Account Services Specialist

Job Title: Account Services Specialist

Department: Account Services

Reports to: Account Services Assistant Manager

Supervises: None

Status: Exempt

Job Summary

The purpose of this job is to provide deposit account support to bank customers and other staff members while performing processes to complete daily operational functions.

Knowledge, Skills, and Abilities

• Ability to use proper judgment and make sound decisions that affect the bank and customers
• Good working knowledge of phone etiquette, item processing and other operational procedures, accounting processes and banking regulations
• Knowledge of NACHA regulations
• Exceptional interpersonal and communication skills in order to provide outstanding customer service
• Knowledge of other functions/areas in the bank in order to assist or direct customers to the proper department
• Outstanding time management skills
• Computer literate
• Detail oriented

Essential Job Responsibilities

• Responds to and assists customers with online banking, mobile banking, telephone banking, bill pay, debit cards, wires and other deposit account inquiries
• Answers frequent phone calls and inquiries from customers and resolves complaints or problems in a professional manner
• Performs daily functions to complete processes within the department in a timely and efficient manner meeting all required deadlines, regulations, and bank policies.
• Completes reconciliations assigned to the department in a timely manner
• Processes debit card disputes on customer accounts and helps to reduce banks exposure to fraud by identifying trends within the banks customer base and reporting those to management
• Proficient in all areas of the department cross training on all processes handled by the department and in-depth knowledge of all products and services offered by the bank
• Serves in a support capacity to other team members throughout the bank
• Works with vendor support regarding bank services and products to resolve an issue for a customer or another team member
• Recommends opportunities to improve departmental processes and reports those to management
• Performs other duties as assigned and directed by management

Equipment Operated

Microsoft Office suite on personal computer, calculator, fax, copier, telephone, printer, and the following software: Jack Henry-core banking system, and ancillary vendor products.

Work Environment

Work is performed primarily sitting at a desk with regular contact with employees and customers on the phone. The noise level in the work environment is usually moderate.

Physical Demands

The employee is required to sit at a desk for most of the shift. While performing the duties of this job, the employee is required to communicate effectively with others, sit, stand, walk, and use hands to handle keyboard, telephone, paper, files, and other equipment and objects. The position requires the ability to review detailed documents and read computer screens. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

Employee Acknowledgment

This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by the supervisor. All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.

Employee Signature:

Date:

(EOE/AAE/M/F/D/V)

Qualifications

• Associates degree in business, finance, or related field or equivalent professional experience.
• Minimum 3 years of progressive responsibilities in Deposit Operations