Operations Support Specialist

Sunwest Bank - Meridian, ID

Full-time

Meridian, ID

Credit Intermediation and Related Activities

About the position

The Operations Support Specialist plays a crucial role in ensuring the smooth functioning of back-office operations within the bank. This position is responsible for processing assigned operational tasks daily, which includes investigating fraudulent claims, mitigating risks, and researching suspect items or transactions within specified time frames. The specialist will also assist branches with client inquiries, providing necessary research and updates as needed. This role requires a proactive approach to problem-solving and the ability to offer guidance and support to peers, leveraging one's knowledge and experience to enhance departmental efficiency. In addition to handling client inquiries via phone, the Operations Support Specialist will be tasked with various operational duties such as completing computer data input, managing TMS entries, and balancing applications including DDA, SAV, DDL, COD, and GL. The specialist will enter new stop payments into the Fiserv system, process dormant and inactive reports, and manage NSF, Return Item, and COD notices. Furthermore, the role involves researching and clearing adjustments related to FRB and correspondent banks, processing suspense accounts, and performing daily fraud detection and ATM settlement balancing tasks. The Operations Support Specialist will also support the Operations Support Supervisor by reviewing daily tasks completed by Branch Support personnel and training new employees in Branch Support and Call Center duties. This position requires the preparation and delivery of training content during Branch Operations Meetings, as well as the completion of special projects aimed at developing and documenting new processes or recommending improvements. The specialist will compile and review specialized reports summarizing Branch Support productivity and assist in the timely completion of department certifications. Overall, this role is integral to maintaining high standards of professionalism, quality work, and adherence to company policies and regulations.

Responsibilities

• Assist clients with their phone inquiries and answer branch inquiries.
• Complete computer data input and TMS entries.
• Perform client-requested research as needed.
• Balance all applications (DDA, SAV, DDL, COD, and GL).
• Enter new stop payments on the Fiserv system and/or callback stops for branches.
• Process dormant and inactive daily reports.
• Mail NSF, Return Item, and COD notices.
• Research and clear adjustments to and from FRB and correspondent banks.
• Process SWB and Fiserv suspense accounts (balance, clear, and adjust).
• Perform daily LIR, Fraud Detection, ATM Settlement balancing, Reg E claims, and a variety of other standard operations support tasks.
• Support Operations Support Supervisor with review of daily tasks completed by Branch Support personnel.
• Train new employees for Branch Support and Call Center duties.
• Serve as a resource for Branch Support team members with questions or issues that arise.
• Prepare content and conduct training in Branch Operations Meetings and Branch Support meetings with relevant information regarding the operations of the bank.
• Complete special projects as directed, such as developing and documenting new processes and recommendations for process improvements.
• Review Daily TMS transactions completed by Branch Support and Branch Admin staff.
• Compile and review specialized reports for summary of Branch Support productivity.
• Assist in timely completion of department certifications.
• Coordinate department scheduling in absence of Branch Support Supervisor.

Requirements

• Two years of banking experience in back-office operations.
• Experience in researching and resolving basic to complex problems.
• Strong problem-solving abilities.
• Strong verbal communication skills.
• Ability to multi-task effectively.
• Proficient in operating a 10-key calculator by touch.
• Understanding of Windows-based personal computers.
• Basic knowledge of Word and Excel.
• Ability to compose, format, and prepare correspondence with proper spelling, punctuation, and grammar.
• Ability to type at least 40 words per minute.

Nice-to-haves

• Experience with fraud detection processes.
• Familiarity with banking regulations such as BSA/AML/CIP, Consumer Privacy, Regulation CC, and GLBA.