Central Operations Service Representative II-III

Poppy Bank•Santa Rosa, CA

15d•$20 - $28

About The Position

Summary: Central Operations Service Representative III: The Central Operations Service Representative III is responsible for regularly supporting all areas of the Central Operations department. Has the ability to perform all jobs in the Central Operations department. Supports the manager to write detailed procedures ensuring procedures follow all applicable rules and/or regulations. Works on special projects as assigned by the Central Operations Manager and promotes superior client relations to both internal and external clients. Ensures compliance with all Bank policies and procedures, as well as all applicable state and federal banking rules and/or regulations. Summary: Central Operations Service Representative II: The Central Operations Service Representative II is responsible for supporting the Central Operations Department in ensuring the smooth operation of the department by performing a variety of Central Operation duties. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Requirements

High school diploma or equivalent required
Minimum 5 years of Central Operations experience in a bank or credit union
Requires proficiency with Microsoft Office Suite including Word, Excel and Outlook and proficiency using 10 keys
Ability to maintain regular attendance and work scheduled hours
High school diploma or equivalent required
Minimum 3-5 years of Bank Operations experience in a bank or credit union
Intermediate proficiency with Microsoft Office Suite including Word, Excel and Outlook, and 10 keys required
Ability to maintain regular attendance and work scheduled hours

Responsibilities

Reinforces the application of superior client service through their own example along with appropriate follow through with involved clients and employees
Acts as an escalation point
Communicates frequently with other departments and branch employees to resolve issues
Identifies problem areas within procedures, processes, or individual workloads and reporting to Central Operations Manager.
May process Regulation E claims, merchant disputes, collection items, order cash and debit cards, ATM Balancing, return mail, chargebacks, department certifications, CDARS, mobile deposit, wire transfer, NSF, non-post, stop payments, balance and review remote deposits, process check and ACH returns.
Provide assistance for consumer and commercial online banking.
Complete due diligence on inactive accounts and meet the State of California deadlines for dormant accounts
May be the central point of contact for all legal processes received.
Responsible for processing all legal actions, including Levies and Subpoenas, responding by deadline, and working with legal counsel if needed
Possess the ability to perform all technical operational areas including but not limited to: ACH receiving and origination; incoming and outgoing wire transfers, and remote deposit capture
Responsible for writing new operational procedures for the department
Provide training within the department as needed
Responds to inquiries or refers inquiries to the appropriate department or person and demonstrates the necessary follow through with clients and/or staff involved to ensure proper resolution
Responsible for special projects as assigned; gathers data and prepares reports for Management, audits, and other personnel
Assumes responsibility for various department functions as a primary backup in the absence of staff members or in overload situations or staff absences
Responds to various moderately complex operational issues for internal and/or external customers
Ensure that a professional image of the Bank is maintained both internally and externally
Assist employees, clients, and vendors, by answering questions related to accounts, procedures, and services.
Provide support for clients via the phone
Assure attention to detail in all job functions to minimize risk
May processes online account opening submissions, reviewing risk levels, coordinating with management and internal departments such as BSA and Compliance to decision onboarding
Various call back duties, including file maintenance review
Requires flexibility of schedule to accommodate the business need
Perform routine clerical duties such as photocopying, filing, posting, and tabulating
Prioritize, multi-task, and work effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes
Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions
Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action
Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the bank through outside activities
Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
Other duties as assigned
May assist in identifying operational improvements