Operations Specialist II
American Riviera Bank

Job Info

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Job Purpose:

The Operations Specialist is responsible for performing various functions in support of branch operations, including the debit card function; processing, investigating and monitoring claims, monitoring potential debit card fraud, and performing debit card maintenance, travel notices, along with a variety of other routine duties, in accordance with established procedures; provides support to customers and Bank personnel via telephone; resolves problems within given authority. Also provides coverage and relief in a variety of operational areas as needed, and supports the Retail Operations Administrator, for retail operations and central operations functions as assigned.

Exempt/Non-Exempt Criteria

The Operations Specialist is a non-exempt position. Under general direction by the VP, Retail Operations Administrator, assists in special projects and tasks for various retail operations departments; is reviewed for soundness of judgement, accuracy, meeting deadlines, and compliance.

Duties & Responsibilities:

• Answers phones to address customer service concerns as backup for the Customer Service Center.
• Assumes responsibility for various department functions in the absence of staff members or in overload situations.
• Provides coverage on debit card dispute process:
  • Processes transactions, such as provisional credits and/or debits to client accounts, tracks progress of the Reg E and chargeback claims and performs necessary steps of actions as needed. Follows up with the card provider regarding status of claims and maintains records of all documents and correspondence within the Dispute Tracking System.
  • Accurately documents claims in the Dispute Tracking System. Performs chargebacks for the recovery process. Reports losses according to established procedures.
  • Supports inquiries from the branches regarding questions, the status, and resolution of claims received. Works with customers to obtain any additional documentation needed to submit chargebacks.
• Provides customer Debit Card support and trouble-shooting including; lost or stolen cards, investigation of declined transactions, merchant holds, and blocked cards; manages temporary and long-term card limit changes according to internal procedures.
• Reviews compromised card notifications, contacts customers about potential breach of card information, establishes and maintains merchant blocks, and makes arrangements with the branches for instant-issue card replacement. Closes cards and orders replacements as needed.
• Generates, reviews and follows up on daily reports to identify and verify potential fraudulent activities. Monitors for excessive card reissuance to high risk customers.
• Enrolls customers in additional services such as, travel indicators, card notifications, and QuickSaver.
• Assists in special projects and tasks as assigned.

General:

• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

Compliance

• Comply with all bank policies and procedures and all applicable government regulations including, but not limited to Reg E, Mastercard Rules, Reg DD, staying current and knowledgeable of all policies, procedures and regulations related to the job functions and completing all assigned training on time, requesting additional training as needed to be proficient in all job responsibilities; cooperating with internal and external auditors and bank examiners by providing full cooperation and timely delivery of requested documentation and information; and reporting concerns about compliance to the Compliance Officer to enable prompt remediation.
• Comply with Bank policies and procedures relating to the Bank Secrecy Act (BSA), and Anti Money Laundering (AML) and Office of Foreign Asset Control (OFAC) guidance. Report suspicious activity to the BSA Department through a Suspicious Incident Report (SIR).
• Adhere to privacy and information security policies, and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure methods delivering client and/or confidential data by email.

Qualifications:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Up to three years of applicable experience within a financial institution, including banking information systems and/or financial services products.
• Associate’s degree (AA) or equivalent from a college or technical trade school or other related experience and/or training. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be applicable to the financial industry.
• Intermediate knowledge of related state and federal banking compliance regulations, Bank policies and procedures.
• Basic experience, knowledge and training in lending and operations activities and terminology.
• Excellent organizational and time management skills.
• Intermediate skills in operation of Bank issued computer equipment; word processing, spreadsheets, MS Office, and specialty software programs.
• Intermediate keyboarding skills to meet production needs of the position.
• Intermediate math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
• Ability to work with minimal supervision while performing duties.

Working Conditions & & Physical Requirements:

This position must be able to accommodate to reading documents, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. Must be able to work occasional evenings and weekends.

The employee will be situated in an office type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.

The employee in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), driving, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.

The employee for this position may operate any or all of the following: telephone, cell phone, copy and fax machines, adding machine (calculator), scanner and image systems, personal computer and related printers, or other equipment as directed.

The physical 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 will be made to enable individuals with disabilities to perform the essential functions.

Direct Reports:

None

This job has expired.