Deposit Operations Specialist

Wakefield Co-operative Bank

Deposit Operations Specialist

Department: Accounting/Deposit Operations

Reports to: VP/Controller

Position Overview

This position is responsible for the daily pay/return process, online banking customer support, daily monitoring of debit card fraud, and customer disputes regarding ACH, debit card & inclearing items. The position requires efficient and accurate completion of required daily duties and supporting additional tasks in promoting the bank's operational and technical goals.

Essential Job Functions

• Processes and monitors ACH, inclearing, stop payments, wire transfer entries, returns and adjustments accurately and timely including daily pay/return decisions for customer accounts.
• Responsible for internet banking applications, reports, and activity and supports the product. Serves as the primary online banking customer service contact.
• Resolves ACH, ATM and debit card disputes and monitors suspicious activity. Processes adjustments appropriately according to NACHA Operating Rules and Regulation E.
• Responsible for answering calls and assisting customers with general account inquiries.
• Processes ACH Origination Files through Business Online Banking. Assists customers with questions or issues surrounding ACH Origination.
• Manages debit card fraud cases and compromised card alerts in Fiserv Client Central.
• Reviews daily reports and verifies information such as signatures on large dollar checks, international ACH, pre-notes, etc.
• Manages the overdraft privilege program and creates daily customer letters and notifications.
• Deposit operations liaison role with core system provider and other systems such as debit card provider.
• Compile information related to subpoenas, levies, or other research requests.
• Maintenance and reporting for abandoned property, dormant accounts, death notifications, reclamations, audit requests, and any other operations reporting functions as needed.
• Responds to internal requests for information and customer account requests or inquiries, including ensuring a prompt and courteous relationship with Retail and other staff in ensuring exceptional customer service on a daily basis.
• Participates in system enhancements and trouble-shooting, department procedures, and other aspects of ensuring an efficient and effective operations department.

Job requirements, skills & abilities:

• Strong understanding of various deposit operations services and applications. At least 2-3 years of deposit operations experience is preferred.
• Extensive knowledge of ACH Origination, NACHA Rules and Regulation E required. NACHA AAP accreditation preferred.
• Effective written and verbal communication skills and computer proficiency.
• Must display a professional manner.
• Ability to apply critical thinking and problem solving skills.
• Ability to adapt to changing demands and requirements.
• Successful completion of in-house training programs or other approved training programs.
• Compliance with BSA/compliance regulations as appropriate to the position.
• Proficiency with:
• Windows desktop software
• MS Office
• Various web browsers as may be required
• Internet usage

• Adherence to corporate dress code.
• Regular attendance and punctuality is essential to this position.
• Must be knowledgeable and keep current on all bank regulatory and compliance policies as they relate to the job description.
• This position requires the employee's presence at a designated Bank location.

Customer and Community Contact and Activities

While the some of these job functions are internal to the organization, the nature of the duties will require the engagement of customers of the bank. Such contact may be via phone, electronically or in-person. These are necessary aspects of this job.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. It is expected that from time to time other duties, both related and unrelated to the above, may be assigned and therefore, required.