Central Operations Service Representative II-III

Summary: Central Operations Service Representative III:

The Central Operations Service Representative III is responsible for regularly supporting all areas of the Central Operations department. Has the ability to perform all jobs in the Central Operations department. Supports the manager to write detailed procedures ensuring procedures follow all applicable rules and/or regulations. Works on special projects as assigned by the Central Operations Manager and promotes superior client relations to both internal and external clients.

Ensures compliance with all Bank policies and procedures, as well as all applicable state and federal banking rules and/or regulations.

Summary: Central Operations Service Representative II:

The Central Operations Service Representative II is responsible for supporting the Central Operations Department in ensuring the smooth operation of the department by performing a variety of Central Operation duties.

Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Qualifications: Central Operations Service Representative III:

• High school diploma or equivalent required
• Minimum 5 years of Central Operations experience in a bank or credit union
• Requires proficiency with Microsoft Office Suite including Word, Excel and Outlook and proficiency using 10 keys
• Ability to maintain regular attendance and work scheduled hours

Qualifications: Central Operations Service Representative II:

• High school diploma or equivalent required
• Minimum 3-5 years of Bank Operations experience in a bank or credit union
• Intermediate proficiency with Microsoft Office Suite including Word, Excel and Outlook, and 10 keys required
• Ability to maintain regular attendance and work scheduled hours

Essential Duties: Central Operations Service Representative III

• Reinforces the application of superior client service through their own example along with appropriate follow through with involved clients and employees
• Acts as an escalation point
• Communicates frequently with other departments and branch employees to resolve issues
• Identifies problem areas within procedures, processes, or individual workloads and reporting to Central Operations Manager.
• May process Regulation E claims, merchant disputes, collection items, order cash and debit cards, ATM Balancing, return mail, chargebacks, department certifications, CDARS, mobile deposit, wire transfer, NSF, non-post, stop payments, balance and review remote deposits, process check and ACH returns. Provide assistance for consumer and commercial online banking. Complete due diligence on inactive accounts and meet the State of California deadlines for dormant accounts
• May be the central point of contact for all legal processes received. Responsible for processing all legal actions, including Levies and Subpoenas, responding by deadline, and working with legal counsel if needed
• Possess the ability to perform all technical operational areas including but not limited to: ACH receiving and origination; incoming and outgoing wire transfers, and remote deposit capture
• Responsible for writing new operational procedures for the department
• Provide training within the department as needed
• Responds to inquiries or refers inquiries to the appropriate department or person and demonstrates the necessary follow through with clients and/or staff involved to ensure proper resolution
• Responsible for special projects as assigned; gathers data and prepares reports for Management, audits, and other personnel
• Assumes responsibility for various department functions as a primary backup in the absence of staff members or in overload situations or staff absences
• Responds to various moderately complex operational issues for internal and/or external customers
• Ensure that a professional image of the Bank is maintained both internally and externally
• Assist employees, clients, and vendors, by answering questions related to accounts, procedures, and services. Provide support for clients via the phone
• Assure attention to detail in all job functions to minimize risk
• May processes online account opening submissions, reviewing risk levels, coordinating with management and internal departments such as BSA and Compliance to decision onboarding
• Various call back duties, including file maintenance review
• Requires flexibility of schedule to accommodate the business need
• Perform routine clerical duties such as photocopying, filing, posting, and tabulating
• May processes online account opening submissions, reviewing risk levels, coordinating with management and internal departments such as BSA and Compliance to decision onboarding
• Prioritize, multi-task, and work effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions
• Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action
• Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the bank through outside activities
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Essential Duties: Central Operations Service Representative II:

• Responds to various moderately complex operational issues for internal and/or external customers
• May act as an escalation point
• Communicates frequently with other departments and branch employees to resolve issues
• May assist in identifying operational improvements
• Provide excellent client service to both internal and external clients
• Ensure that a professional image of the Bank is maintained both internally and externally
• Assist employees, clients, and vendors, by answering questions related to accounts, procedures, and services. Provide support for clients via the phone
• Assure attention to detail in all job functions to minimize risk
• Provide training within the department as needed
• May process Regulation E claims, merchant disputes, collection items, order cash and debit cards, ATM Balancing, return mail, legal process, chargebacks, department certifications, CDARS, mobile deposit, wire transfer, NSF, non-post, stop payments, balance and review remote deposits, process check and ACH returns. Provide assistance for consumer and commercial online banking Complete due diligence on inactive accounts and meet deadlines for dormant accounts
• May processes online account opening submissions, reviewing risk levels, coordinating with management and internal departments such as BSA and Compliance to decision onboarding
• Various call back duties, including file maintenance review
• Requires flexibility of schedule to accommodate the business need
• Perform routine clerical duties such as photocopying, filing, posting, and tabulating
• Prioritize, multi-task, and work effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions
• Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action
• Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the bank through outside activities
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Supervisory Responsibilities (Both): These roles have no supervisory responsibilities.

Physical/Mental Demands & Work Environment (Both):

The incumbent in the course of performing this position frequently spends time writing, typing, speaking, listening, operating basic business equipment, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, walking, standing, reading documents or instruments, detailed work, problem solving, client contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. The incumbent for this position will occasionally lift up to 15 pounds, pull, squat, kneel and reach. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The work environment is typically quiet to a moderate noise level.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management reserves the right to change this position description at any time.

Requirements

See qualifications above.

Poppy Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

For San Francisco Postings, review Fair Chance Ordinance.

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