What are the responsibilities and job description for the BANK OPERATIONS SERVICE CENTER SPECIALIST position at GenoaBank?
GenoaBank, founded in 1902, is a locally-owned, independent community bank that provides a broad range of banking services to both business and private customers in counties of Lucas, Ottawa, Sandusky, Wood, Fulton, Erie and the Michigan County of Monroe. Since the time GenoaBank first opened its doors, it has continued to expand and now operates branches in Elmore, Fremont, Maumee, Millbury, Oregon, Perrysburg / Rossford, Port Clinton / Catawba, Sylvania, and Downtown Toledo, Ohio.
GenoaBank has always been driven to serve each community’s financial needs and continues to provide the same friendly, personal service it has since day one.
Taking your banking needs personally is our priority. Your financial needs will be met with exceptional service, quick decisions, innovative products and great rates that only local ownership can deliver. GenoaBank offers experience and service that has kept customers coming back for over 120 years! GenoaBank. Taking your banking needs personally.
Position summary
Provides prompt, courteous, and excellent service to internal and external customers at all times. Performs all duties pertaining to Card Services, Deposit Operations, Exception Item Processing, Online and Mobile Banking, Wire Operations, and ACH Processing. Adheres to all regulatory compliance and banking laws. Acts as a resource in responding to inquiries and resolving problems for Officers and Branch Managers. Ensures that team duties and reports are completed on time. Proactively identifies issues or needed changes, recommends resolution, and participates in quality improvement efforts. Required to actively cooperate and interact with other departments to advance the overall interests of the bank. Maintains educational and professional expertise through attendance at job related seminars, trainings, conferences, and workshops. Assists other operational support areas in the completion of their duties in times of unusual activity or as directed by management. Contributes to the effort of the Bank by performing other duties as assigned.
Essential Duties & Responsibilities
Service Center :
- Manage and respond timely to inbound customer service-related inquiries and maintain high level of customer service.
- Provide timely feedback to supervisor regarding service failures or customer concerns.
- Recommend ways to improve the customer experience for internal and external customers.
- Performs Credit Card and Debit Card Operations.
- Performs all Online Banking, Mobile Banking, and Cash Management procedures.
- Assists in administration of Gift Card Program.
- Directs stakeholders on cardholder dispute process.
- Uses analysis and great attention to detail to determine potential issues with system data and develops recommendation for solutions.
- Performs Wire Processing and ACH process.
- Executes Exception Item Processing process.
- Works closely with Fraud Specialist and assists in processes and procedures.
- Completes all Club Account Processing and Safe Deposit Account Processing.
- Works collaboratively to help manage BPM maintenance and projects.
- Maintains standard operations procedural documentation.
- Assists with database corrections and changes as needed.
- Performs quality control.
- Assists with yearend processing procedures and answers 1099 or 1098 reporting questions.
- Supports department conversion initiatives and new product launches.
- Assists with maintenance and updates on all Fiserv modules and 3
party vendor applications.
Other Functions
REQUIREMENTS & QUALIFICATIONS
GenoaBank offers excellent benefits. We pay 100% of the premium for our employees medical, dental, vision, long-term disability, short-term disability and life insurances. In addition, we offer a 401(k) plan, we match 50% up to 8% and an additional 4% profit sharing, tuition reimbursement, an Employee Stock Purchase Plan, and generous paid time off.
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