Deposit Operations Coordinator II

Title:  Deposit Operations Coordinator II                               Salary Grade:  
FLSA Status: Non-exempt                                                    Employment Status:  Full Time
Department: Deposit Operations                                          Location:  Operations Center/Hybrid Eligible
Reports To:  AVP Operations Manager
Date Prepared: July 25, 2023                                               Human Resources Review: July 19, 2024
Reviewed/updated: July 17, 2024
 
 
SUMMARY
Under the supervision of the AVP Operations Manager, the Deposit Operations Coordinator II is responsible for a wide variety of customer service tasks and performs daily duties and responsibilities related to Deposit Operations, including but not limited to exceptions processing, new account and quality control review, IRA maintenance, wire transfer processing, and ACH disputes and returns.  The Deposit Operations Coordinator II answers internal and external customer inquiries that range from basic to more complex account research, and digital product assistance. Acts as a resource and subject matter expert for other team members in the Operations Department, customers, and other departments. Additionally, this position embraces the established sales and service culture to maximize their contribution to the Bank’s goals while keeping compliance practices in the forefront.
 
After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with an agreed upon number of days per-month on site.

• Consistent availability is expected during core business hours. Work outside of regular business hours requires approval on an as needed basis to meet deadlines and fulfil the needs of both internal and external customers.

 
 
ESSENTIAL DUTIES and RESPONSIBILITIES:
                                                                                                    
In the performance of respective tasks and duties, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers, and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

• Responsible for all facets of Deposit Operations including but not limited to exceptions processing, new account and quality control review, IRA maintenance, wire transfer processing, and ACH disputes and returns.
• Also assists with digital and electronic banking support related to online banking, debit cards, bill pay, Zelle, and mobile wallet.
• Responds to incoming calls and requests from internal and external customers, acting as a subject matter expert regarding all Deposit Operations matters and digital product assistance, providing timely resolution.
• Following retention guidelines, ensure all documents associated with daily tasks are scanned and archived into the cold storage system, overseeing the integrity, quality, and location of the documents.
• Discovers customer needs through conversations, questions, and review of their accounts, and promotes and recommends Bank products and services based on their needs.
• Assist internal, external, and regulatory auditors with the collection of requested materials as assigned with their respective engagements.

General:

• Provides training and guidance to others in the department on new and existing processes.

• Effectively use tools and systems to be able to self-manage, organize, and complete work independently, proactively recognizing potential obstacles resolving them before they become an issue, managing to deadlines, creating action plans when not on track, enabling job functions to happen with minimal oversite and meeting conditions of satisfaction. 
• Use discretion in dealing with large amounts of sensitive, confidential information, while adhering to all Bank policies and procedures.
• Adhere to all company policies, consistently demonstrating our core values and service standards.
• Regular and consistent attendance is required to ensure the high standard of customer service.

• In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.

• Other duties as assigned, performing similar or related work as directed, required, or as situation dictates.

 
 LEVEL OF RESPONSIBILITY:

• Work is a mix of routine and non-routine responsibilities that are completed under general supervision and relies on prior directly related experience and specific bank policies.

This position interacts independently with other employees and customers, to investigate and resolve more complex banking issues.
 
EQUIPMENT REQUIRED:

 

• Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems.

 
HYBRID/REMOTE ENVIRONMENT:
 

• Your physical remote location must provide a dedicated workspace that is free from distraction and provides adequate light to be regularly visible on video calls.
• You must have access to a reliable internet connection with adequate bandwidth to join Teams and other video calls.

 
SKILLS REQUIRED:
 

• High School diploma or equivalent with banking courses and/or related banking or finance experience typically with 2+ years in an Operations environment, with solid knowledge of retail banking and digital banking operations, procedures, and related data-processing concepts.
• Relevant banking or finance experience preferably in an Operations environment, with solid knowledge of retail banking and digital banking operations, procedures, and related data-processing concepts.
• Knowledge of Data processing systems required – COCC preferred.
• Proficient in Microsoft 365 Suite products including, but not limited to Excel, Word, Outlook, Teams, and Sharepoint.
• Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment.

 
 
COMPETENCIES:
 

• Excellent communication skills (written & verbal) and responsive approach to communication with internal and external stakeholders
• Relationship Builder - Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy, and goals.
  • Ability to interact on a professional level
  • Outstanding customer service skills (in person, over the phone or video conference)
• Ability to thrive within a fast-paced work environment and prioritize and track many simultaneously competing tasks and responsibilities.
• Strong critical thinking and problem-solving skills with the ability to navigate complex situations to find efficient, effective, and timely solutions.
  • Detailed, organized and professional
  • Creative & resourceful
• Strong ability to leverage technology solutions to solve problems and meet ever changing business requirements.
• Drive for continuous improvement and willingness to speak up to identify inefficient processes and propose effective solutions.

 
 
LANGUAGE/COGNITIVE SKILLS: 
 
The person in this position frequently communicates with all departments and customers, about banking products, services, bank accounts & transactions, and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports, and business correspondence, (Main Street Bank’s standard language is English). As well as the ability to:
 

• Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors, and other employees.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Read, analyze, and interpret a variety of documents such as customer communications, system generated reports and Bank policies and procedures.

 
 
WORKING CONDITIONS AND PHYSICAL EFFORT:  The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is required to:
 
Physical Demands/Efforts

• Occasionally lift and/or move up to 25 pounds, (i.e., files/boxes of files)
• Regularly required to remain in a stationary position, greater than 75% of the time
• Occasionally required to stoop and bend.

   
 
Mental & Visual Demands

• Consistently operate a computer for extended periods of time
• Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• Regular use of office productivity machinery (i.e., a calculator, copy machine, fax machine, computer printer).

 
Work Environment and Hazards

• Occasionally move throughout the inside the department/Bank to access resources and individuals.
• Occasional local travel for bank purposes and/or on behalf of the bank (i.e., training, community events).
• The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
• When on site it is a general office environment where the noise level is moderate.

The completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank.

Massachusetts Law - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees, applicants, or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5) seeking, receiving or maintaining genetic information for any non-medical purpose.

 

Main Street Bank is an Equal Opportunity Employer, we are committed to recruiting, hiring, training, and promoting persons without regard to race, color, religion, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, military service, genetic information, and gender identity.