Deposit Operations Specialist

Job Title : Deposit Operations Specialist D

Location : Main Office / Operations Center

Work Schedule : Monday to Friday 8-hour shift

Job Type : Full-time

Job Details :

The Specialist spends approximately 50% of his / her time performing a variety of tasks related to Deposit Operations. These tasks include scanning and indexing deposit documents, reviewing card maintenance, ensuring the completeness and accuracy of deposit account documentation, and processing various deposit-related functions. The Specialist will also serve as a backup for other duties within the department as cross-trained.

The Specialist spends approximately 50% of his / her time investigating and resolving disputes related to payments transactions such as ACH transactions, ATM usage, debit card transactions, ensuring prompt and accurate resolution while maintaining a high level of customer satisfaction, and support routine day-to-day operations of consumer and business banking. This job performs administrative and transactional banking tasks that follow standard procedures.

Primary Responsibilities to include, but not limited to :

• Investigating and analyzing payment disputes reported by customers, including unauthorized transactions, billing errors, and disputes related to fraud or merchant disputes.
• Reviewing transaction records, customer statements, and supporting documentation to validate the nature of the dispute and determine liability.
• Ensuring compliance with regulatory requirements and internal policies throughout the dispute resolution process.
• Communicating with customers, merchants, and other stakeholders to gather additional information, clarify details, and provide updates on the status of dispute investigations.
• Maintaining professional and courteous interactions to address customer concerns effectively.
• Processing dispute resolution requests in accordance with established procedures and regulatory guidelines.
• Determining appropriate actions, such as issuing provisional credits, initiating chargebacks, or negotiating settlements, to resolve disputes in a timely manner.
• Maintaining accurate records of dispute cases, documenting investigation findings, actions taken, and resolution outcomes.
• Monitoring case statuses, following up on pending disputes, and escalating complex cases as necessary to ensure timely resolution and customer satisfaction.
• Reconciling bank settlement accounts related to disputed transactions.
• Monitoring and reporting on key performance metrics related to dispute resolution, identifying trends and areas for improvement.
• Scanning and indexing deposit documents, ensuring they are accurately labeled and stored in the system.
• Verifying deposit account documentation for completeness and accuracy, logging and tracking any exceptions identified during the review process.
• Handling levies, garnishments, check reclamations, check adjustments, deposit core maintenance, NSFs, chargebacks, and returns with accuracy and efficiency.
• Conducting daily reviews of debit card maintenance against various system reports to ensure accuracy and compliance.
• Other duties, as assigned.

Qualifications :

Supervisory Responsibility :

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Environmental Conditions

Physical Strength Requirements :

Job Description Disclosure

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently.

The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Salary Grade : 6