Job Title: Call Center Specialist (Banking- retail deposits)
Location: Salt Lake City, UT 84116
Responsible for executing all monitoring activities for consumer retail deposits of Sallie Mae Bank.
Those products may include NOW (checking) accounts, savings accounts, certificates of deposit, money market accounts and any associated debit and pre-paid (stored value) cards. Serve as primary liaison and day-to-day contact with vendors supporting outsourced services. Provide servicing vendor with approval to make limited adjustments and exceptions to policy. Interface directly with Bank management to provide operational reporting and updates. Help ensure that all FDIC and state laws and regulations related to these products are followed. The incumbent must have a good understanding of FDIC-insured deposit products and experience with such products. An understanding of payment systems/settlement processes for debit and prepaid cards is needed. Knowledge of deposit and card operations is required in order to successfully act as a liaison to vendors supporting these activities for the Bank.
1. Vendor Management
Be available to answer questions from the Vendor to help resolve deposit customer inquiries.
Monitor vendor performance
Perform Bank activities to support consumer/student deposit-related products
Perform functions not outsourced to vendors
Work closely with other Bank staff on functions like funding, settlement and balancing
Provide for accurate exception processing/error correction
Assist in the preparation of operational reports.
Reporting and Committee Participation
Prepare vendor service level reporting
Monitor relevance and accuracy of reporting and modify as required
Help review, develop and maintain policies and procedures
Assist in the review and updating of policies and procedures to maintain relevance and effectiveness
Review deposit activities that are currently not covered by a policy or procedure for compliance with banking regulations Coordinate with Compliance as necessary
Help ,maintain effective department-level compliance monitoring programs