About this role
Position Summary
The Operations Support Specialist is responsible for supporting the day-to-day operations of consumer and commercial client accounts while ensuring accuracy, and compliance with bank policies and regulatory requirements. This position serves as a liaison between Retail, Treasury Management, Commercial Account Services, Relationship Managers & Associates, and internal departments to resolve account-related inquiries, perform account maintenance, and support operational processes. Responsibilities may include account research, exceptions processing, maintenance requests, and monitoring operational reports. Deposit Operations functions commonly include account maintenance, stop payments, dormant accounts, and operational servicing activities.
Essential Duties & Responsibilities
- Serve as a primary point of contact for operational inquiries and requests.
- Respond to service requests received from Retail, Relationship managers, and internal departments.
- Research and resolve customer account issues in a timely manner.
- Assist with deposit account support, maintenance requests, and general operational inquiries.
- Coordinate with Treasury Management, Commercial Account Services, Retail Banking, and internal departments to resolve complex issues.
Maintenance & Operational Processing
- Process and review maintenance, including address changes, signer changes, account restrictions, stop payments, debit cards and other account updates.
- Review supporting documentation for completeness and accuracy prior to processing.
- Perform customer and account maintenance within core banking and ancillary systems.
- Monitor maintenance reports and verify authorized changes are processed accurately. it Operations Support personnel commonly review maintenance reports to ensure changes are properly supported and authorized.
- Maintain records and supporting documentation in accordance with bank policies and procedures.
Supervisory Responsibility
This position has no supervisory responsibilities.
Job Type
This is a full-time, non-exempt position. Typical work hours are Monday through Friday, 8:00am to 5:00pm.
Travel
Some travel is expected for this position.
Work Environment
This job operates in a professional office environment. This position uses office equipment such as computers, phones, copy machines, calculators, filing cabinets and printers.
Physical Demands
This position will be responsible for writing, typing, speaking, listening, driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.
Mental Demands
The incumbent in this position must be able to accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.
Education, Experience & other Qualifications
- High school diploma or equivalent required; completion of college-level coursework preferred or related banking operations experience.
- Minimum 2 years of banking, deposit operations, branch operations, back-office operations, or financial services experience preferred.
- Experience with FIS IBS Insight or similar core banking platforms, customer account systems, transaction processing platforms, or case/ticketing systems preferred.
- Successful completion of required cross-training and demonstrated proficiency in assigned functional queues.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Working knowledge of Microsoft Office products, including Excel, Word, and Outlook.
- Understanding of banking regulations and operational risk controls.
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