Central Operations Supervisor

Job Description

Job Description

TITLE: Central Operations Supervisor

REPORTS TO: Operations Support Manager

FLSA: Exempt

CATEGORY: Full Time

SHIFT: Monday – Friday 8:30 AM – 5:30 PM

SUMMARY

The Central Operations Supervisor will be responsible for supervisory, administrative, and compliance control of the day-to-day Central Operations infrastructure, including, but not limited to, staff training, and development, implementation of bank policies and procedures, and regulatory procedures. They will assist with special projects, & procedure writing, to evaluate and improve departmental efficiency.

ESSENTIAL DUTIES

1. Provide daily supervision and direction to the Central Operations team to ensure prompt, efficient customer service.

2. Direct daily operational activities of Central Operations staff and/or service providers to ensure all processes are completed to meet processing deadlines and are in compliance with regulations and internal policies and procedures.

Key Processes include:

• Exception Item Processing
• Cash Letter Adjustments
• Wires
• ACH Dispute Processing
• Debit Card
• Credit Cards
• Fraud
• Loomis
• Verafin
• Weiland
• Onsetto
• RTP

3. Responsible for hiring, salary increase, promotion, and disciplinary action. Coach, counsel, and provide general direction, guidance, and training to direct reports.

4. Maintain knowledge of internal resources to mitigate and/or report disruption of service to clients; and communicate recurring or serious issues to Operations Support Manager and/or Operations Support Officer.

5. Provide direct and indirect customer service by giving advice and answers to a variety of basic to complex questions regarding products, services, deposit account systems, electronic banking platforms and back-room functionality to clients and colleagues.

6. Use knowledge of specialized areas to resolve issues or answer questions that involve interpretation of Bank policies and procedures.

7. Research, compile, and report work unit and individual volume, productivity, quality and other statistics using database queries and other resources such as spreadsheets for presentation to Operations Support Manager.

8. Assist Operations Support Manager with annual audits.

SECONDARY DUTIES

1. Maintain a proficient knowledge of all applicable banking rules and regulations.

2. Participate in various internal committees assigned by management.

3. Ensure all related paper file systems are maintained so that necessary documents can be found easily, and documentation is consistent and complete.

4. Help with Legal Order request such as Garnishments, Levy’s, Subpoenas, etc.

5. Assume responsibility for various department functions in the absence of staff members or in overload situations.

6. Complete assigned Compliance Training schedule. Maintain compliance with the Bank’s BSA/AML policies and procedures.

GENERAL

1. Operates a computer terminal or personal computer to process account activity, determine balances and resolve problems within given authority.

2. Provides excellent personal customer service to all internal and external clients by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; and accepting responsibility for own actions.

3. Follows policies and procedures; completes administrative tasks correctly and on time; contributes to the overall profitability of the Bank through cost controls and expense monitoring.

4. Applies good judgment in decision making and sees beyond immediate assignments and acts on opportunities and problem areas.

5. Performs position safely, without endangering health or safety to themselves or others and reports potentially unsafe conditions.

6. Works according to established schedules, arriving on time and with a positive attitude.

7. Any other duties as defined by management.

QUALIFICATIONS AND DEMONSTRATED ABILITIES

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

1. High School Diploma or equivalent.

2. Working knowledge of back-office operations, policies, procedures, and deposit products and services, as obtained through a minimum of 5+ years in a Central Operations support position and /or training or equivalent combination of education and experience. Educational experience, through in-house training sessions, formal school or related curriculum, should be applicable to the finance industry. Work related experience should consist of at least 5+ years’ experience in a bank operations support position.

3. Proven ability to communicate and interact professionally with internal and external clients.

4. Intermediate skills in computer terminal and personal computer operation; keyboarding, word processing, excel and specialty software programs.

5. Current Driver’s License and access to reliable vehicle.

6. Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.

7. Ability to read, analyze, and interpret business periodicals, professional journals, and technical procedures.

8. Excellent organizational and time management skills, to ensure maximum productivity.

9. Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, and to speak clearly to clients, colleagues, and shareholders.

10. Working knowledge of related state and federal banking compliance regulations, Bank operational policies and procedures, and the Bank’s products and services.

11. Ability to work with minimal supervision while performing duties and to handle confidential information with discretion.

PHYSICAL REQUIREMENTS

1. Repetitive use of hands such as grasping, twisting/turning of wrists, and finger dexterity necessary to perform various clerical duties such as typing, writing, maintaining files and counting currency.

2. Occasional use of arms such as pushing/pulling to open and close drawers and cabinets.

3. Frequent walking to assist customers and staff members at various locations within the Bank.

4. Ability to sit and/or stand for extended periods of time at assigned station.

5. Ability to bend and/or reach, and to lift and carry up to 30 pounds.

6. Continuous clarity of vision at 20 inches or less for normal processing of work.