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 at Sunwest Bank. This position is responsible for processing assigned operational tasks within designated time frames on a daily basis. A significant part of the role involves investigating fraudulent claims, mitigating risks, and researching suspect items or transactions to ensure compliance and security. The specialist will also be the first point of contact for branches, assisting with client inquiries and providing necessary research and updates as required. This role not only demands technical skills but also requires a strong ability to communicate effectively and support peers, leveraging one's knowledge and experience to enhance team performance. In addition to handling client inquiries via phone, the Operations Support Specialist will be responsible for various data input tasks, including TMS entries and balancing applications such as DDA, SAV, DDL, COD, and GL. The role involves entering new stop payments into the Fiserv system, processing dormant and inactive reports, and managing NSF, Return Item, and COD notices. The specialist will also research and clear adjustments related to the Federal Reserve Bank and correspondent banks, ensuring that all transactions are accurately processed and balanced. Daily tasks include LIR, Fraud Detection, ATM Settlement balancing, and handling Reg E claims, among other standard operations support 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 role requires preparing content and conducting training sessions during Branch Operations Meetings, ensuring that all team members are well-informed about the bank's operations. The specialist will also be involved in special projects, such as developing and documenting new processes and creating Business Analytics reports. Overall, this position is integral to maintaining the efficiency and effectiveness of the bank's operations, requiring a high degree of professionalism, adherence to company policies, and a commitment to continuous improvement.

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