Deposit Services Services Specialist II

Overview

The Deposit Services Specialist II is a subject matter and cross-functional expert in deposit account operations, processing transactions and providing operational support for checking, savings, money market, certificate, IRA, business and fiduciary accounts. The incumbent provides superior service directly to other Deposit Services Specialists and members and supports other member-facing staff in resolving deposit account inquiries. The incumbent possesses strong interpersonal skills, problem-solving abilities, a commitment to accuracy and exceptional member service, and meets benchmarks for volume, service levels, and quality.

In addition to possessing operational subject matter expertise in deposit products, the incumbent demonstrates a depth of product experience that enables handling more complex account-related inquiries and tasks that may be escalated by the Deposit Services Specialist I or other staff. Further, the incumbent will conduct secondary review and correction that requires documentation examination and interpretation grounded in a deep knowledge of policy, procedure and regulation.

The incumbent will also contribute knowledge to discretionary projects that impact deposit products and will advise Membership Services leadership on related decision impacts.

Deposit Transaction Processing and Support

• Process account requests, including maintenance, servicing, reporting, and other transactional activities including but not limited to:
  • Administration and review of negative account processes such as force closures and charge-offs
  • Processing account closures
  • Member information updates and monetary adjustments
  • Processing and reporting on liens, levies and garnishments
  • Monitoring certificate maturity queues and processing interest corrections
  • Business account review and error correction
  • Trust and fiduciary account servicing and review
  • IRA and CESA account servicing and tax reporting support and review
  • Decedent account management and review
• Perform daily audits as assigned, act as a first point of escalation for the Deposit Services Specialist I, further escalation discrepancies as needed.
• Take ownership for resolving own and escalated deposit account member inquiries while executing sound judgment in risk assessment.
• Collaborate cross-functionally to provide feedback on errors, ensuring timely corrections and necessary follow-up actions.
• Monitor compliance with regulations and internal service levels, using sound judgment to prioritize tasks and manage unexpected work effectively.

Excellence in Service Delivery

• Exceed member expectations by delivering exceptional service both directly to members and by supporting other member-facing staff in their service delivery. Service will typically be delivered via Automatic Call Distribution (ACD).
• Understand the full range of features and advantages of deposit-related products and services to support excellence in service delivery; provide knowledge support to the Deposit Services Specialist I.
• Maintain knowledge of key regulations such as Regulations CC and E to ensure compliance with regulatory policies and procedures; provide knowledge support to the Deposit Services Specialist I.
• Identify process improvement opportunities and provide cross-functional subject matter expertise in support of projects and/or system updates as needed.
• Serve as a primary resource to research, troubleshoot, and resolve complex deposit issues, including technical and procedural issues.

Systems and Process Support

• Serve as a subject matter expert in support of other business units’ processes and initiatives. Handle complex processes to ensure compliance through cross-functional collaboration.
• Execute testing for core processing system releases, year-end processing, and escheatment processes.
• Assist with tax reporting by performing data cleanup, sending notices, updating W-8/W-9 forms, executing corrections, and completing reporting requirements.
• Collaborate with other Membership Services staff to maintain procedures and recommend improvements to increase productivity, performance, and efficiency.

Champion Engagement and Continuous Learning and Development

• Assume…