Leads several of Item Processing members by scheduling and monitoring daily workflows, reviewing and approving work, responding to questions from Bankers vendors, and clients. Interfaces with management and team members to resolve issues and unique requirements to service deposit relationships for Deposit Services. Must be able to anticipate and recognize projects or special duties impacting service level standards and adjust workflow to maintain such standards.
Provide bankers and clients a high quality of customer service relative to all facets of their business needs and deposit banking relationship. Process all incoming requests received via email, correspondence or telephone from bankers or clients and resolve issues, take instructions, arrange for special requests, and make decisions within assigned authority. Provide a high level of responsiveness when working with account managers regarding customer relationships. Analyze selected data and make recommendations as to any exposure and possible risk to the Bank. Supervise and provide coaching and training to staff when appropriate.
Receive instructions from bankers, vendors for: 1) account transaction information, levy, Reg D, subpoena, 2) inclearing, returned deposit item, stop payments, fraudulent activity and 3) internal/external deposit processing, adjustments, fee reversals.
Approve checks, transactions and fee reversals within assigned limits.
Handle exception transactions. Gather data and coordinate approvals.
Respond to bankers’ inquiries regarding deposits, adjustment, inclearing, fraud, fee reversal, etc.
Troubleshoot service complaints and coordinate with various bank departments in the identification and resolution of operational problems.
Ensures compliance with operational policies and procedures to minimize risk exposure. Monitors and audits policy exceptions related to risk management issues. Communicates with management regarding the control and management of risk within a specific team or the department.
Identifies situations impacting established quality service level standards to determine solutions in a timely manner. Keeps management informed if additional resources that may be needed. Participates in internal and external meetings.
Resolves computer system or other technical problems in a timely manner.
Requirements include: Typically requires 5 years background in retail banking operations or back office operations including the management of check and deposit processing, fraud, adjustment or equivalent experience. High level escalated banker/client resolution experience. Strong customer service background required and demonstrated skills in leadership. Excellent written and verbal communication skills and detail oriented. Must be able to work independently, efficiently, and possess good organization and prioritization skills. Ability to handle multiple tasks within strict time constraints. Possess strong interpersonal skills and maintain composure while dealing with difficult situations. Must be flexible with work schedule. High school graduate or equivalent required. Must possess technical expertise.