Operations Support Specialist, Customer Service​/HelpDesk

About The Role

Position provides assistance to branch staff and others as requested or needed. Interact with customers, vendors, the public, and bank staff in a professional and courteous manner. Conduct themselves in a manner that will enhance the overall efficiency and image of the bank.

Perform daily, monthly, quarterly, and year-end duties related to User transactional audits, IOLTA reporting, escheatment, POD support, deceased processing, return mail, stops, AFTs, sweep, e-statements, fraud, deposit corrections, IRA transaction verification, HSA transaction verification, safe deposit box review, dormant accounts, deleted transaction, and tax corrections.

Review and ensure clean-up is completed for all operational reports to include data integrity for CIF/DDA/CD, debit card reports, IRA, CD, stop/hold report review, NSF report, Reg D monitoring, and Canadian check, etc.

Provide operations support to branches and other departments including cash handling, proof, cash recyclers, Vertex issues, wires, disputes, account changes, supplies, data integrity, file maintenance, account maintenance and transactional documentation review, non-post items, ACH research, stops/holds, New Account QC support and Document review etc. Reset passwords for Global Pay Foreign wire, and applicable bank systems.

Provide support for quarterly branch supply process. Hold quarterly meetings with branch supply point person, gather branch orders, determine efficiencies, and empower the branch as it makes sense.

Provide first line commercial electronic payments support for operational onboarding, and customer support questions including but not limited to wires, ACH, RDC, and business bill pay. Encourage customers to use all available self-service tools.

Maintain user access for Fedline, Silverlake, synergy, and all other bank software, etc.

Ensure that proper records are maintained, and that safeguards and systems are in place for retention and storage as necessary. Responsible for adhering to SOX policy and procedures to ensure regulatory compliance.

Assist Operations Manager and Team Leads with tier I customer annual reviews including ACH and cash management risk. Verify the ACH limit in the file to ensure it agrees to the computer and retrieve appropriate authorization levels for each review. Assist department with onboarding of tier I customer setups.

Remain informed of all bank products and services. Ability to identify sales opportunities and refer business to the appropriate person for follow up and close of sale. Utilize knowledge of products and services to answer customer inquiries and ask questions that may open opportunities for sales. Train customers on all e-banking and treasury management products.

Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Maintain strict confidentiality of customer's personal and financial information.

Develop and improve skills through training programs and regular feedback discussions with supervisors which help further professional development. Participate in all training sessions and complete all assigned OnCourse training courses and achieve a passing score by due date.

Adhere to First Security Bank's core values; represent the bank in a professional manner which includes a professional image, confidentiality, positive 'can-do' attitude, good attendance, punctuality, flexibility, and adaptability in meeting internal and external customer needs.

Display excellent customer service with both internal and external clients. Embody First Security Bank's "Welcome" tenets:

• Warm - Demonstrate warmth; be genuine and approachable
• Engage - Engage with teammates and customers; be present in every interaction
• Listen - Actively listen to employees and clients
• Connect - Build relationships, connect with the community and teams
• Opportunity - Seek out opportunities to serve others
• Modify - Modify your approach to meet employees and clients where they are; style-flex and adapt as appropriate
• Experience - Create a true experience for the client by providing exceptional customer service on their financial journey

Must be capable of regular, reliable, and timely attendance to accomplish essential job functions including in-person contact with internal and external customers.

Position performs other duties as needed/assigned.

• A high school degree or GED is required.
• Six months to one year of banking experience.

Working knowledge of standard office equipment. Basic computer skills with working knowledge or ability to learn various office software.

Communicate Effectively: both verbally and in writing with others in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques. Demonstrate soft phone skills by treating all customers in a polite and…