Deposit Support Representative

Description

Perform various duties in the Deposit Support Department. Provide excellent telephone service to internal partners, by listening, collecting information and providing answers or solutions in a positive, courteous and professional manner. Provide service to customers in a professional, courteous and confidential manner. Assist customers with account concerns and information on Bank services available and deal diplomatically with customer complaints. Comply with regulations and policies of Bank as established.

Requirements

PRIMARY RESPONSIBILITIES

May Perform Any Or All Of The Following Duties

• Perform deposit support tasks, such as RIM processing, remote deposit capture review and approval of limits, relationship management for overdrawn accounts, monitor and process Reg. D exceptions, ATM/debit card functions including new orders, maintenance, disputes, fraud monitoring and fraud claims, tax form corrections, address changes, stop payment review, returned items, charge back items, process foreign check and foreign currency settlements, process levies, garnishments, warrants and subpoenas.
• Review new accounts and documentation, and verify customer and account maintenance.
• Setup and maintenance of Treasury Management products, including ACH Manager, Business Online Banking, Remote Deposit Capture, Wire Manager, Positive Pay, Analysis and Sweeps. Service Treasury Management clients over the phone and in-person and assist the Treasury Management Officer with setting up clients, remotely or through client site visits as needed.
• Assist as needed with the development of new products, forms and changes to the new account opening process.
• Maintain a good working knowledge of applicable regulations.
• Provide support to internal partner inquiries and issues related to deposit accounts, debit/ATM cards, and electronic banking products.
• Provide feedback to management on critical issues, interest, and concerns of customer to support ongoing efforts to improve service and products.
• Remain current on deposit support concepts, practices, procedures and compliance to ensure technical and functional expertise for system utilization and problem resolution.
• Identify and address systemic issues and take the appropriate actions to remediate exceptions.
• Assist in coordination of training materials, forms and procedures. Assist with training for deposit support staff and other internal partners regarding Bank policies, procedures and reference materials.
• Evaluate processes in order to identify opportunities to maximize efficiencies, streamline and simplify processes, reduce errors, control risk and improve customer service delivery.
• Provide feedback to management of critical issues, interest, and concerns of customer to support ongoing efforts to improve service and products.
• Perform additional duties as needed.
  
  

Other Responsibilities

May perform any or all of the following duties:

• Demonstrate a working knowledge, comply and enforce First Federal Bank of Wisconsin employee handbook, policies and procedures, as well as all state and federal banking regulations
• Participate in ongoing training.
• Perform other duties as assigned.
  
  

Requirements / Core Competencies

Associates degree preferred. 2 years of financial industry or equivalent work experience. Progressive training and experience with Bank services, general clerical experience. Accuracy and attention to detail. Technology proficiency.

Other Qualifications / Skills

Sound knowledge of Bank Financial services, Bank philosophy. Leadership skills. Ability to prioritize well, an aptitude for detail work, good communication and listening skills. Tact and diplomacy in dealing with vendors and employees. Strong organizational skills. Ability to work well under pressure. Proficient computer skills. Strong communication skills. Problem solving skills. Flexibility and ability to multi-task. Flexible schedule.