Summary: The Operations Support Specialist plays a critical role in supporting the Bank's operational functions by delivering exceptional service and setting a standard for excellence. This position is responsible for completing tasks outlined in the department assignments matrix, which may include reviewing reports, maintaining documentation, and processing various operational items.

The role requires proficiency in utilizing multiple systems, with a strong understanding of their functions and appropriate application. The Operations Support Specialist provides support to all Division staff members and customers, consistently demonstrating professionalism, accuracy, and a commitment to operational excellence.

Essential Duties & Responsibilities

• Uphold and model the Bank’s Mission, Vision, and Core Values by delivering timely, responsive, and exceptional service in accordance with the Bank’s customer service standards.
• Post incoming wire transfers that do not automatically post; verify beneficiary name against the account holder in Premier and communicate irregularities to Management and/or the Customer Service Team prior to posting.
• Process outgoing branch wire transfers following written procedures; confirm form accuracy and approval, input transfers in Payments Exchange, ensure adherence to cutoff times, and maintain proper records on the Bank’s network.
• Accept and process debit card applications; review for accuracy, input requests, track orders, and escalate issues related to Premier, EFT, or card vendors. Review alerts and reports, communicate findings to relevant departments, suggest system improvements to the Operations Support Manager, and provide branch system training as needed.
• Receive and manage Regulation E claims and unauthorized debit transaction requests; log, track, and escalate potential loss scenarios to the Operations Support Manager.
• Accept and process legal requests including garnishments, levies, and account liens; ensure accurate documentation, logging, and timely handling.
• Complete Federal Reserve adjustments received via ViewPointe, ensuring appropriate recording and communication.
• Manage rollover requests and disbursements for existing CDARS clients; monitor approaching maturities, place new orders, and communicate with internal teams and clients to meet system deadlines and service level agreements (SLAs).
• Open new Demand Deposit Marketplace (DDM) accounts; configure and troubleshoot both simple and complex sweep arrangements.
• Handle daily EIM (Exception Item Management) processing including Non-Post, NSF, and Stop Payments; report large return items and exceptions to Management and relevant branches.
• Track and submit IOLTA (Interest on Lawyers' Trust Accounts) interest payments.
• Review, process, and track various ACH transactions including IATs, corrections, death notices, prenotifications, returns, micro-entries, and errors.
• Monitor branch-issued cashier check reports; identify irregularities, communicate with branches, and place stop payments when needed.
• Provide superior internal and external customer service, consistently supporting the Bank’s standards of service excellence.
• Perform other duties as assigned

Required Qualifications

• High school diploma or general education degree (GED).
• 2+ years direct experience processing, entering, and verifying domestic and FX wire transfers, prefer FiServ Wire Exchange software or FRB experience, and FiServ Premier. 

Preferred Qualifications

• Strong organizational skills required; ability to meet deadlines and handle multiple tasks simultaneously
• Thorough knowledge of bank policies and procedures
• Knowledge of finance, accounting, budgeting, and cost control principles
• Knowledge of federal and state financial regulations
• Proficient computer skills with collaboration and productivity tools including Windows-based operating systems and office suites (Microsoft Word, Outlook, Excel, PowerPoint); internet; email; and bank software.
• Effective oral and written communication skills