Operations & Cash Management Services Rep.

Operations & Cash Management Services Representative

The customer-focused Operations Service Representative supports daily operational functions across deposit services, digital services, and cash/treasury management. This role helps ensure accuracy, efficiency, and strong internal controls while providing excellent support to both customers and internal teams. Ideal candidates are organized, tech-savvy, and comfortable working with financial systems while managing multiple tasks and priorities. This position reports to the Chief Information Officer. 

Customer & Internal Support

• Assist customers and staff via phone, email, chat, and online platforms.
• Answer questions about accounts, digital services, and transactions.
• Troubleshoot issues, resolve service requests, and guide users through available tools and services.

Cash Management & Treasury Support

• Support business clients using cash-management tools such as online banking, remote deposit, payment origination, and fraud-prevention services.
• Assist with onboarding, training, service changes, and ongoing support.
• Monitor activity to ensure proper controls, limits, and security protocols.

Electronic & Digital Services

• Review, verify, and process electronic payments and transfers.
• Set up and support online and mobile services, including access resets and digital deposit reviews.
• Monitor for unusual or potentially fraudulent activity and escalate when needed.

Dispute & Issue Resolution

• Handle customer disputes across multiple communication channels.
• Gather documentation, track cases, and ensure timely, compliant resolution.
• Identify trends or suspicious activity and report to appropriate teams.

Deposit & Account Operations

• Process and review daily transactions, including electronic deposits, transfers, returns, and adjustments.
• Ensure compliance with internal policies, regulatory requirements (e.g., NACHA, Reg E), and audit standards.

Reconciliation & Reporting

• Assist with daily balancing and reconciliation of internal accounts and activity.

Qualifications

• High school diploma required. 
• Prior experience in deposit operations or financial customer service preferred.
• Strong attention to detail, organization, and problem-solving skills.
• Comfortable working with financial systems, digital platforms, and Microsoft Office.
• Able to work independently and collaboratively. 
• Strong communication skills and a service-oriented mindset.

Position Work Schedule

The full-time position is typically scheduled 36 to 40 hours per week between the days and hours of Monday through Friday, 8:00 am to 5:00 pm; and rotating Saturdays 7:30 am to 12:15 pm. 

Farmers and Merchants Bank is an equal opportunity employer, including military and veterans.