Bank Services Support Specialist

Job Summary

The Bank Services Support Specialist will be the first-tier customer support for internal bank employees, especially retail branches..

This position will provide support for teller and branch balancing/teller system, new account opening, account maintenance, safe deposit box processes, official check processes, ChexSystems review, and testing for Retail systems.  This position is also an additional point of contact for Retail Branch employees who need assistance or advisement on desired bank procedures and how to complete tasks, often during face-to-face customer interactions. 

Key Responsibilities / Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


* Assist Retail branch employees when additional knowledge or troubleshooting is needed on topics including but not limited to; proper usage of employee-facing tools and systems, how to complete less-common customer requests while still following rules and regulations, and assistance in researching and correcting mistakes made by Retail branch employees. 


* Act as first-tier customer support for retail branches.


* Advise Corporate Learning of trends in training gaps and Retail Operations on possible system improvements or policy changes. 


* Review and modify processes and procedures routinely to ensure compliance and improve efficienty. 


* Submit service tickets for system improvements and defects. 


* Provide support for teller balancing/teller system, new account opening, account maintenance, safe deposit box processes, and official check processes. 


* Review Chex systems results from branches.


* Responsible for testing Connected Teller and Aperio for system updates and functionality


* Resolve customer issues involving bank products and services.


* Collaborates with other Retail Care team members to improve customer service.


* Provide support for indexed items into cold storage.


* Act as a liaison with other back-office departments while supporting Retail branch employees when further research or capabilities are needed. 


* Maintain confidentiality and security of sensitive information.


* Adhere to all corporate policies and procedures, Federal and State regulations, and laws. 


* Complete all mandatory annual compliance training. 


* Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identifications, detection, and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws. 


* Perform other duties and special projects as assigned. 

Job Requirements

Education:


* High school diploma or equivalent.

Required:


* 1+ year of relevant experience.


* Ability to success...