Service Operations Specialist - Minnetonka, MN

Service Operations Specialist

Coulee Bank is seeking an energetic, positive colleague to provide operational and direct retail service functions to our internal and external customers as a Service Operations Specialist. The ideal candidate will provide product and service support, process internal transactions such as ACH and wire requests, and maintain customer accounts. The role also serves as the primary retail service representative for the Minnetonka Branch, assisting customers in person. Additionally, this position provides support to the Treasury Management team as needed.

The ideal candidate will report out of our Minnetonka, MN office and must be able to commute to local office daily, this is not a remote position. This is a Monday-Friday; 8:00 am-5:00 pm position.

Why Work for Coulee Bank?

Coulee Bank is a family-owned community bank with a long-standing tradition of excellent service with strong roots within the communities we serve. Our mission is simple: Doing the Right Thing for Our Clients & Colleagues.

• Generous Compensation and Benefits Package
• 10 Paid Holidays a Year
• 19 PTO Days a year
• 401K Match
• Profit Sharing
• $100 Coulee Clothing Attire
• Tuition Reimbursement
• Paid Volunteer Time

Build a Career in the Financial Industry with Pathways for Advancements.

We recognize that our success is based on the quality and dedication of our team members. That's why we will continually invest in your growth by providing ongoing training and professional development opportunities that deepen your skills and optimize your expertise in the financial industry.

A Day in the Life of a Service Operations Specialist:

• Processes wire transfer duties as directed in a timely manner and consistent with federal regulations and compliance directives as they change over time.
• Performs investigation and research on routine and escalated items, in particular ACH fraud or check forgeries, to include interface with other departments and branch offices to resolve problems and issues in a timely manner.
• Process Deposit Exception items daily by end of day.
• Complete advanced account maintenance and parameter changes.
• Perform in person customer deposits, withdraws, transfers, coin orders and other teller-related bank transactions.
• Investigate and Finalize Regulation E and Non-Regulation E investigations on the ACH, ATM, and POS payment channels making sure to follow both Debit Card Processor and Regulation E compliance.
• Assist in-branch customers in opening new retail account products.
• Maintain working knowledge of bank departments and make referrals to employees who can more effectively assist customers when inquiries are not related to depository services.
• Consistently provide internal and external customers with exceptional service via incoming telephone calls, utilizing various banking systems and applications.
• Answer general internal and external customer questions and inquiries, provide education, and offer service to customers in a professional and courteous manner.
• Provide technical support and troubleshooting for a variety of programs and applications.
• Performs administrative tasks associated with cash management and remote deposit programs.
• Complete all follow-up work related to customer inquiries
• Review customer transactions and identify suspicious patterns of activity.
• Maintain records for monthly volumes and performance.
• Create spreadsheets, procedures, queries, documents, and reports for bank use
• Update internal fields of communication to reflect changes in processes and accounts
• Ensure confidentiality of bank and customer data
• Follow all established security and internal control procedures to protect the assets of the bank and its customers
• Participate in training programs to ensure knowledge of all pertinent procedure and regulatory requirements to perform all aspects of this position
• Participate in cross-training as a backup to other positions within the department

This position description does not list all the duties of the position. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this position description. The employer has the right to revise this position description at any time. The position description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, without notice.

Requirements

General Standards of Performance:

The duties and skills outlined in the job description require performance factors that allow a person to meet or exceed the expectations of the bank in successfully performing the job. Those competencies:

• Attention to detail: Demonstrates a high level of accuracy, attention to detail and is able to review work for errors.
• Change Management: Quickly adapts to changes in the work environment.
• Situational Awareness: Ability to gather information, understand and make sound informed decisions based on critical thinking.
• Consistently demonstrates the bank's core values; Serve, Care, Always Improving, Responsive and Flexible.

Qualifications:

• High School diploma, or equivalent
• Two to four years of experience in an administrative, operational and/or customer support role, preferably in a financial institution
• Strong technical skills, including knowledge of Microsoft Office products
• Ability to provide a high level of customer service experience to both internal and external customers
• Excellent verbal and written communication skills
• Strong attention to details and accuracy of work
• Knowledge of office methods, procedures, and practices, including the use of standard office equipment
• Ability to work effectively with a team to ensure customer satisfaction and completion of work
• Capacity for troubleshooting, problem-solving, and in-depth research
• Ability to multi-task, prioritize and manage time efficiently, particularly in regard to fluctuating levels of customer activity
• Willing to expand skillset and duties in service of improving bank operations
• Team player with a positive attitude that proactively seeks new ways to solve problems.

The likely salary range for this position is $26.00 - $32.00 per hour, this is however, not a guarantee of compensation or salary. Salary will be determined based on experience and could fall outside of this range.