_{21st July, 2022}

Basic Function
The position is responsible for conducting the day to day support of the Exception Item Processing department. Key responsibilities include the following: processing exception reports including Non-post, Stop Suspect and Special Referral reports. Additional responsibilities include processing all Change of Address (COA) requests for bank clients. Colleagues will utilize various banking systems to perform and complete daily assignments. Position also entails exercising judgment and making decisions that impact client accounts and operations. Colleague will represent the department to both internal and external clients in response to inquiries and requests related to the aforementioned activities.
 
Responsibilities:

-Responsible for creating and processing the following exception reports: Non-post, Special Referral and Stop Suspect report within industry policies, guidelines and regulatory requirements.
-Communicate with internal and external clients on recorded phone lines to verify payment decisions.
-Responsible for processing all Change of Address request received from the following sources: Incoming request from Call Center, ASAP request submitted by account officers and completed forms received directly from clients. Colleague will contact the client as necessary to confirm the COA request prior to processing.
-Provide a high level of customer service to both internal and external clients by providing accurate and concise information. Make wise informed decisions within the guidelines of bank policy, department procedures and check requirements for negotiability.
-Provide feedback and update supervisor regarding trends observed while working queues or reviewing reports. --Ability to complete assigned duties timely and efficiently with minimal supervision.
 
Skills:
-Minimum 1 years of branch or back office banking experience.
-General Skills and Knowledge of Banking Operations Positions
-Must be able to work in an accurate and effective manner in a fast-paced deadline-oriented environment.
-Exercise good judgment in making decisions that impact client accounts and 
operations.
-Good oral and written communication skills.
-Excellent organizational skills and detail oriented.
- Ability to multi-task while maintaining a high level of quality and efficiency.
-Capable of transitioning from one function to another with minimal effort.
- Works under limited supervision, has latitude for independent judgment.
-Overall productivity specific to quantity and quality exceeds that of peers.
-Responsible for detecting fraudulent/unauthorized activity while maintaining an error rate within department policy and completing special projects in a timely fashion.
- Should be able to effectively answer incoming questions from business partners via calls/emails to resolution.
-Requires knowledge of complex Bank products/processes and legal/regulatory requirements. Good working knowledge of IBS Insight, Vsoft, Synergy, IBS Exceptions Processing or equivalent experience.
-Strong communications skills to handle complicated or sensitive information to clients, account officers or other outside parties.
-Thorough knowledge of features of a check and characteristics of fraudulent items. Good understanding of Reg CC funds availability policies.
-Experience processing ACH transactions and knowledge of NACHA Guidelines.
-Sound knowledge of Outlook and Microsoft Office Applications.
-Experience working in a fast-paced environment that demands strong organizational, technical and interpersonal skills.


Education:
High School Diploma or GED required.

Required Skills:
BANKING OPERATIONS
BANKING SYSTEMS
MICROSOFT OFFICE
 
Additional Skills:
ORGANIZATIONAL SKILLS
EXCELLENT MULTI-TASKER
DETAIL ORIENTED
OPERATIONS
BANK OPERATIONS
CUSTOMER SERVICE
CUSTOMER SERVICE ORIENTED
EXCELLENT ORGANIZATIONAL SKILLS
ADJUSTMENTS
MICROSOFT OUTLOOK
 
***Please note, workers must be fully vaccinated to work onsite.