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Responsible for General Bank Operations as needed supporting customer relationships through providing a consistent level of exceptional service.
NATURE AND SCOPE OF JOB
This is a single incumbent position performing multiple tasks, reporting directly to the VP of Operations. As a part of a team, the Operations Assistant is a resource for both internal and external customers. While supporting customer care, he/she engages and presents solutions to satisfy and complete needs of each customer or fellow employee while ensuring compliance with regulations and audit standards as they relate to job responsibilities. He/she follows through with customer issues and refers when appropriate.
SPECIFIC RESPONSIBILITIES AND DUTIES
1. WIRE Transfers
a. Responsible for wire transfer transactions. Maintains customer
Phone/Fax authorization documentation to assure all information is
current and up to date.
b. Maintains knowledge of current wire fraud trends.
c. Responsible to entering outgoing wire transfer information into the
system. Visits with customer as well as other bank staff, obtaining the
required information for wire transfers. Takes appropriate steps to
ensure compliance as well as safeguarding of customer and the bank
from possible wire fraud.
2. GENERAL Operations Support
a. Processes overdraft exception items. Is responsible for making pay or
return decisions based on bank policy. Ensures items are processed in a
timely manner. Performs research that may involve contacting
customers, merchants, or other financial institutions.
b. Is one of the contact points for general customer inquiries. Resolves
problems and/or refers customers to other operations department staff
as needed. Maintains a consistent, professional level of service while
problem solving and customer profiling to identify needs, improving
c. Responsible for processing check claims of double posting, fraud, wrong
amount, encoding errors, etc. Ensures compliance with regulations as
well as timely and accurate claims. Is familiar with processing
requirements. Credits or debits customers’ accounts as needed and
keeps in contact with customers regarding the status of their dispute.
d. Proactively protects Valley Bank and its customers from counterfeit and
fraudulent activity by staying current on fraud warnings and initiating
discussion with customers regarding specific transactions to prevent
potential loss to customers and or Valley Bank.
a. Reviews daily reports and performs account maintenance to assure
compliance with Regulation D.
b. Processes chargeback notices and other notices that may apply.
Contacts customers as necessary. Is familiar with Regulations and
c. Reviews reports and/or documents for accuracy and compliance as
4. ADDITIONAL RESPONSIBILITIES
a. Prepares monthly remittance report for IOLTA accounts.
b. Identifies personal interests and opportunities to make a positive
difference for someone else and gives back to the community by
participating in at least four Community Service activities each year.
c. May perform backup duties as required.
d. Must complete assigned online training courses and achieve a passing
score by due dates. Comply with applicable laws and regulations,
including but not limited to, the Bank Secrecy Act, the Patriot Act, and
the Office of Foreign Assets Control.
DESIRED MINIMUM QUALIFICATIONS
1. Education and Experience:
a. High School diploma or equivalent.
b. College level Business coursework
c. 2 years general banking experience.
2. Necessary Knowledge, Skills and Abilities:
a. Must have the ability to work under pressure.
b. Must be able to work quickly and accurately.
c. Ability to understand and follow written and oral instructions.
d. Ability to communicate effectively verbally and in writing.
e. Ability to balance multiple diverse tasks and priorities.
f. Ability to establish and maintain effective working relationships with
employees, other departments and the public.
g. General knowledge of accounting practices.
h. Ability to solve problems and make decisions.
i. Ability to handle deadlines.
j. Knowledge of banking regulations.
k. Skill in operating listed tools and equipment.
TOOLS AND EQUIPMENT USED
PHYSICAL DEMANDS (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 may be made to enable individuals with disabilities to perform the essential functions.)
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
WORK ENVIRONMENT (The work environment characteristics described here are
representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
MENTAL and/or EMOTIONAL DEMANDS (The mental/emotional demands described here are representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry our various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.
Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time
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