Banking Center Operations Specialist II

SUMMARY:

The Banking Center Operations Specialist II (BCOS II) works as part of a cross functional team to deliver outstanding service to internal and external clients by providing support to the Banking Centers and clients. This includes but is not limited to assisting with maintenance of a comprehensive set of standard operating procedures, client onboarding, client support, transaction processing, project management, vendor management, troubleshooting equipment, ordering & distributing supplies, analyzing & disseminating reports and following up on exceptions. Provides support to other Bank departments including, but not limited to Banking Centers, Customer Service Center, Treasury Management, Marketing, Loan Operations, Legal and Facilities.

The position includes time onsite at Fidelity Bank's banking centers conducting peer audits and periodic visits to either headquarter locations and banking centers to attend meetings/trainings.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

1. Provide excellent service to clients and colleagues internal and external, relative to daily transactions, general inquiries, and problem resolution, in accordance with Bank policies and procedures.
2. Pay superior attention to detail, identify potential issues and provide solutions.
3. Work closely with project implementation teams to support the expansion & transformation of Banking Centers, product development, implementation of new systems and process improvement initiatives.
4. Maintain a working knowledge of product & service offerings, e.g., consumer, business, retirement, safe deposit boxes, digital banking, online account opening, remote deposit capture, bill pay, and debit cards, as well as other Bank products, services and systems, as applicable.
5. Assist Banking Center colleagues with general and complex inquiries, daily settlement, procedural guidance, error resolution and other needs that arise.
6. Responsible for reviewing and disseminating daily, weekly and monthly reporting to the Banking Centers and following up on exceptions.
7. Review the Banking Center Cash Limit report to ensure adherence to standard operating procedures.
8. Review non-sufficient funds exceptions to ensure they are in accordance with the established policies and standard operating procedures.
9. Resolve Silverlake and POD differences.
10. Review Treasurer Checks signing to ensure authority limits are adequate.
11. Monitor and respond accurately and timely to group distribution lists
12. Review, track and report cash balancing discrepancies
13. Review and maintain quarterly audits for all Banking Centers
14. Monitor KACE service tickets and contact vendor for service, as necessary
15. Review Logicpath (daily) and ensure Banking Centers are following currency services procedures.
16. Conduct periodic peer reviews in the Banking Centers.
17. Visit Banking Centers to assist with training efforts, as needed.
18. Monitor email and fax wire exceptions and ensure documentation is appropriate.
19. Collect and monitor missing documentation via Enterprise Workflow; identify trends and offer solutions to improve effectiveness and efficiency.
20. Review and resolve ChexSystems exceptions.
21. Updates deposit interest rates on the intranet, as necessary.
22. Collaborate with peers, Banking Center Operations Administrator and other Banking Center officers to create the Banking Center updates.
23. Prepare procedural updates in the Knowledge Vault.
24. Develop new procedures in collaboration with peers and subject matter experts across all business lines.
25. Complete user access requests and modification for new hires and transferred employees to ensure staff has appropriate access rights to complete daily tasks.
26. Effectively manage and navigate multiple software applications used to support daily operations.
27. Adherence to all regulatory, legal and bank policies relating to Banking Center Operations.
28. Complete annual training requirements.
29. Other duties as assigned.

QUALIFICATIONS:

• Minimum two years customer service experience in financial services, preferably in retail banking.
• Prior customer relationship building experience
• All required trainings to support successful fulfillment of all job responsibilities.
• Demonstrable file management acumen
• Proficient with Microsoft Office Suite including Excel and Word.

EDUCATION:

• Associate's degree or equivalent work experience in the financial services industry. Bachelor's degree strongly preferred
• Nacha Accredited Payments Risk Professional (APRP), Nacha Accredited Automated Clearinghouse Professional (AAP) or National Check Professional (NCP) designation preferred
• The Clearing House Payment Foundation Certificate required or equivalent from a national or regional payments association.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to multi-task in a fast-paced environment
• Excellent written and verbal communication skills, including ability to draft accurate and clear business communications such as newsletter articles, policy and procedure recommendations, internal and external emails and letters.
• Knowledgeable of regulatory, legal and bank policy and procedures related to banking centers and banking operations.
• Knowledgeable of the Bank's product & service offerings including consumer products & services, business products & services, retirement products & services, safe deposit boxes, digital banking, online account opening, remote deposit capture, BillPay, and debit cards, as well as other Bank products, services and systems, as applicable.
• Ability to successfully navigate systems used in Banking Services Operations.
• Must have cyber security awareness to protect the digital environment, the Bank, and customers

COMPETENCIES:

• Problem solving
• Relationship building skills
• Critical thinking skills
• Courage
• Technology savviness/digital enthusiast
• Adaptability and flexibility
• Learning agility
• Superior client service

WORKING RELATIONSHIPS/CONTACTS: Bank staff throughout the organization; existing and potential clients of the Bank; existing and potential vendors of the Bank.

PHYSICAL DEMANDS: Frequent standing and moving throughout work locations. There is a large amount of repetitive movement of fingers and hands in order to complete forms, type and use the computer terminals. Must be able to relay information to and from clients and other colleagues verbally and in writing. Ability to obtain information from computer monitor to process transactions. Must be at work, ready to work, within assigned time schedule.

WORKING CONDITIONS:

Internal -- work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. The length of the day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External -- Some travel to banking center locations will be required; this may include some overnight travel, not to exceed 5%. Environmental conditions are regular office and banking center locations of the Bank.

Typical work week requires the ability to work a minimum of eight (8) hours per day and provide 40 hours of coverage each week to meet business needs, including scheduled Saturday shifts. Operating hours are subject to change and flexibility with scheduling is necessary to meet customer needs, deadlines and general staff support. Additional hours above 40 hours may be necessary at times.