Operations Support Specialist

First Merchants Corporation•South Monroe, MI

About The Position

First Merchants Bank is seeking an Operations Support Specialist to join our team! This position will be the first line of support for all banking centers and internal departments in regard to upholding operational policies/procedures in accordance with legal and compliance regulations. As part of this role you will: Serve as the liaison for all internal departments. Utilize multiple technology platforms to troubleshoot issues for all lines of business and internal departments. Ensure procedures and risk mitigation are considered when assisting internal departments with issues pertaining to banking center operations. Write, maintain, and support banking center procedures through the Procedures Requirements and Operations (PRO). Provide guidance and resources to banking centers including, but not limited to, banking operations, deposit and loan product servicing and troubleshooting digital platforms. Utilize risk-based problem solving to assist Banking Centers with operations and customer issues by telephone (telephone queue), Case Manager tickets and web-based chat services (chat queue). Facilitate optimal cash levels at Banking Centers and ATMs through administration of the cash forecasting tools, cash order/deposits, and cash transportation/vendors. Communicate updates and information through the Consumer Banking Report, Special Bulletin, and in group settings as needed. Responsible for review and approval of legal documents to mitigate risk and potential litigation for First Merchants Bank (trust, power of attorney, court orders, deceased documents, etc). Process audits and reviews necessary for the compilation and reporting of data for the Banking Center Operations Scorecard and Individual Scorecard. Provide direct support of banking operations in instances where risk or scope require centralization (e.g. foreign currency processing, ATM deposit review, deposit exception waivers, loan payoff quotes). Approved for higher MAP and transaction authority limits for banking center support and approvals.

Requirements

High School Diploma or equivalent (GED).
A minimum of one (1) year of banking experience

Nice To Haves

Proficiency with Microsoft Office

Responsibilities

Serve as the liaison for all internal departments.
Utilize multiple technology platforms to troubleshoot issues for all lines of business and internal departments.
Ensure procedures and risk mitigation are considered when assisting internal departments with issues pertaining to banking center operations.
Write, maintain, and support banking center procedures through the Procedures Requirements and Operations (PRO).
Provide guidance and resources to banking centers including, but not limited to, banking operations, deposit and loan product servicing and troubleshooting digital platforms.
Utilize risk-based problem solving to assist Banking Centers with operations and customer issues by telephone (telephone queue), Case Manager tickets and web-based chat services (chat queue).
Facilitate optimal cash levels at Banking Centers and ATMs through administration of the cash forecasting tools, cash order/deposits, and cash transportation/vendors.
Communicate updates and information through the Consumer Banking Report, Special Bulletin, and in group settings as needed.
Responsible for review and approval of legal documents to mitigate risk and potential litigation for First Merchants Bank (trust, power of attorney, court orders, deceased documents, etc).
Process audits and reviews necessary for the compilation and reporting of data for the Banking Center Operations Scorecard and Individual Scorecard.
Provide direct support of banking operations in instances where risk or scope require centralization (e.g. foreign currency processing, ATM deposit review, deposit exception waivers, loan payoff quotes).
Approved for higher MAP and transaction authority limits for banking center support and approvals.