Deposit Operations Specialist

The Deposit Operations I team member is responsible for ensuring the smooth processing of customer transactions and supporting the overall efficiency of the Deposit Operations Department. Under the supervision of the Deposit Operations Manager, this role contributes to achieving operational goals by processing transactions, resolving customer inquiries, ensuring compliance with regulations, and maintaining excellent customer service. The Deposit Operations I team member will also engage in cross-training and collaborate with other departments to enhance the delivery of services.

This role requires strong attention to detail, excellent communication skills, and a customer-focused approach to problem-solving.

• Oversee and process daily customer transactions, ensuring accuracy and compliance.
• Respond to and resolve customer inquiries and issues in a timely and professional manner.
• Support the Deposit Operations Department by collaborating with cross-functional teams and maintaining internal systems.
• Ensure that all processes comply with banking policies, state/federal laws, and regulations.

• Transaction Processing & Compliance
  • Verify and process customer transactions, ensuring compliance with bank policies, state/federal regulations, and NACHA rules.
  • Monitor and update customer account balances after processing transactions.
  • Process incoming and outgoing files within the Federal Reserve’s Communications System, Correspondent Customer Access System, and Core System.
• Customer Service & Issue Resolution
  • Communicate with customers via email, phone, fax, and in person to answer questions and resolve issues.
  • Actively listen to customer concerns, resolve issues where possible, and escalate complex matters to the Deposit Operations Manager.
  • Follow up with customers to ensure satisfaction after resolution of their concerns.
• Record Keeping & Documentation
  • Maintain accurate and up-to-date records of customer interactions and transactions.
  • Draft necessary documents, letters, and statements required by customers.
  • Work closely with other departments to address customer issues and find solutions.
  • Contribute to a collaborative team environment and provide feedback to improve service efficiency.
• Regulatory & Policy Adherence
  • Adhere to all bank policies, regulatory requirements, and the BSA/AML Program.
  • Complete compliance training and report any violations or suspicious activities as required.

• High School diploma or equivalent (GED) required.
• At least one (1) year of experience in customer service.
• At least one (1) year of experience in banking or accounting.

• Two (2) years or more of customer service experience or banking experience.
• Associate’s degree or college credits in Business or a related field is desirable.

• Professional presentation with confidence, assertiveness, and self-esteem.
• Strong organizational and time management skills to ensure efficiency.
• Excellent verbal and written communication skills.
• Strong active listening skills and ability to address concerns effectively.
• Good problem-solving and follow-through skills, maintaining a positive outlook.
• Self-motivated with a strong work ethic and a competitive drive to achieve goals.
• High level of trustworthiness and confidentiality.
• Ability to persuade and engage others, with excellent interpersonal skills.
• Strong team player who contributes to group goals.
• Proficiency with Microsoft Excel, Word, Outlook, and web-based programs.
• Willingness to occasionally work overtime as needed.