Job Description
Location: Corporate Office, 562 Park Street, Jacksonville, FL 32204
Status: Full-time (approximately 40 hours per week)
Major Duties and Responsibilities
- Assists associates and members with questions pertaining to deposit related products and services.
- Delivers superior member service by promptly answering incoming calls, responding to member inquiries in a prompt and educated manner and proactively seeking solutions to common member needs.
- Provides members with information and direction regarding their account status, requests, rights and obligation associated with the account.
- Demonstrates strong problem resolution skills including handling upset members.
- Resolves problems that are within authority to resolve.
- Refers problems that are beyond authority to their supervisor, along with recommendations.
- Assists in processing digital banking ACH and mobile check deposits as defined/required.
- Provide backup/assistance with monthly reporting on digital KPIs.
- Serve as backup with vendor ticketing system to ensure requests and follow-up work are done in a timely manner.
Processing of Daily Tasks
- Process courtesy pay special requests.
- Create EFT records, Branch requests for Check copy or research requests, Stop payment/ACH Requests and Unauthorized ACH forms. Performs research to resolve Problem Resolutions assigned to yourself or the department.
- Accurately post corrections, adjustments, and mail to member’s accounts.
- Process Mortgage Payments by the designated time each day.
- Quarterly updating the Billpay Scrub List.
Documentation/Reporting
- Monitors reports and correspondence via various systems. Prepares and maintains requested daily, monthly, quarterly, and yearly reporting. Keeps up to date information on the Resource Center regarding Deposit Operations subject matter for associates use and knowledge.
- Processing and posting of all incoming and outgoing wires for members of the credit union in Symitar and FedLine.
- Reviews assigned daily deposit operations reports, such as Address Report, Dormant Account Activity, Deceased Tracking and other reports as assigned.
- Sorts incoming mail and posts incoming mail payments.
- Process returned mail in appropriate systems to record bad addresses; Includes using other systems and contacting member to resolve bad address issues.
- Process daily address change letter files to ensure address change notices generate properly.
Other Duties as Assigned
- All other projects related to Deposit Operations assigned individually each year.
- Attend weekly/monthly staff meetings, completion of annual Individual Learning Plan (ILP) and required training within the prescribed time.
Knowledge and Skills
Two to Five years of similar or related experience, including time spent in deposit operations or related experience in a Financial Services environment.
Education/Certifications/Licenses
A high school education or GED.
Interpersonal Skills
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Demonstrated ability to build strong business relationships is crucial. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary. Ability to continually nurture and grow solid partnerships (internally and externally). Work may involve motivating or influencing others. Primary responsibility to train co-workers and new associates on the Deposit Operations products and services utilized by the credit union. Strong written, verbal and listening communications skills are required.
Other Skills
Use of sound judgment, decision making, and employing solid research/ problem resolution techniques. Strong organizational abilities and attention to detail. Must possess intermediate level MS Excel skills to include pivot tables and formulas. Demonstrated ability to prepare written communications to include: emails, memos, business letters, and related correspondence to external/internal parties.
ADA Requirements
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Working Conditions
The noise level in the work environment is usually moderate.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Acknowledgment
Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.
We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.
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