Prism Bank

Deposit Operations Specialist – Job Description

The Deposit Operations Specialist is responsible for providing superior customer service experience to internal and external customers via inbound customer calls. Some outbound calling to support existing customers is required as needed.

Classification FLSA Status Department

Full-Time Non-Exempt Operations

Statement of Expectations

Prism Bank expects employees to comply with their assigned position's responsibilities to the highest degree of performance. Expectations include but are not limited to:

• Adhere to the bank’s policies and support management decisions and goals in a positive, professional manner.
• Represent Prism Bank with a high level of integrity and professionalism.
• Maintain knowledge and understanding of banking rules, regulations, laws, and all internal policies and procedures.
• Demonstrate a willingness to adapt to changing business needs and deadlines.
• Maintain a high level of rapport with other departments of the Bank and all co-workers.
• Possess a work ethic that includes neatness and punctuality.
• Exhibit a professional, business-like appearance and demeanor.
• Answer all voicemails and emails within 24 hours of receipt.
• Confer with management concerning questions, procedures, necessary information, form completion, and problem resolutions.
• Complete and attend all required training.
• Maintain satisfactory attendance.
• Maintain confidentiality of sensitive information.
• Follow policies, systems, and controls to ensure compliance with regulations, laws guidance, and internal policies.

Essential Functions

• Answer phone calls within two rings and provide friendly customer service
• Assist customers with questions concerning their account balances, service charges, debit card transactions, online banking, mobile banking, mobile deposit, bill pay, check orders, etc.
• Direct calls to proper Bank personnel as appropriate
• Process and review daily deposit operations tasks, including wires, check processing, returned items, stop payments, and account maintenance
• Perform research and resolve complex account issues, transaction discrepancies, and customer inquiries escalated from frontline staff
• Maintain accurate records and documentation in accordance with internal policies and regulatory requirements (Reg CC, Reg D, BSA/AML, NACHA rules, etc.)
• Assist with daily reconciliation of deposit-related general ledger accounts
• Collaborate with IT and vendors to troubleshoot system issues related to deposit platforms and payment systems
• Participate in audits, exams, and internal control reviews by providing documentation and operations insight
• Recommend process improvements to enhance efficiency, accuracy, and customer experience
• Stay current on regulatory changes and operational best practices
• Provide product education and additional bank product and service recommendations to clients as needed to enhance the customer experience and relationship, including online banking, mobile banking app, mobile deposit, e-statements, and online banking password self-reset
• Provide superior customer service experience when interacting with internal and external customers: resolve issues and correct errors promptly
• Maintain strict confidentiality guidelines following Bank policy
• Demonstrate knowledge and expertise in Bank procedures and regulations
• Support the Bank’s overall mission, standards, policies and procedures, and confidentiality guidelines
• Proficiently operate relevant Prism software platforms
• Complete regulatory training as assigned.

Additional Responsibilities

• Perform other duties as assigned.

Physical Activities Required to Perform Essential Functions

This work is sedentary work that requires the following physical activities:

• Sitting or standing for long periods, walking, finger dexterity, feeling, repetitive motions, talking, hearing, and visual acuity.
• Occasional lifting (up to 35 lbs of computer equipment).
• May be required occasionally to stoop or kneel.
• May be required to occasionally walk up and down stairs.

Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Working Conditions

• Normal office environment
• Moderate noise level

Knowledge, Skill, and Abilities

• Articulate in verbal and written communications, paying special attention to spelling and grammar.
• Excellent interpersonal and customer service skills.
• Dependable with adherence to schedules and timelines.
• Strong attention to detail.
• Completes tasks accurately.
• Demonstrates a sense of urgency when completing time-sensitive tasks.
• Good analytical and problem-solving skills.
• Strong organizational and time management skills.
• Willing to rotate work location and job duties.
• Willing to promote Prism Bank, its services, and its culture within the Bank and among your team members, to our communities, and to other parties to ensure our positive role and our success.

Education and Experience

• High school diploma or GED equivalent required
• 1 year of banking, call center, or professional work experience preferred
• Bi-lingual English/Spanish preferred

Reporting

This position reports to the Customer Care Manager.

Supervisory Responsibility

This role has no supervisory responsibility.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Position Type and Expected Hours of Work

This is a Full-Time position with typical working hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. Hours and work shifts may change in accordance with business needs.

Reasonable Accommodation Statement

To perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

AAP/EEO Statement

Prism Bank is an Equal Employment Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law.