Center Support Specialist II

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Full Time Mid Office Operations Center, Rancho Cucamonga, CA, US

Salary Range: $20.00 To $26.25 Hourly

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.

Under the direction of the Centralized Service Manager, the Center Support Specialist II is responsible for supporting the achievement of Bank and departmental goals through the successful execution of assigned duties and responsibilities. This position provides exceptional customer service, operational guidance, and subject matter expertise to Center and Department associates on a wide range of operational processes, procedures, products, systems, and regulatory requirements.

The Center Support Specialist II serves as a resource for operational support, documentation management, process improvement initiatives, and specialized account administration functions.

• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
• Develops and maintains a comprehensive working knowledge of Bank operational processes, systems, products, procedures, forms, and support resources, including but not limited to:
  • Core System (Navigator)
  • CONNECT (Bank Intranet)
  • New account documentation requirements
  • Medallion Signature Guarantee Program
  • Notary Program
  • Deposit Operations support functions

Utilizes this knowledge to provide accurate, timely, and professional support to associates through the Center Support Line and other designated support channels.

• Responds to associate inquiries and requests received through the Center Support Line and other support channels by researching issues, providing guidance, resolving operational questions, and escalating complex matters to the appropriate business partners when necessary.
• Serves as a primary support resource for Individual Retirement Accounts (IRAs) and Health Savings Accounts (HSAs) by:
  • Reviewing reports, applications, and transaction records
  • Monitoring account activity for accuracy and compliance
  • Validating monthly transaction and owner record files prior to submission to Wolters Kluwer
  • Ensuring IRS reporting requirements are completed accurately and timely
  • Partnering with Deposit Product Support and Wolters Kluwer to resolve discrepancies and maintain accurate records within the Account Recordkeeping Services (ARS) platform
• Drafts, reviews, updates, and maintains operational procedures, forms, job aids, reference materials, and other support documentation to ensure accuracy, consistency, regulatory compliance, and alignment with current business practices.
• Administers content within the Center Operations Support site in CONNECT by maintaining current versions of procedures, forms, and reference materials. Prepare, publish, and distribute internal communications, including operational updates, informational notices, warnings, and action-required bulletins.
• Identifies opportunities to improve operational processes, controls, and efficiencies. Analyze existing practices, recommend enhancements, and support implementation efforts designed to improve service quality, reduce risk, strengthen controls, and enhance associate support.
• Prepares Financial Elder and Dependent Adult Abuse reports by gathering and reviewing relevant facts and supporting documentation, evaluating information for completeness, and submitting required verbal and written reports to appropriate Adult Protective Services agencies and/or law enforcement authorities within established regulatory time frames.
• Completes assigned Center Operations Support certifications and performs reviews of daily, monthly, and periodic reports to ensure operational accuracy, quality standards, policy adherence, and regulatory compliance requirements are met.
• Assists the Centralized Service Manager with departmental projects, initiatives, audits, reporting requirements, and special assignments. Compiles, analyzes, and presents information used to support management decision-making and executive-level reporting.
• Maintains cross-functional knowledge of Center Operations Support responsibilities and functions and serves as a backup for assigned operational duties to support business continuity and departmental effectiveness.
• Participates in job-related training, seminars, webinars, and continuing education opportunities to enhance knowledge, maintain required certifications, and remain current with regulatory, operational system, and industry changes.
• Builds and maintains positive working relationships with associates, departments, and business partners to support collaboration and the successful resolution of operational issues.
• Provide, present, and promote the Citizens Experience to all external and internal customers.
• Other duties and special…