Hope Enterprise Corporation
Deposit Operations Specialist
Hope Enterprise Corporation, Memphis, Tennessee, United States, 38103
Deposit Operations Specialist
The Deposit Operations Specialist is responsible for providing critical back-office support to ensure smooth and efficient deposit operations across the organization. They are responsible for processing back-office transactions and providing research support across all HOPE branch locations, ensuring accuracy and confidentiality in handling sensitive situations. Specialists will be assigned to focus on one of three areas: Account Management, Card Services, or Payments. This role involves ensuring compliance with organizational policies and regulatory requirements, resolving operational issues, and collaborating with cross-functional teams to provide excellent service to members and internal stakeholders. All Deposit Operations Specialists will be responsible for the following: Provide excellent member service in all interactions with members and vendors Comply with all regulatory compliance requirements Participate in cross-training initiatives to gain knowledge of all specialization areas, providing support to other teams as needed to ensure operational continuity during high-demand periods or staff absences Essential functions for specialized areas are as follows: Account Management: Process ticketing requests, ensuring a response within the 24-hour SLA Handle certificate maturity and renewal notices and other account-related updates Perform IRA account and document maintenance Process remote deposit capture items Conduct routine audits of ECM Payment reports Research fraud alerts and provide recommendations for resolution Compliance and Reporting: Manage charge-off process from initial report generation to completion ensuring collaboration with the Collections Department Conduct routine reconciliations of core processing system with external vendors Comply with all regulatory compliance requirements Member Support: Assist with member disputes Quality Control and Risk Management: Review new account files and online membership applications to ensure compliance and accuracy Review and verify transactions, such as share drafts to maintain high accuracy and compliance Ensure dual control approval processes are followed for key transactions to minimize errors and fraud Conduct daily review of check deposits and holds, report any findings to relevant stakeholders, like Branch Managers or Compliance Card Services: Debit/Credit Card Management: Address retail tickets related to travel alerts, card limits, PIN issues, and special handling, ensuring a response within the 24-hour SLA Process email requests for PIN resets, travel notices, and authorization inquiries using vendor website access Analyze and make recommendations regarding internal debit/credit card limits for online and offline transactions Monitor plastic card inventories via vendor websites to ensure sufficient supplies are on hand Ensure dual control approval processes are followed returned card logs Card Production and Special Requests: Process VISA Credit Card production requests, ensuring dual control segregation of duties for credit card loans Handle special/expedited card requests by pulling email requests, reviewing cardholder information, and submitting them to the card processing vendor with special handling instructions. Track the status of these cards to ensure accuracy Claims, Reporting, and Fraud Monitoring: Process and respond to member claims of fraudulent or unauthorized activity Conduct thorough research and investigation of disputes within the Regulation E timeframe Follow up to close each claim, composing correspondence, and contacting members via phone, email, or mail as applicable Prepare and submit claims to the designated insurance company for the recovery of fraudulent transactions Prepare and submit required quarterly and annual reports to card services vendors and partners Review daily core processing system-generated reports for card order exceptions and notify branch staff via email for corrections Monitor fraud-related emails, noting and blocking cardholder accounts as appropriate Manage VISA CAMS Alert emails, monitor for possible compromised card lists, and follow procedures to block and issue new card numbers with member notification Daily report review Vendor Communication and Coordination: Communicate with the card transaction processing vendor regarding fraudulent transactions, chargebacks, and requests for documents or photos Serve as the liaison between internal teams and external vendors, managing new machine and/or software installations Monitor vendor websites for ATM machine malfunctions or vandalism and coordinate service or repair with the machine vendor and branch staff Payments: Transaction Processing: Process ticketing requests, ensuring a response within the 24-hour SLA Process various types of transactions, including ACH files, share drafts, wires, mobile deposits, and loan payments Process both incoming and outgoing wire transfers and ACH transactions Manage consumer and business account transactions, including exceptions and fraud alerts Monitor FRB
FedWire for incoming wire messages and manage incoming and outgoing wire requests through CT tickets Prepare and submit the ACH Online Account Funding file Currency Orders: Manage currency orders to ensure adequate cash flow and availability for branches, maintaining an efficient operation SEG/HAN Payroll Posting: Ensure that payroll is processed accurately, timely, and in compliance with all regulatory requirements Quality and Risk Management: Review and verify transactions, such as ACH exceptions, to maintain high accuracy and compliance Provide timely dual control approval in FedLine for uploaded ACH files and outgoing wire approvals Accountability for Business Results: Ensure accuracy of work products Accurate member transactions Accurate and timely member account research Specified Authority Level: Access to member account information Authority to conduct transactions as requested by member on their accounts Access to vault with one member of management present Access to card services portals (Card Services) Authority to open and close member accounts (Account Management) Competencies/Skills: Accountability
Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization. Attention to Detail
Taking responsibility for a thorough and detailed method of working. Customer Focus
Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service. Oral Communication
Shaping and expressing ideas and information in an effective manner. Organizational Awareness
Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization. Results Orientation
Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance. Written Communication
Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology that is understandable for the reader. Desired Qualifications: High school diploma or GED required Bachelor's degree in business or related area preferred 2+ years of experience in related back-office functions preferred Experience in banking/credit union back-office functions
The Deposit Operations Specialist is responsible for providing critical back-office support to ensure smooth and efficient deposit operations across the organization. They are responsible for processing back-office transactions and providing research support across all HOPE branch locations, ensuring accuracy and confidentiality in handling sensitive situations. Specialists will be assigned to focus on one of three areas: Account Management, Card Services, or Payments. This role involves ensuring compliance with organizational policies and regulatory requirements, resolving operational issues, and collaborating with cross-functional teams to provide excellent service to members and internal stakeholders. All Deposit Operations Specialists will be responsible for the following: Provide excellent member service in all interactions with members and vendors Comply with all regulatory compliance requirements Participate in cross-training initiatives to gain knowledge of all specialization areas, providing support to other teams as needed to ensure operational continuity during high-demand periods or staff absences Essential functions for specialized areas are as follows: Account Management: Process ticketing requests, ensuring a response within the 24-hour SLA Handle certificate maturity and renewal notices and other account-related updates Perform IRA account and document maintenance Process remote deposit capture items Conduct routine audits of ECM Payment reports Research fraud alerts and provide recommendations for resolution Compliance and Reporting: Manage charge-off process from initial report generation to completion ensuring collaboration with the Collections Department Conduct routine reconciliations of core processing system with external vendors Comply with all regulatory compliance requirements Member Support: Assist with member disputes Quality Control and Risk Management: Review new account files and online membership applications to ensure compliance and accuracy Review and verify transactions, such as share drafts to maintain high accuracy and compliance Ensure dual control approval processes are followed for key transactions to minimize errors and fraud Conduct daily review of check deposits and holds, report any findings to relevant stakeholders, like Branch Managers or Compliance Card Services: Debit/Credit Card Management: Address retail tickets related to travel alerts, card limits, PIN issues, and special handling, ensuring a response within the 24-hour SLA Process email requests for PIN resets, travel notices, and authorization inquiries using vendor website access Analyze and make recommendations regarding internal debit/credit card limits for online and offline transactions Monitor plastic card inventories via vendor websites to ensure sufficient supplies are on hand Ensure dual control approval processes are followed returned card logs Card Production and Special Requests: Process VISA Credit Card production requests, ensuring dual control segregation of duties for credit card loans Handle special/expedited card requests by pulling email requests, reviewing cardholder information, and submitting them to the card processing vendor with special handling instructions. Track the status of these cards to ensure accuracy Claims, Reporting, and Fraud Monitoring: Process and respond to member claims of fraudulent or unauthorized activity Conduct thorough research and investigation of disputes within the Regulation E timeframe Follow up to close each claim, composing correspondence, and contacting members via phone, email, or mail as applicable Prepare and submit claims to the designated insurance company for the recovery of fraudulent transactions Prepare and submit required quarterly and annual reports to card services vendors and partners Review daily core processing system-generated reports for card order exceptions and notify branch staff via email for corrections Monitor fraud-related emails, noting and blocking cardholder accounts as appropriate Manage VISA CAMS Alert emails, monitor for possible compromised card lists, and follow procedures to block and issue new card numbers with member notification Daily report review Vendor Communication and Coordination: Communicate with the card transaction processing vendor regarding fraudulent transactions, chargebacks, and requests for documents or photos Serve as the liaison between internal teams and external vendors, managing new machine and/or software installations Monitor vendor websites for ATM machine malfunctions or vandalism and coordinate service or repair with the machine vendor and branch staff Payments: Transaction Processing: Process ticketing requests, ensuring a response within the 24-hour SLA Process various types of transactions, including ACH files, share drafts, wires, mobile deposits, and loan payments Process both incoming and outgoing wire transfers and ACH transactions Manage consumer and business account transactions, including exceptions and fraud alerts Monitor FRB
FedWire for incoming wire messages and manage incoming and outgoing wire requests through CT tickets Prepare and submit the ACH Online Account Funding file Currency Orders: Manage currency orders to ensure adequate cash flow and availability for branches, maintaining an efficient operation SEG/HAN Payroll Posting: Ensure that payroll is processed accurately, timely, and in compliance with all regulatory requirements Quality and Risk Management: Review and verify transactions, such as ACH exceptions, to maintain high accuracy and compliance Provide timely dual control approval in FedLine for uploaded ACH files and outgoing wire approvals Accountability for Business Results: Ensure accuracy of work products Accurate member transactions Accurate and timely member account research Specified Authority Level: Access to member account information Authority to conduct transactions as requested by member on their accounts Access to vault with one member of management present Access to card services portals (Card Services) Authority to open and close member accounts (Account Management) Competencies/Skills: Accountability
Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization. Attention to Detail
Taking responsibility for a thorough and detailed method of working. Customer Focus
Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service. Oral Communication
Shaping and expressing ideas and information in an effective manner. Organizational Awareness
Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization. Results Orientation
Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance. Written Communication
Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology that is understandable for the reader. Desired Qualifications: High school diploma or GED required Bachelor's degree in business or related area preferred 2+ years of experience in related back-office functions preferred Experience in banking/credit union back-office functions