Depositor Services Operations Team Lead

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GENERAL FUNCTION :
Assists with the coordination of daily operations of the Adjustments, Recon and Processing, Fulfillment and CD/IRA Teams. Performs duties as the subject matter expert for assigned area(s) by performing procedure reviews, quality control, and job shadowing employees performing tasks. Assists with the training and cross training of the Adjustment, Recon and Processing, Fulfillment and CD/IRA Teams. Assists in the timely resolution of escalated issues.

Ensures team is achieving the production expectations set by management. Interacts with other financial institutions, Federal Reserve Bank, IRS and other required Regulatory agencies. Routinely reviews processes to ensure processing policies and procedures are followed. Completes quality review of phone calls and responds to escalated issues.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Manages productivity and workflow for the Adjustments team, Recon and Processing team, Fulfillment and CD/IRA team to achieve daily, weekly and monthly production goals set by management

• Reconciles internal accounts, resolves outages, provides systems training to team members, assisting in developing and maintaining procedural manuals, maintains reports supporting performance and quality metrics, and handles the timely resolutions of escalated internal and external customer issues.

• Analyzes adjustment cases that exceed the 60 days standard to determine reassignment to proper stages, i.e., collections and charge off, so to minimize potential loss to the bank.

• Expert in multiple complex systems to ensure timely completion of all tasks to include end of day activities.

• Performs quality checks of departmental work by auditing cases worked, reporting errors to management each week and coaching employees on the proper resolution of quality issue trends.

• Coaches team members to ensure assigned tasks are worked within department’s turnaround time and to support individual development in operational areas

• Assists manager by providing recommendations with regards to specific performance appraisals, promotions and disciplinary actions of employees

• Performs other duties as assigned

SUPERVISORY RESPONSIBILITIES: Exercises leadership as well as technical supervision of assigned employees. Provides assistance in assigning, monitoring, and reviewing the progress and accuracy of work. Provide operational and system coaching to assigned employees being a player coach. Provide feedback to management regarding the performance of the team. Participate in the delivery of the employee engagement action plan.

MINIMUM

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor’s degree or equivalent work experience

• Minimum 4 years of banking day 2 operations experience.

• Customer service focused;
  Previous call center experience for CD/IRA primary lead

• soft skills required.

• Strong verbal and written communication skills.

• Strong knowledge of systems within Operations.

• Strong organizational skills, ability to multitask.

• Strong customer service and employee interaction skills

• Strong working knowledge preferred of bank operating systems, Raft, ACE, Mobius, Document Direct, Image Archive, Frontier, knowledge of IRS Regulations and the Retirement Reporting System.

• Excellent computer skills including proficiency in Excel, PowerPoint, Word, and Access.

WORKING CONDITIONS:

• Normal office environment Extending viewing of computer screens and Intense/Concentrated phone, email, and/or Internet activity

• Fast paced environment

• Ability to stand for long periods of time

• Ability to lift 25 pounds

Depositor…