Spanish Speaking Banking Operations & Service Specialist

************** NO C2C*****************************************

Spanish Speaking Senior Banking Operations & Service Specialist

Location: North Charlotte, NC- onsite

Position Type: Contract- 6-12 months
- Full-Time, Hourly (Non-Exempt)

Department: Deposit Operations

Experience Level: 2-4 years in Financial Services

Schedule Options: 3 options with rotational Saturdays

• 10:00am - 6:30pm
• 1:30pm - 10:00pm

About the Opportunity

We are seeking a Deposit Operations and Service Specialist for a dual-impact role that bridges frontline client care with critical back-office processing. You will act as the primary escalation point for complex customer inquiries while executing detailed account maintenance, funds transfers, and deposit operations.

This role is ideal for a detail-oriented problem solver who thrives in a fast-paced environment, champions regulatory compliance, and enjoys guiding team members to success.

Primary Responsibilities

Client Experience

• Step in as the point of contact for escalated customer interactions across all channels (phone, chat, email, and in-person).
• Troubleshoot complex account challenges, oversee Know Your Customer (KYC) reviews, and resolve issues that go beyond the scope of entry-level representatives.
• Act as a trusted peer mentor, offering process guidance and coaching to junior service staff.
• Drive client retention by explaining account features, digital tools, and additional banking services.
• Maintain records of all customer communications within the company’s CRM system.

Funds Transfer & Payment Processing

• Manage the full lifecycle of ACH processing, navigating originations, returns, and exception items.
• Execute incoming and outgoing wire transfers with pinpoint accuracy, ensuring all beneficiary data is correct and OFAC/sanctions screenings are complete.
• Evaluate and release internal and external funds transfers, performing necessary fraud checks and authorization verifications.
• Investigate payment failures, reconcile discrepancies, and clear aging items in your queue within strict service level agreements (SLAs).
• Uphold strict dual-control protocols for all money movement activities.

Deposit Operations & Back-Office Support

• Process standard and complex deposit actions, including stop payments, check adjustments, funds holds, and returned items.
• Handle specialized requests for new account funding and complex account closures.
• Investigate general ledger disparities and balance suspense accounts.
• Partner with internal teams to assist in resolving deposit-related fraud investigations and client disputes.
• Ensure transactions align with critical banking regulations, including BSA/AML, OFAC, Regulation E, and Regulation CC.
• Proactively monitor for, identify, and elevate suspicious activities or potential fraud according to internal risk policies.
• Maintain pristine, audit-ready documentation for all compliance and regulatory reviews.

Required Qualifications

• High School Diploma
• 2+ years of client-facing experience within the financial services sector.
• At least 1 year of hands-on experience in deposit operations, ACH/wire processing, or a related back-office function including:
• Deep understanding of banking compliance, specifically Reg E, Reg CC, BSA/AML, and OFAC standards.
• Proven ability to accurately process wire and/or ACH transfers under strict deadlines.
• Proficiency with Microsoft Office, core banking software, and money movement platforms.

Preferred Qualifications

• Associate or Bachelor’s degree
• Previous experience serving as a team lead, peer mentor, or dedicated escalation specialist.
• Comprehensive knowledge of back-office deposit operations.

Core Competencies

• Precision: Flawless attention to detail when handling high-value transactions.
• Judgment: Strong risk awareness and the ability to make sound decisions under pressure.
• Poise: Excellent de-escalation tactics and problem-solving abilities.
• Agility: The capacity to seamlessly shift between customer-facing conversations and deep-focus operational tasks.
• Integrity: Absolute discretion when handling highly confidential financial data.

The Environment: This role is based in an office or contact center environment. Because the role will handle time-sensitive financial transactions, occasional extended hours may be necessary to meet wire cut-off deadlines or assist with end-of-month processing.