Customer Service Representative - Operations Department

Customer Service Representative – Operations Department

Bank of Ocean City has a full-time opening for our Operations Department. Our focus is on delivering an exceptional customer experience. We are looking for an experienced, qualified, customer service driven individual to join our team.

Basic Function: Performing a variety of duties to support the deposit operations function of the bank.

Essential Duties:

Operations General Tasks

• Answer incoming phone calls from customers and staff
• Direct incoming calls to the appropriate staff and/or provide customer support
• IRA and HSA – transactions and account monitoring
• Wire Transfers – process incoming and outgoing bank and customer wire transfers
• CDARS and ICS – process orders and transactions
• Dormant Accounts – account monitoring
• Reconcile General Ledger accounts
• Report charged off accounts and recoveries
• Process monthly IOLTA and MAHT remittance
• Investigate and resolve disputes and error notifications received from customers
• Scan, index, verify keywords and file documents
• Develop and maintain procedures for various assigned duties
• Interact with other departments in resolving operational issues
• Provide support to Operations Department Management to ensure compliance with Bank policies and procedures, as well as Federal banking laws, rules and regulations
• BSA/AML compliance, including, but not limited to: monitoring for OFAC and suspicious conduct and transactions, completing all required regulatory documentation and adhering to the bank’s BSA/AML/OFAC/CIP policies and procedures.

Exception Processing Tasks

• Resolve posting exception and non-sufficient funds items
• Returned Mail – resolve and process returned mail
• Process International Check Collections
• Review Death Notices and Reclamations

Maintenance Tasks

• Compile and verify all customer and account maintenance
• Savings Bonds – reconcile and remit redeemed bonds
• AVS and SSI Account Verifications – review and respond to verifications

e-Services Tasks

• Assist online and mobile banking users with enrollment and login issues, review reports, monitor transaction activity; research and troubleshoot issues for bill payment, Zelle and TransferNow

Visa Debit Card Tasks

• Monitor debit card activity, review reports, reconcile transaction activity, provide customer support

Federal Reserve Bank Tasks

• Process large return notifications, notice of corrections, ACH Returns and check adjustments

Additional miscellaneous duties will be assigned as training progresses:

• Please note 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. Duties, responsibilities and activities may change at any time with or without notice. You will be required to cross train on various other tasks in order to provide support during staff absences and vacations.

Knowledge, Skills and Abilities:

• Advanced computer skills-proficiency in Word and Excel
• Excellent attention to detail, strong organizational skills
• Must be a self-starter and display initiative
• Time management with the ability to work efficiently to meet deadlines
• Good verbal and written communications skills, pleasant telephone manner
• Ability to adapt to change
• Ability to professionally interact with staff members of all levels
• Ability to manage multiple priorities

The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Training and experience:

• High school diploma, or equivalent
• One year of bank teller experience, preferred
• Educated in banking regulations and laws

Physical requirements of this position include, but are not limited to:

• Sitting/Standing/Walking: Approximately 85% or more of time is spent working at a desk. Balance of time (15%, or “occasionally”) is spent moving around work areas. Stair climbing daily.
• Speaking/Hearing: Clear dictation and acute hearing are necessary for effective and frequent (up to 75% of work time) communication with co-workers, customers, and outside agencies, by telephone and in person.
• Vision: Ability to effectively use a computer screen and to interpret printed materials, memos and other appropriate paperwork, 75% or more of work time.
• Lifting/Carrying: The ability to transport files, office supplies, and lifting up to a weight of 35 lbs. and occasionally, up to 50 lbs.
• Stooping/Kneeling: The ability to access files and supplies, with occasional stooping or kneeling.
• Hours include 7:45am start times.

Equal Employment Opportunity and Affirmative Action Employer

EOE/Veterans/Disabled/LGBT

Job type: Full-time

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Shift:

• 8 hour shift
• No nights

Education:

• High school or equivalent (Required)

Experience:

• banking: 1 year (Preferred)
• computer/keyboard: 2 years (Preferred)
• customer service: 2 years (Preferred)

Work Location: In person