Operations Support Specialist

First Command Financial Services - Fort Worth, TX

Full-time

Fort Worth, TX

Real Estate

About the position

The Operations Support Specialist at First Command Financial Services, Inc. plays a crucial role in ensuring the smooth operation of the department under the supervision of the Operations Support Manager and Associate Manager of Operations Support. This position is responsible for a variety of daily tasks that support both clients and advisors, which are essential for maintaining high levels of customer service and preventing monetary loss to the bank. The specialist will engage in activities such as processing ACH and Check exception items, performing general ledger reconciliations, and handling various research requests. The role requires the reconciliation of complex general ledger accounts on a daily, weekly, monthly, or quarterly basis, ensuring accuracy and compliance with financial regulations. The specialist will also manage the daily processing of ACH and Check exception items, which include handling Non-Sufficient Funds, Account Closed, Stop Payment, Invalid Account, Dormant Account, and Forgeries. Additionally, the position involves processing return deposit items and chargebacks, as well as responding to time-sensitive research requests such as legal subpoenas and account letters. Customer interaction is a significant part of this role, as the specialist will answer inbound phone calls and respond to secure messages from customers regarding various account issues. Reporting duties are also included, such as weekly FR2900 reporting and Backup Withholding interest reporting. The specialist will be responsible for larger dollar account transfer requests and maintaining customer records, including updating deceased client information. Furthermore, the role includes overseeing the collection of foreign and domestic items, ensuring cash letter adjustments are processed correctly, and performing annual escheatment duties. The Operations Support Specialist may also serve as a backup for wire processing and will be expected to fulfill other departmental duties as needed.

Responsibilities

• Perform the reconciliation of more complex general ledger accounts on a daily, weekly, monthly, or quarterly basis.
• Responsible for the daily processing of ACH and Check exception items such as Non-Sufficient Funds, Account Closed, Stop Payment, Invalid Account, Dormant Account, and Forgeries.
• Process the daily return deposit items/chargebacks.
• Process time-sensitive and more complex research requests such as legal subpoenas and account letters, liens, and levies.
• Answer inbound phone calls from customers and/or advisors and respond to mobile and online secure messages regarding NSF items, Overdraft items, fees, stop payments, and research.
• Responsible for various reporting duties such as weekly FR2900 reporting, Backup Withholding interest reporting, and placing currency orders as needed.
• Transact larger dollar account transfer requests from the home office.
• Perform customer level maintenance such as updating deceased client records.
• Oversee the proper and timely collection of all foreign and domestic collection items.
• Ensure cash letter adjustments are researched, corrected, and processed.
• Perform annual escheatment duties such as reviewing for customer contact and activating accounts.
• Gather and assemble data for board reports as needed.
• Perform backup role for wire processing as needed.
• Fulfill the role of performing other departmental job duties as needed.

Requirements

• College degree or 7 years banking experience required.
• Has attended HR courses to include Oz, Culture, and Leading with Core Values and other courses as assigned by manager (if new to the organization, attend within first year).
• Previous General Ledger experience and Exception Item Processing experience preferred.
• Completion of designated First Command and Industry training courses if applicable.
• Satisfactory credit and background history required.
• Universal Banker Certificate required (if new to the organization, obtain within first year).
• Ability to multi-task while dealing with numerous interruptions.
• Able to meet strict deadlines and prioritize tasks accordingly.
• Good organizational and communication skills, both verbal and written.
• Understand the sensitive nature of confidential information in such a way as to comply with strict policy and/or procedure.