for documents or photosServe as the liaison between internal teams and external vendors, managing new machine and/or software installationsMonitor vendor websites for ATM machine malfunctions or vandalism and coordinate service or repair with the machine vendor and branch staffPayments: Essential FunctionsTransaction Processing:Process ticketing requests, ensuring a response within the 24-hour SLAProcess various types of transactions, including ACH files, share drafts, wires, mobile deposits, and loan paymentsProcess both incoming and outgoing wire transfers and ACH transactionsManage consumer and business account transactions, including exceptions and fraud alertsMonitor FRB – FedWire for incoming wire messages and manage incoming and outgoing wire requests through CT ticketsPrepare and submit the ACH Online Account Funding fileCurrency Orders:Manage currency orders to ensure adequate cash flow and availability for branches, maintaining an efficient operationSEG/HAN Payroll Posting:Ensure that payroll is processed accurately, timely, and in compliance with all regulatory requirementsQuality and Risk Management:Review and verify transactions, such as ACH exceptions, to maintain high accuracy and complianceProvide timely dual control approval in FedLine for uploaded ACH files and outgoing wire approvalsAccountability for Business Results:Ensure accuracy of work productsAccurate member transactionsAccurate and timely member account researchSpecified Authority Level:Access to member account informationAuthority to conduct transactions as requested by member on their accountsAccess to vault with one member of management presentAccess to card services portals (Card Services)Authority to open and close member accounts (Account Management)Qualifications:Required:High school diploma or GED requiredDesired:Bachelor's degree in business or related area preferred2+ years of experience in related back-office functions preferredExperience in banking/credit union back-office functionsCustomer service experienceWork Environment:Employee spends the majority of time in office environment, generally accessible to the public, members, and potential membersNoise level in the work environment is usually moderateReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsPhysical Demands:Employee is regularly required to sit, stand and walkEmployee will use hands to finger, handle or feel, reach with hands and arms, and talk or hearEmployee will irregularly lift and/or move up to 10+ poundsEmployee will frequently travel to various branches within the company's marketReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsComprehensive Benefits Package:Paid Vacation and Sick