What are the responsibilities and job description for the Operational Services Floater position at Origin Bank?
Summary Serves as a backup support to essential Operational Services as needed during periods of high work volume and to cover staffing needs.
Duties and Responsibilities include the following.
- Serves as backup for all essential Operational Service functions including but not limited to Wire Transfer; Account Services; Operational Fraud; ACH and Customer Support.
- Be familiar with multiple systems including but not limited to: eWire, IBS Insight, Digital Administration Tool, AccuSystems, Image Center, ChargeBack Manager, D1B, FXD Mobile Deposits, Abrigo/Verafin, ACH Tracker, Cold Research, and Centrix.
- Processes daily outgoing wires through the wire system as received by customers via email, phone, or fax. Initiates call-back wire verifications. Prepares the daily work for approval and imaging.
- Monitors eWire queues and perform duties as needed to ensure work is processed in a timely manner. This includes but not limited to wires held for NSF, Returned Wires, duplicate wires and wires needing repair.
- Reviews and releases wires from the OFAC queue according to internal guidelines. Works with BSA on wires that need additional research.
- Prepares and processes Return Deposit Items from Charge Back Manager.
- Prepares end-of-day balancing of returns and submits to core processing by 2:00 P.M.
- Monitors signature limits on Origin Bank Cashier Checks.
- Processes account verifications, confirmations, and succession requests
- Generates the Positive Pay file for Cashier Checks and makes exception decisions.
- Reconciles Gift Card and Payroll Card DDA accounts.
- Reviews Stop Pay Maintenance daily to ensure proper signed documents are on file for audit purposes.
- Daily monitoring and detection of fraud and kiting through the use of the Fraud & Kite software, core system reports, alerts, and other tools.
- Investigates possible fraudulent activity that has been detected through the fraud detection software, the bank’s core system, and business units of the bank.
- Reviews and investigates all debit card reorders with a recent address change.
- Processes mobile deposits that need approvals and monitors for fraudulent activity.
- Completes necessary steps when mobile deposit fraud is detected by restricting accounts and online banking access, placing holds, creating fraud alerts in the fraud monitoring system, and notifying account officers.
- Reviews check scenarios daily in fraud monitoring system.
- Reviews the external transfer relationship report, and emails account officers to have them verify the new relationships with the customer.
- Reviews ATM deposits for possible fraud, and takes necessary steps if fraud occurs.
- Monitors ACH Mailbox. Seeks approval and processes ACH temporary increase request. Processes originated ACH reversal or file deletion requests.
- Process ACH Return Reject Reports and make entries when necessary.
- Processes suspended ACH files.
- Processes FIS ACH Transaction Monitoring timely for fraud protection.
- Processes new setups, changes, and deletions for ACH Originators received by Treasury Management.
- Processes ACH Positive Pay setups or changes received by Treasury Management.
- Processes originated ACH rejected transactions.
- Processes ACH EDI setups received by Treasury Management.
- Processes new setups, changes, and deletions for ACH Originators received by Treasury Management.
- Supports all inbound calls and chats as it relates to loans, deposits, consumer and business online banking, cards, ACH, etc.
- Handles customer calls but also is a support person for internal customers with issues
- Processes transactions including account-to-account transfers and loan payments.
- Performs account and customer profile maintenance, such as address changes and phone number updates.
- Processes customer requests such as account inquiries, check orders, stop payments, and research requests.
- Processes maintenance requests regarding ATM/Debit Cards, E-Banking, Mobile Banking, and Telephone Banking.
- Processes account errors, fraudulent transactions, and miscellaneous disputes for deposit and loan accounts; submits Reg E Disputes in Centrix dispute system.
- Adds special instructions, notes, and customer comments to accounts.
- Uses product profiles to handle inquiries about account types and services.
- Provides basic Consumer Electronic Banking (CeB) support regarding password resets, login issues, and system navigation. Should also have general knowledge of internal transfers/payments, E-Statements, Zelle, External Transfers, Personal Finance Manager, Bill Pay, Mobile Deposits, and new enhancements.
- Provides Business Electronic Banking (BeB) support for password resets.
- Assist with special Operational projects.
- Assist in validation of information when new Operational software is implemented.
- Demonstrate exceptional service to our customers with professionalism and courtesy, responding efficiently and knowledgeably.
- Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
Supervisory Responsibilities
This job does not have direct supervisory responsibilities.
Competencies – To perform the job successfully, an individual should demonstrate the following competencies:
Analytical and Design – Collects and researches data; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
Interpersonal Skills/Customer Service - Maintains confidentiality; manages difficult or emotional customer situations; Responds promptly to customer needs; Meets commitments.
Oral and Written Communication - Responds well to questions; Writes clearly and informatively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Supports affirmative action and respects diversity.
Judgment and Motivation - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
Quality and Quantity - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
Attendance/Punctuality and Dependability - Is consistently at work and on time; Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals.
Adaptability, Initiative and Innovation - Adapts to changes in the work environment; Manages competing demands; Asks for and offers help when needed; Generates suggestions for improving work.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or general education degree (GED) required; Bachelor's degree (B. A.) from four-year college or university preferred; banking or related experience preferred.
Computer Skills
To perform this job successfully, an individual should have basic knowledge of computer applications such as the Internet, Outlook, Microsoft Word, Microsoft Excel and banking software. Ability to use basic office machines. Ability to learn bank-specific software such as MPC, IBS, ADP, etc.
Bank Culture/Customer Service Skills
Promotes the Bank’s culture, including the support of our Brand promise and Core Values.
Ability and judgment to interact and communicate appropriately with other employees, customers and supervisor. Ability to serve customers, both internal and external, (community/public) in a manner that will reflect superior customer relations and enhance the overall marketing effort of Origin Bank.
Physical Demands While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Work Environment The noise level in the work environment is usually moderate.
This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Origin Bank shall, in its discretion, modify or adjust the position to meet the Bank’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank’s sole discretion.
Origin Bank is an equal opportunity employer and we do not discriminate in hiring or employment on the basis of race, color, sex, age, marital or veteran status, non-job related disability, religion, national origin, genetic information or any other basis protected by law.
Remote positions are intended to be filled in states within our footprint, which includes: Alabama, Florida, Louisiana, Mississippi, and Texas. Any exception to this policy requires further regulatory review and approval by management.
