Operations Specialist

POSITION SUMMARY:

The Operations Specialist is responsible for providing excellent customer service to both internal and external customers regarding account issues, products and services. Assists with maintaining the image files for Retail documents to ensure proper archiving. Performs many processing and reconciling tasks on a daily basis in the most accurate and efficient way to help First Citizens maintain customer focus and financial strength.

ACCOUNTABILITIES: ***

Processing and Reconciliation: 50%

· Fedline Activity-keying or verifying the following: wire transfers, ACH Returns, Securities, Large Dollar notices

· Daily Reporting to Accounting

· Canadian Check Processing

· Shazam Daily Settlement

· Debit Card Orders and callback

· ACH Origination-process and verify files created in online banking

· Positive Pay-review and process daily file

· Billpay-process daily files

· Stop Payments-review activity and reports

· H S A Accounts-deposit processing

· Dormant Accounts-monitor activity

· Large Dollar Checks-review for fraud prevention

· Two Signature Accounts-review for fraud prevention

· Mail-sort/deliver incoming mail, process outgoing and return mail

· Monitor and process incoming items received via department inbox

· Other duties as assigned may include: Unposted, Incoming Returns, Outgoing Returns, Reconciliation of Official checks, Deceased Customer Account Review

Document Imaging 30%

· Inputs accurate index information for scanned documents in I Drive

· Manages Onbase to ensure timely movement of documents

· Performs quality control reviews of work performed. Maintains daily record of documents scanned.

· Assists users with basic questions relating to use of document imaging system

· Trains new employees in proper retrieval of scanned images when necessary

· Assists Retail/Trust Ops/Accounting/Ops with document archiving

· Operations I Drive callback

Sales and Other Duties: 20%

· Maintains customer confidence and protects bank operations by keeping information confidential.

· Provide support to both internal/external customers/researches and responds to customer inquiries.

· Cross-sells bank products by answering inquiries; informing customers of new services and product promotions; ascertaining customers’ needs; directing customers to a branch representative.

· Contributes to team effort by accomplishing related results as needed.

· Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.

· Participates in civic and community activities to generate visibility and contact for the bank.

· Attends mandatory compliance and security sessions. Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.

*** (duties are an overall listing of Operations functions; specific duties are assigned by AVP Operations Officer individually).

COMPETENCIES:

Customer Service

· Exhibits customer focus, acknowledges & listens to customer, and provides friendly, courteous, and efficient service.

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Attention to Detail/Accuracy

· Is careful, exact, and free from mistakes and errors. Adheres closely to a set of standards.

Organizing, Planning & Prioritizing Work

· Develops specific goals and plans to prioritize, organize, and accomplish work.

Documenting/Recording/Processing Information

· Enters, transcribes, records, stores or maintains information in written or electronic/magnetic form.

Verbal/Written Communication Skills

· Provides information to customers outside the organization, supervisors, co-workers, and subordinates clearly and concisely in writing, by telephone or through e-mail.

Adaptability

· Adjusts quickly to different work situations and remains composed under pressure and in stressful situations.

Problem Solving

· Analyzes information and evaluates results to choose the best solution and solve problems.

ENVIRONMENTAL CONDITIONS:

· Work is performed primarily indoors in an office setting.

· Remote work may be available upon supervisor approval.

PHYSICAL AND MENTAL DEMANDS:

· Position accountabilities are typically performed while sitting for most of the day. The physical and mental demands of this position are representative of those that must be met by an employee to successfully perform the essential position accountabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position and accountabilities. First Citizens Bank reserves the right to review each requested accommodation and determine if it poses an undue hardship.

KNOWLEDGE, SKILLS AND ABILITIES

· Greater than one year banking experience and/or Associates Degree in related area of study or combination of.

· Knowledge of Shazam Access program and its functionality.

· Knowledge of and ability to cross-sell FCB products and services to customers-such as the ability to identify customers’ needs, communicate services, explain advantages, and close sales activity.

· Skill in working with the public, presenting a professional image of the bank, and servicing prospective and current customer inquiries, requests, and complaints.

· Knowledge of current compliance related issues plus new and updated regulations.

· Skill in performing basic mathematical principles (such as addition, subtraction, multiplication, division, decimals) in account transactions.

· Proficient clerical skills, use of standard office equipment. Knowledge of the layout and functions of the computer keyboard; skill of using the touch system to perform data input.