Deposit Operations Specialist

Hope CU•Memphis, TN

7d•Onsite

About The Position

The Deposit Operations Specialist is responsible for providing critical back-office support to ensure smooth and efficient deposit operations across the organization. They are responsible for processing back-office transactions and providing research support across all HOPE branch locations, ensuring accuracy and confidentiality in handling sensitive situations. Specialists will be assigned to focus on one of three areas: Account Management, Card Services, or Payments. This role involves ensuring compliance with organizational policies and regulatory requirements, resolving operational issues, and collaborating with cross-functional teams to provide excellent service to members and internal stakeholders.

Requirements

High school diploma or GED required
Experience in banking/credit union back-office functions
Customer service experience

Nice To Haves

Bachelor's degree in business or related area preferred
2+ years of experience in related back-office functions preferred

Responsibilities

Provide excellent member service in all interactions with members and vendors
Comply with all regulatory compliance requirements
Participate in cross-training initiatives to gain knowledge of all specialization areas, providing support to other teams as needed to ensure operational continuity during high-demand periods or staff absences
Process ticketing requests, ensuring a response within the 24-hour SLA
Handle certificate maturity and renewal notices and other account-related updates
Perform IRA account and document maintenance
Process remote deposit capture items
Conduct routine audits of ECM Payment reports
Research fraud alerts and provide recommendations for resolution
Manage charge-off process from initial report generation to completion ensuring collaboration with the Collections Department
Conduct routine reconciliations of core processing system with external vendors
Assist with member disputes
Review new account files and online membership applications to ensure compliance and accuracy
Review and verify transactions, such as share drafts to maintain high accuracy and compliance
Ensure dual control approval processes are followed for key transactions to minimize errors and fraud
Conduct daily review of check deposits and holds, report any findings to relevant stakeholders, like Branch Managers or Compliance
Address retail tickets related to travel alerts, card limits, PIN issues, and special handling, ensuring a response within the 24-hour SLA
Process email requests for PIN resets, travel notices, and authorization inquiries using vendor website access
Analyze and make recommendations regarding internal debit/credit card limits for online and offline transactions
Monitor plastic card inventories via vendor websites to ensure sufficient supplies are on hand
Ensure dual control approval processes are followed returned card logs
Process VISA Credit Card production requests, ensuring dual control segregation of duties for credit card loans
Handle special/expedited card requests by pulling email requests, reviewing cardholder information, and submitting them to the card processing vendor with special handling instructions.
Track the status of these cards to ensure accuracy
Process and respond to member claims of fraudulent or unauthorized activity
Conduct thorough research and investigation of disputes within the Regulation E timeframe
Follow up to close each claim, composing correspondence, and contacting members via phone, email, or mail as applicable
Prepare and submit claims to the designated insurance company for the recovery of fraudulent transactions
Prepare and submit required quarterly and annual reports to card services vendors and partners
Review daily core processing system-generated reports for card order exceptions and notify branch staff via email for corrections
Monitor fraud-related emails, noting and blocking cardholder accounts as appropriate
Manage VISA CAMS Alert emails, monitor for possible compromised card lists, and follow procedures to block and issue new card numbers with member notification
Communicate with the card transaction processing vendor regarding fraudulent transactions, chargebacks, and requests for documents or photos
Serve as the liaison between internal teams and external vendors, managing new machine and/or software installations
Monitor vendor websites for ATM machine malfunctions or vandalism and coordinate service or repair with the machine vendor and branch staff
Process various types of transactions, including ACH files, share drafts, wires, mobile deposits, and loan payments
Process both incoming and outgoing wire transfers and ACH transactions
Manage consumer and business account transactions, including exceptions and fraud alerts
Monitor FRB – FedWire for incoming wire messages and manage incoming and outgoing wire requests through CT tickets
Prepare and submit the ACH Online Account Funding file
Manage currency orders to ensure adequate cash flow and availability for branches, maintaining an efficient operation
Ensure that payroll is processed accurately, timely, and in compliance with all regulatory requirements
Review and verify transactions, such as ACH exceptions, to maintain high accuracy and compliance
Provide timely dual control approval in FedLine for uploaded ACH files and outgoing wire approvals
Ensure accuracy of work products
Accurate member transactions
Accurate and timely member account research