Support Operations Representative

Job Description

Job Description

GENERAL FUNCTION

Provides assistance and quality customer service to retail employees and other bank employees. Completes daily tasks as assigned.

MAJOR DUTIES AND RESPONSIBILITIES

• Entry level into this area is concerned with acquiring the knowledge and skills to efficiently and accurately perform the duties of each area in the support departments.
• Follows established procedures and management policies to provide good system control and backup files to safeguard financial information.
• Maintains sufficient records for good audit trail of all transactions handled by the department.
• Meets reporting deadlines as directed.
• Performs job functions in a variety of functional areas, including but not limited to:

• Edits, corrects, and processes transactions to customer accounts – processes research and adjustments.
• Captures, indexes and manages customer documentation in centralized system- processes outgoing mail.
• Verifies and balances bank accounts, monitors and clears exceptions, processes for bank debit and credit card program, processes escrow payouts.
• Balances all teller related activities- processes incoming mail- processes returned mail- processes credit verifications.
• Monitors and maintains ACH origination for bank customers.
• Loads and verifies data into the core system for deposits and loan.
• Monitors and reports account activity as required by regulations, processes card disputes.
• Resolves posting exceptions and processes returns.
• Updates transactions to customer accounts, processes customer statements and notices.

ADDITIONAL RESPONSIBILITIES:

• Maintains accurate department records.
• Assists in research on an as needed basis.
• Knowledgeable of bank trancodes, account types, and class code and their usage for all applications.
• Knowledgeable of all bank products and services.
• Performs any other duties needed in the maintenance of the department or any other department as directed by management.
• Assists other departments as needed.
• All other tasks as assigned by supervisor.

JOB QUALIFICATIONS

• High school graduate or equivalent.
• One year of operational experience, customer service experience or equivalent.
• Must be able to set priorities and demonstrate excellent organizational skills.
• Good communication skills, both verbal and written.
• Ability to interact well with all bank personnel.
• Ability to perform repetitive tasks and to operate well within time restraints.
• Demonstrated ability in working with computers.
• Must be able to follow specific instructions.
• Must have good motor skills, continuous movement of hands.
• Ability to perform repetitive tasks.
• Ability to sit for extended periods of time.
• Demonstrates proficiency and commitment to excellence in performance of duties.
• Knowledgeable of regulations governing transactions in relation to deposit and loan accounts
• Individual has demonstrated aptitude for banking and begins developing a general knowledge of bank operations.

STANDARDS OF PERFORMANCE

• Provides courteous and professional service to all customers and co-workers.
• Reports to work in a timely manner.
• Completes work accurately and efficiently.
• Maintains positive work-environment with co-workers and customers.
• Requires ability to work well with others.
• Conducts customer relations in a manner that will enhance the overall marketing effort of the bank.
• Follows all company policies and procedures.
• Procedures are clearly defined and errors easily avoided by following those procedures.
• Progresses toward proficiency developed through training and supervision.
• Maintains efficiency standards and goals set by the supervisor.