Deposit Operations Representative

JOB DESCRIPTION

Position Title: Deposit Operations Representative

FLSA Status: Non-Exempt 

Department: Deposit Operations     

Location: Canton 

Reports to: Deposit Operations Manager    

Supervises: None    

Travel: Limited       

Date Last Revised: April 11, 2025

POSITION QUALIFICATIONS:

• The foundation of this position is to serve both external and internal customers of the Bank in a variety of back office and customer facing tasks. 
• This position requires experience with Insight along with a knowledge of deposit related products and services. 
• Strong technical abilities and a solid understanding of Teller Operations are expected.
• Strong customer service skills and a desire to serve both internal and external customer needs in an outstanding fashion are necessary for this position. 
• This position requires exceptional organizational skills, the ability to prioritize, a high level of dependability, the ability to work independently, and a high comfort level with troubleshooting problems. 
• An enthusiastic willingness to suggest upgrades and improvements to deposit products and services is encouraged. 

**This document in no way states or implies that these are the only duties to be performed by the employee occupying this position. **

POSITION SUMMARY:

This position is a blend of duties, including handling customer queries and executing back-office tasks, providing a variety of support services for the Bank. This individual will learn the back-office tasks of Deposit Operations and assist with those tasks. This individual will perform the daily Bank Secrecy Act & Anti-Money Laundering duties as outlined in the bank’s BSA/AML Procedures. This position is expected to evolve with the needs of the bank.

Essential Deposit Operations Functions

• Personally and professionally assist with customer inquiries over the phone primarily for existing deposit accounts.  
• Effectively and efficiently provide a complete range of customer services over the phone including, but not limited to, iBanking customer service calls, resolve debit card issues (fraudulent activity, travel notifications, card increases, etc.), research errors on customer’s accounts.
• Process accounts opened through the online account opening platform.
• Work closely with branch staff to meet customer’s needs in a timely and professional manner.
• Have a clear understanding of the policies, procedures, and products of the bank to provide accurate answers for customers.
• Effectively cross sell our products and services.
• Generate rate sheets for all branches and update disclosures as needed.
• Prepare reference documentation daily for Canadian rates and communicate to branch staff.
• Maintain customer exceptions to transaction blocking rules as deemed necessary.
• Provide Debit Card support and maintenance for the branches.
• Process Élan Credit Card Applications report monthly. 
• Global Viewpoint (GV) retrieval and branch support. 
• Upload necessary forms and documentation to Identifi (Document Management).
• Produce daily, quarterly, and yearly batch checks.
• Disperse deposit account maturity notices.
• Obtain and review daily, weekly, monthly, quarterly reports.
• Process Restraining Notices, Account Verifications, Levies, Reclamations and Subpoenas.
• SSA/SSI Research.
• Bank & Batch checks outstanding.
• Maintain knowledge of all branch policies and procedures.
• Maintain knowledge of ACH rules and processes.
• Maintain open communication with branch staff and report errors to Branch Managers and/or Teller Supervisors.
• Review and recommend updates and changes to policies and procedures utilized in customer service.
• Act on regular requests from customer service staff for troubleshooting, research, and error resolution.
• Serve as a check and balance for Accounting & Branches.
• Completion of all mandatory training.
• Review and processing of Load Errors (ACH) and rejected items report.
• Perform functions of the ODP program - Deposit account collections and maintenance, Fresh Start Loan process, payment processing, charge off maintenance, report accounts to ChexSystems and Transworld for charged off accounts. 
• Coordinate with 3rd party Dispute Department regarding Customer/Bank card disputes.
• IOLA account quarterly maintenance.
• Review of large dollar checks.
• Perform admin functions for online banking, maintain customer accounts, and branch support.
• Perform functions defined by Debit Card Fraud procedures – including but not limited to reviewing fraud reports, assisting customers with fraud cases, maintain necessary logs, and assist with actions taken for debit card breaches.
• Prepare and distribute IRD returned deposited items to branches.
• Process disputes for unauthorized transactions (ACH, check) and encoding errors.
• Card@Once branch support and printer maintenance (inventory & supplies).
• Handle returned mail.
• Process address changes.
• Perform necessary maintenance/review for deceased customers.
• Manage & order supplies for the bank.
• Additional duties according to department needs.

Essential BSA Analyst Functions

• Review daily, a Large Cash Report to ensure that all Currency Transaction Reports (CTRs) are properly completed when required and promptly submitted to the IRS.
• Review daily, a Large Cash report to ensure that all Cash Logs for purchases of monetary instruments are properly completed when required.
• Conducts an annual review on Phase II CTR exempt customers and report any suspicious activity to the bank’s BSA/AML Officer.
• Upload the biweekly FinCEN list into the Verafin software and review any generated alerts to determine if they are true hits or false positives.
• Review daily alerts from the bank’s Suspicious Activity Monitoring software (FRAML) and identify suspicious transaction activity. This includes the review of OFAC alerts to determine if the alerts are true hits or false positives.
• Review quarterly, the transaction history of customers the bank has filed SARs on over the last 12 months.
• Review monthly Monetary Instrument reports for suspicious activity.
• Review daily, an ACH IAT report and report any suspicious activity to the banks’ BSA/AML Officer.
• Review the first three months of transaction history on new customer accounts opened via NCSB e-Bank Deposits and identify suspicious transaction activity.
• Review the first three months of transaction history for accounts opened by Non-Resident Aliens (NRAs) and identify any suspicious activity.   
• Review the weekly person and Organization CIP reports to ensure all required identification information is collected and is properly verified when a new customer opens an account. 
• Ensure that the BSA/AML Officer is immediately informed if any OFAC, FinCEN, or PEP true matches are identified.
• Ensure the BAS/AML Officer is immediately informed if an MSB opens an account or a customer answer’s “Yes” to the UIGEA question.
• Ensure that the BSA/AML Officer is immediately informed if any suspicious activity is identified.
• Weekly Beneficial Owner review.
• Annual Verafin validation.
• Quarterly wire review.
• Additional duties according to department needs.

Job Requirements:

• Ability to read. 
• Ability to write. 

Performance Factors:

1. Attendance and Dependability: The employee can be depended on to report to work at the scheduled time and strives to keep absences minimal. The employee can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious about assignments. 

1. Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of the Bank. 

1. Relationships with Others: The employee works effectively and relates well with others including supervisors, colleagues, and individuals inside and outside the Bank. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships. 

EDUCATION, EXPERIENCE, and SKILLS:

Education:  

High School Diploma or equivalent (teller experience preferred)

Experience:  

Background in Teller operating policies and procedures preferred.

Skills: 

• Strong mathematical, analytical, and problem-solving skills.
• Strong interpersonal communication skills 
• Strong customer service orientation
• Strong computer skills and ability to operate standard office equipment (i.e. calculator) 
• Aptitude for use of Deposit Operations Department programs 

AMERICANS WITH DISABILITIES SPECIFICATIONS

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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is required to stand for extended periods of time; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch; talk; hear; and see. The employee may occasionally be required to lift and/or move up to 25 pounds.   

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate. 

I have received and read this job description and acknowledge that I am able to perform the essential functions of this job with or without reasonable accommodation. 

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Signature Date 

Receipt of this job description in no manner constitutes an offer of employment.