Department: Deposit Operations
Reports To: Deposit Operations Coordinator
Supervises: None
Last Updated: 04.15.2025
Summary: Primary focus is on managing customer contact and support. Participates in the day-to-day operations of the Department.
Major Duties & Responsibilities:
- Manage inbound calls in a timely and professional manner.
- Strong focus on identifying customer needs, clarifying information, and issue resolution.
- Assist customers with account questions, statement balancing, product support, and account maintenance.
- Act as an ambassador of our digital products.
- Quickly identify needs to route customers to appropriate resources.
- Communicate with customers through multiple channels.
- Provides customer support and employee training and participates in the overall digital strategy for the bank.
- Monitor customer enrollment into OLB products.
- Manage the Online Account Opening applications.
- Review various department reports.
- Monitor fraud systems for potential check and deposit related fraud.
- Review fraud suspect items and contact customers to determine if further action is required.
- Review/ Approve ATM/Mobile deposit exceptions.
- Manage Req E Disputes.
- Manage the Deposit Scanning ‘To be Indexed ‘Folder.
- Review and fulfill asset verifications
- Perform a variety of account maintenance, including but not limited to:
- Flagging accounts
- Changing customer status
- Deactivation of eStatements
- Address changes
- Gives product demonstrations to customers as needed.
- Process and fulfill audit requests.
- Understands and follows bank/ department regulations, policies, and procedure, and participates in all compliance- related training.
- Other duties as assigned.
Education & Experience:
- Excellent communication skills, including verbal, phone, written, listening, and people/soft-skills
- Ability to move appropriately and quickly between variety of communication channels including phone, chat, text.
- Strong comfort level with technology and digital banking products
- Professionalism
- Ability to multi-task
- High attention to detail
- Strong investigative and problem-solving skills
- Basic understanding of Regulation E, BSA, and NACHA Rules
- High school diploma
