Operations Specialist

Scale Bank is looking for a customer experience focused individual to join our team! This individual is a key contributor to providing next level services that exceed our clients' expectations and meet their business needs.

POSITION SUMMARY: Provides exceptional customer service to clients, accurately and efficiently processing transactions.

THIS ROLE IS ACCOUNTABLE FOR:

• Processing transactions accurately and efficiently
• Providing exceptional customer service
• Adhering to policies and procedures

Accountability/Responsibilities

Processing transactions accurately and efficiently - 70%

• Process account deposits, verify cash/checks and endorsements, receive customer payments, and issue receipts
• Accurately balance cash and daily proof transactions
• Process currency, coin orders, and foreign currency or cash letters.
• Lockbox set up, receivables processing, and monthly reporting.
• Process exception items, including non-post items, stop-pay and return cash, and credit backs.
• Daily reconciliation of accounts and balances; accurate balancing of all cash and daily proof transaction.
• Prepare and distribute daily reports

Providing exceptional customer service - 20%

• Greet walk in customers and interact in a professional and pleasant demeanor to provide a positive representation of Scale Bank.
• Listen and understand customer needs, provide information about products and services, fulfill customer requests in a timely manner, or refer the customer to the appropriate resource within the bank for resolution.
• Provide support for phone coverage.

Adhering to policies and procedures - 10%

• Fully follow documented procedures in the order prescribed and understand the implications of not doing so.
• Be knowledgeable of the policies that apply to the procedures being administered.
• Ensure compliance with the Scale Bank code of conduct, Anti-Money Laundering, Bank Secrecy Act, and information security policies
• Complete CTR (Currency Transaction Report) reporting

Team Accountabilities:

• Delighting my customers
• Giving my all
• Creating a great place to work
• Making improvements
• Keeping us compliant

Supervision

This role does not have supervisory or other work direction responsibility over other employees.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EDUCATION, EXPERIENCE AND SKILLS

• High school diploma or equivalent
• 1- 2 years of experience in customer service with cash handling responsibility and/or clerical duties
• Customer Orientation – Possessing a natural inclination to view those who are served by the role as customers and acting in ways to satisfy them
• Customer Service – Actively listen and engage to understand customer needs, proactively manage expectations, and honor commitments in a timely way
• Familiarity with MS Office programs
• Professionalism
• Detail Orientation – Ability to remain focused to achieve accuracy and thoroughness
• Teamwork – Ability to foster a shared sense of purpose, collaboration, and accountability for results
• Time Management – Ability to organize and plan work in order to meet deadlines and maximize productivity