Electronic Banking and Deposit Operations Specialist

Position Summary

The Electronic Banking & Deposit Operations Specialist is responsible for supporting the Bank's electronic banking services and deposit operations functions while ensuring exceptional customer service, operational efficiency, and regulatory compliance. This role serves as a key resource for customers, branch staff, and internal departments by managing electronic banking products, processing deposit-related transactions, resolving operational issues, and maintaining accurate records.

The ideal candidate will possess strong banking knowledge, technical aptitude, analytical skills, and attention to detail, with the ability to support both customer-facing and back-office operational functions.

Essential Duties and Responsibilities

Electronic Banking Operations

• Support and maintain electronic banking services, including online banking, mobile banking, ACH services, wire transfers, debit cards, remote deposit capture, and other digital banking products.
• Assist customers with enrollment, setup, maintenance, and troubleshooting of electronic banking services.
• Research and resolve customer issues related to account access, transaction processing, login concerns, digital banking functionality, and fraud-related matters.
• Provide customer education regarding digital banking tools, electronic payment services, and fraud prevention best practices.
• Support debit card maintenance, activation, disputes, fraud monitoring, limit adjustments, and replacement requests.
• Monitor electronic banking activity to identify exceptions, suspicious transactions, and operational issues.

Deposit Operations

• Process account maintenance requests, including customer information updates, account changes, and service modifications.
• Review and process ACH and wire transfer maintenance requests, exceptions, returns, and related operational activities.
• Process non-post transactions and investigate and resolve transaction exceptions in a timely manner.
• Monitor and process returned deposit items, adjustments, corrections, and account exceptions.
• Process stops payment requests, check orders, official checks, and other deposit-related services.
• Administer dormant account maintenance and support escheatment and unclaimed property processes.
• Process legal documents such as levies, garnishments, subpoenas, and other regulatory requests as assigned.
• Perform daily balancing, reconcile general ledger accounts, and assist with operational reporting activities.
• Maintain accurate operational records and documentation to support audits, examinations, and compliance reviews.

Compliance and Risk Management

• Ensure all activities comply with Bank policies, procedures, security standards, and applicable federal and state regulations.
• Monitor transactions and account activity for fraud prevention, risk mitigation, and adherence to regulatory requirements.
• Support internal and external audits by providing documentation and operational assistance as needed.
• Maintain confidentiality and protect customer information in accordance with Bank policies and applicable regulations.

Operational Support and Continuous Improvement

• Serve as a primary operational resource for branch personnel and internal departments regarding deposit operations and electronic banking inquiries.
• Collaborate with vendors, technology partners, and internal teams to resolve service issues and improve operational efficiency.
• Participate in system testing, product implementations, process improvements, and procedure updates.
• Crosstrain in various operational functions to provide backup support and ensure business continuity.

Identify opportunities to improve workflows, enhance service quality, and increase operational effectiveness. 

Qualifications

Education

• High school diploma or equivalent required.
• Associate degree or bachelor's degree in business, Finance, Accounting, or related field preferred.

Experience

• Minimum of two (2) years of banking, deposit operations, electronic      banking, or financial services experience preferred.
• Experience with ACH processing, wire transfers, account maintenance, and digital banking platforms strongly preferred.

Knowledge and Skills

• Working knowledge of deposit products, electronic banking services, and banking regulations.
• Familiarity with ACH, wire transfer processing, debit card administration, and online banking systems.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent customer service and relationship management skills.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• High level of accuracy and attention to detail.
• Knowledge of applicable banking regulations, including Reg CC, BSA/AML requirements, ACH Rules (Nacha), and electronic banking compliance requirements. 

Core Competencies

• Customer Service Excellence
• Attention to Detail
• Deposit Operations Expertise
• Electronic Banking Knowledge
• Regulatory Compliance
• Risk Awareness & Fraud Prevention
• Problem Solving & Analytical Thinking
• Communication Skills
• Time Management
• Teamwork & Collaboration
• Adaptability
• Confidentiality
• Continuous Improvement
• Technical Proficiency

Physical Requirements & Working Conditions

• Professional Office Building
• Ability to sit for extended periods and use a computer workstation regularly.

· The ability to see clearly at 20 inches or less, with or without corrective lenses, to read documents and/or view computer screens.

• The ability to hear, with or without hearing assistance, and communicate effectively  in person and by phone.
• The ability to use hands/fingers to enter, retrieve and manipulate data using a keyboard and computer on a daily basis.
• Normal office environment with frequent use of telephone and digital communication tools.

Additional Expectations

• Support and promote the Bank’s vision, mission, core values, organizational structure, policies, and procedures.
• Demonstrate professionalism, integrity, and a commitment to regulatory compliance and ethical business practices.