Sr. Specialist, Deposit Operations ($21/hr.) Friday to Tuesday 8:00 AM to Finish

First National Bank of Omaha•Omaha, NE

23d•Onsite

About The Position

This role assists the manager in planning, prioritizing, monitoring, and performance reporting of Lockbox processing. The Specialist will be a subject matter expert on all aspects of lockbox processing, from mail scanning through file processing to customers and check processing. Responsibilities include identifying and implementing enhancements to departmental procedures and systems, identifying training opportunities, and coordinating team member training to support customer satisfaction, retention, and profitability goals, as well as regulatory compliance. The role involves directing and allocating team resources effectively to ensure quality levels and meet production deadlines.

Requirements

High school graduate or GED.
Previous customer service experience.
Excellent verbal and written skills.
Excellent time management skills.
Ability to define problems, establish facts, and draw valid conclusions.
Focus on attention to detail and accuracy.
Ability to multi-task as needed.
Working knowledge of Microsoft Office suite of products.

Nice To Haves

Bachelor’s degree in business related field.
Supervisory/leadership experience.
Knowledge of diverse banking products and processes.
Previous experience writing, presenting, and facilitating the training of policies, procedures, and best practices.

Responsibilities

Assist in the development, testing, and implementation of quality controls, production goals, new methodologies, and system enhancements.
Identify and escalate business risks and efficiencies.
Assist manager in reviewing and assessing team adherence to standard operating procedures and regulations.
Develop and maintain comprehensive job knowledge.
Coordinate or provide on-the-job-training (OJT) for all department job functions.
Responsible for updates, recommended changes, enforcement, and distribution of procedures.
Serve as an escalation point for team members for situations not addressed within standard operating procedures.
Monitor, coach, and recommend additional training solutions for team members to maintain or exceed established standards of productivity, quality of customer interactions, and accuracy of customer transactions.
Collect, document, and submit examples of personal effectiveness of team members to support the development of meaningful and valuable PEA(s).
Provide input for capacity planning, management of schedules (PTO), and coaching/feedback with team members.
Coordinate or perform training for new team members and cross-training for existing team members.
Identify opportunities and allocate team resources effectively with regard to day-to-day functions and responsibilities to achieve the highest levels of quality, efficiency, and performance.
Ensure weekly work schedules reflect proper coverage to effectively maintain production levels.
Perform daily department functions as needed.
Complete special projects as assigned within allotted timeframes.
Research complex customer issues escalated by team members and resolve in a timely manner.
Assist department manager by representing the team in business partner and project meetings.
Coordinate or provide compiled department production reporting information regarding volumes, quality, trends, and escalations.
Understand and comply with the Bank's BSA/AML Program; adhere to all bank policy, laws, and regulations applicable to the role.
Comply with the Bank's Customer Identification Program and Customer Due Diligence Policy.
Identify, monitor, and report suspicious activity.
Complete BSA/AML and other assigned training in a timely manner.
Report all compliance issues, violations of law or regulations in accordance with the steps defined in the FNO Compliance Accountability Program.
Remain up-to-date on regulatory changes via online provider, newsletters, attending seminars, training, and bulletins from regulators or other applicable agencies.
Demonstrate professional behavior and promote positive working relationships.
Practice the FNNI Operating Philosophy and FN Operations’ values; support goals and strategic plan.
Employ and promote a strong work ethic, encouragement, and positive feedback to team members.
Maintain constructive working relationships, engage in open communication, and demonstrate commitment, dependability, and respect for team members.
Demonstrate regular and predictable attendance, punctuality, and adherence to agreed-upon schedule.
Project a professional image in dress, manner, communication, and focus.
Be accountable for continuous best efforts to complete the job assigned.