GENERAL FUNCTION:
Direct the staff and overall activities of Deposit Operations functions to ensure accuracy, completion, compliance, and customer experience. Direct the review, implementation, communication, and maintenance of policies, procedures, products, and projects as needed.
ESSENTIAL FUNCTIONS:
Department Administration
- Manage and oversee all activities of the Deposit Operations functions to ensure accuracy, completion, compliance, and customer experience.
- Direct the review, implementation, and communication of policies, procedures, products, and other projects as directed.
- Manage the administration of internet banking, including assisting with troubleshooting, problem resolution, and positive customer experience.
- Drive the department’s measures to reduce risk and loss from fraud, working with Information Security, Compliance, Retail, and other teams to ensure rapid response and handling. Oversee the issuance of new account information and debit cards in instances of fraud and/or account compromise.
- Responsible for core system parameter maintenance, new account review and all facets of Deposit Operations
- Assist in the development, testing, implementation, and training of systems, processes, and products as needed.
- Monitor activity and provide reports and assistance with board reports, projects, audits, exams, and other internal and external reviews.
Deposit Operations
- Receive, review, verify, process, document, and maintain all relevant communication and intake items for Deposit Operations, including but not limited to:
o Deposit document scans
o Wire transfers (incoming, outgoing, domestic, international)
o ACH transactions
o Internet Banking, Bill Pay, Mobile Deposits, and other web-base and digital banking transactions
o New account openings, including documentation and CIP reviews
o Dormant, closed, charged off, and other special accounts
o Insufficient funds reports and Bounce Protection – oversee the monitoring and handling of overdrafts for collection and charge-off.
o Account and customer review, including maintenance, address changes, stop payments, warnings, and restrictions
o Debit cards; Oversee and resolve issuance, fraud cases, and related accounting functions
o Retirement accounts, including contributions and distributions
o Certificate of Deposit maintenance, including penalties, interest rate reviews, maturity, renewals, etc.
o Deposit credit verifications and confirmations
o Interest and expense checks; manage under dual control
o Related Treasury Management functions, including Remote Deposit Capture, fee income for merchant services
- Ensure that information in the banking systems is correctly input, accurate, processed, and reported appropriately.
- Review, manage, and process assigned reports and information. Verify information, update and maintain systems, notify appropriate staff, escalate issues, and communicate with staff, customers, and management as needed.
- Provide customer support for internet and telephone banking.
- Manage red flag and fraud concerns to reduce risk and loss. Work with Info Security and other teams to ensure proper handling and resolution.
- Assist retail team to ensure that CIP exceptions, signature cards, ID, documents, and other questions regarding pertinent account information are cleared up timely.
- Assist bank staff with account and deposit banking issues; provide guidance, support, and problem resolution.
- Proactively communicate with management, retail, lending, operations, compliance, and others to identify and resolve exceptions, issues, concerns, errors, omissions, deadlines, and other potential concerns with deposit operations.
- Oversee the review, processing, and communication of incoming and returned mail.
Management
- Set an example for your team by demonstrating a strong work ethic, competency in your job, adherence to policies and procedures, commitment to training, and alignment with the company’s culture and strategies.
- Manage your assigned staff to meet the needs of the company and your department. Management functions include hiring, training, developing, assessing performance, counseling, directing work, prioritizing tasks, terminating, and other administrative functions, such as time, attendance, staffing, scheduling, leave, etc.
- Know, understand, and teach the policies, procedures, and guidelines that impact your work and your team. Be proactive in addressing and working through unclear or inconsistent procedures. Communicate with appropriate management and ask questions to clarify uncertainties.
- Build and nurture efficient, productive, positive teams. Ensure that communication is clear, active, constructive, and appropriate. Ensure that each Team Member understands their role and maintains accountability for work and group production. Create a respectful, professional working environment that is free from harassment, discrimination, gossip, negativity, retaliation, bullying, and other elements that can damage work and relationships.
- Actively engage with leaders in other departments and throughout the company to promote perspective, learning, understanding, and efficient, productive workflow within the Bank. Communicate with senior and executive leaders regularly to build/maintain relationships and share information.
- Work with HR to address concerns, deficiencies, compensation, recruiting and hiring needs and processes, work errors, team issues, questions, personnel laws (e.g. ADA, FMLA, FLSA, etc.), reporting and handling situations, etc.
Compliance
- Review the Bank’s information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud. Follow all guidelines for securing your accounts, access, systems, and information. Be proactive in identifying threats to information security and relay concerns to the information security team.
- Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
- Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti Money Laundering Act, Red Flags, Consumer Privacy, Fair Lending, other applicable lending laws, etc. Follow these at all times.
- Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions. Ask questions to clarify any uncertainty when issues arise.
- Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti Money Laundering Act, lending laws, etc.
- Participate in training sessions and policy updates as necessary. Assist with coordination of scheduling as appropriate.
Other
- Maintain focus and professionalism at work; reserve personal matters for personal time. Be teachable, flexible, manageable, approachable, and helpful.
- Work scheduled and other needed hours at the designated location(s).
- Assist Management with scheduling and other issues as directed.
- Accept additional work as needed and assist other managers or Team Members as needed.
- All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
- Management or Bank policy may revise, delete, or add responsibility as necessary.
Requirements
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Required: high school diploma or equivalent
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Preferred: Bachelor’s degree in Finance, Business, Economics, or other related field
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Required: 5-7 years of banking management and/or deposit operations or other relevant experience
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Preferred: 7-10 years of banking experience in Retail, Operations, Treasury Management, Compliance
Activity
- Ability to operate office equipment, telephones, and computers
- Ability to communicate fluently in English, in person, in writing, and on the computer
- Ability to hear, speak, and understand verbal communication
- Ability to read, write, count, and perform basic math functions
- Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)
- Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
- Ability to lift up to 10 pounds, grasp, reach, and pull
- Ability to think, remember, learn new information, and apply cognitive data to job functions
- Ability to assess and concentrate on mental and physical job tasks to see them to completion
- Ability to work with others to share information and solve problems
