Bank Operations Support Specialist

Exchange Bank•Santa Rosa, CA

3d•$22 - $26

About The Position

This position is Monday through Friday (8 hours) but occasionally will cover Saturdays (8:30 to 1:30) as needed. The schedule is subject to change based on the business needs of the Bank. ESSENTIAL FUNCTIONS: Branch Operations and New Accounts Support: 60% Document all operational and new accounts calls and e-mails into call tracking system. Obtain and document relevant customer and account information to facilitate analysis. Analyze issues to determine response and whether to escalate within stated guidelines; track the issue until resolved. Provide information, advice or instruction in response to inquiries from callers. Identify and propose alternate solutions when issues cannot be quickly resolved. Utilize and research knowledge base, training resources, operational guides, and standard operating policies and procedures to provide guidance on various topics. Document 1 st level resolutions for potential contribution to the knowledge base. Prioritize various requests from callers, management, 2 nd level, and 3 rd level support. Read and interpret customer provided documents and determine whether to escalate for approval prior to acceptance. Effectively present information in a manner that is easily understood by the end user. Teach end users how to resolve problems verbally and via remote assistance. Compose and publish instructional documents or resource materials to assist callers. Compose email communications for Bank distribution to inform employees of various issues. Adhere to established Bank Policies and Standard Operating Procedures. Policy and Procedure Development, Authoring & Administration: 20% Partner with Retail Banking and Bank Operations Business Analysts to update and maintain existing Bank Policies and Standard Operating Procedures. Create concise, relevant, and appropriately structured Bank Policies and Standard Operating Procedures. Maintain policy and procedure indexes, periodically verify and repair links to external sources as required. Provide support to branches and departments on issues related to policy and procedure. Analyze trends in support requests and recommend policy and procedure updates as appropriate. Bank Operations Support: 10% Cross train with Central Services, Proof and Transit, and Electronic Banking departments to provide support in daily processing. Daily review of ATM, Remote Deposit Capture, and Mobile banking deposits above specified limit to analyze potential risk and detect fraud. Communicate with branches, customers, and management to resolve deposit exceptions and report potential fraud. Non-Essential Functions: 10% Perform special projects and research as assigned. Perform other duties as assigned.

Requirements

Accuracy / Quality: Achieves a high standard with work processes and outcomes; completes tasks with a concern for all the details involved; monitors and checks work for precision, clarity, and completeness; produces quality results.
Analytical Thinking: Divides an object or issue into its component parts in order to understand how they interrelate; recognizes cause and effect relationships; considers several explanations/plans and makes logical conclusions.
Attention to Detail: Accomplishes tasks through concern for all areas involved; shows concern for all aspects of the job; accurately checks for processes and tasks and follows up in a timely manner with appropriate persons.
Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.
Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
Flexibility/Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.
Prioritization/Time Management: Assesses multiple tasks or issues which are competing for a limited amount of time or resources and determines the order in which each will be addressed; sets priorities, goals, and timetables to achieve maximum productivity; tracks both completed and incomplete activities.
Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
Technology: Uses automated systems or tools to simplify, improve, and increase efficiency of work processes; embraces and adapts to changes in technology.
Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.
Thorough knowledge of general bank operations and bank policies and procedures.
Knowledge of core banking application and sub-systems.
Skills operating a personal computer including word processing, spreadsheet and presentation software.
Proficient interviewing, fact finding and problem solving skills.
Ability to remain calm in stressful situations.
Ability to stand, bend, stoop, sit, walk, twist and turn.
Ability to lift up to 25 pounds occasionally.
Ability to use a computer keyboard and calculator.
A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through a minimum of two years experience in banking and bank operations.

Responsibilities

Document all operational and new accounts calls and e-mails into call tracking system.
Obtain and document relevant customer and account information to facilitate analysis.
Analyze issues to determine response and whether to escalate within stated guidelines; track the issue until resolved.
Provide information, advice or instruction in response to inquiries from callers.
Identify and propose alternate solutions when issues cannot be quickly resolved.
Utilize and research knowledge base, training resources, operational guides, and standard operating policies and procedures to provide guidance on various topics.
Document 1 st level resolutions for potential contribution to the knowledge base.
Prioritize various requests from callers, management, 2 nd level, and 3 rd level support.
Read and interpret customer provided documents and determine whether to escalate for approval prior to acceptance.
Effectively present information in a manner that is easily understood by the end user.
Teach end users how to resolve problems verbally and via remote assistance.
Compose and publish instructional documents or resource materials to assist callers.
Compose email communications for Bank distribution to inform employees of various issues.
Adhere to established Bank Policies and Standard Operating Procedures.
Partner with Retail Banking and Bank Operations Business Analysts to update and maintain existing Bank Policies and Standard Operating Procedures.
Create concise, relevant, and appropriately structured Bank Policies and Standard Operating Procedures.
Maintain policy and procedure indexes, periodically verify and repair links to external sources as required.
Provide support to branches and departments on issues related to policy and procedure.
Analyze trends in support requests and recommend policy and procedure updates as appropriate.
Cross train with Central Services, Proof and Transit, and Electronic Banking departments to provide support in daily processing.
Daily review of ATM, Remote Deposit Capture, and Mobile banking deposits above specified limit to analyze potential risk and detect fraud.
Communicate with branches, customers, and management to resolve deposit exceptions and report potential fraud.
Perform special projects and research as assigned.
Perform other duties as assigned.