Essential Duties and Responsibilities

• Acts as a first-line resource for problem solving regarding all operational issues.

• Receives and handles inquiries from both employees from throughout the enterprise and customers, resolving problems, ensuring supervisor agrees with non-routine resolutions.

• Assists supervisor with the delegation of workload duties of other associates to help ensure the work flow is processed timely and efficiently; examines work in progress to ensure accuracy and timeliness and communicates any issues to the supervisor; recommends changes or alternate ways in processing methods to improve operating efficiency and service levels. 

• Performs special projects, as assigned.

• Interfaces between the supervisor and associates as the designated subject matter expert (SME) for the unit; and this position would have mastery level knowledge on most job processes within the operational unit.

• Responsible for providing back up to other Credit Card Specialists and Credit Card Accountant as requested by the supervisor.

• Inputs basic data/customer information in the core or appropriate system and verifies for accuracy to comply

• with departmental procedures and regulations.

• Monitor and investigate account and transaction activity for fraud or disputes.

• Review reports related to fraud prevention programs and services.

• Review multiple system maintenance reports to meet compliance requirements

• Responsible for wire transmissions and drawdown requests

• Manage returned payments, exception items and unposted items.

• Provides support and training to both internal and external customers.

• Receives, verifies, processes, and distributes incoming transfers according to established procedures.

• Reconcile general ledger applications and keys invoices into the appropriate systems

• Performs new account and file maintenance verification.

• Maintains detailed records on all work responsibilities as required.

• Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.

• Performs other duties and responsibilities as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Skills

• Ability to lead the work of other associates.

• Ability to perform tasks quickly and accurately.

• Ability to operate in a team environment to accomplish shared goals.

• Ability to solve practical problems and interpret a variety of instruction provided in written and/or oral form.

• Ability to read and interpret documents such as procedures manuals, general business correspondence and/or journals or government regulations.

• Ability to write simple correspondence.

• Ability to effectively present information in one-on-one and small group situations, to customers, clients and other employees in the organization.

• Ability to maintain effective interpersonal relationships with management and team members.

• Ability to function in a multi-task team environment, strong organizational and time management and verbal and written communication skills

Education and/or Experience

• Some college/university experience or an Associate degree preferred, and

• Three plus years of related experience required; banking operations and/or customer service experience preferred. 

Computer Skills 

• MS Office programs

Other Qualifications (including physical requirements)

• Knowledge of related state and federal banking compliance regulations, and other Bank operational policies.

• Excellent understanding of the front-to-back process workflow and the impact of the function’s activities on the downstream process.

• Proficiency of the Navigator system and electronic communications. 

Other

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Activities, duties and responsibilities may change at any time with or without notice.    

Skills Training:

• Communication, Customer Service, Bank Products and Services, Sales, Telephone