Deposit Services Specialist

General Summary/Purpose

The Deposit Services Specialist serves as the primary product expert and technical support resource for one or more core deposit services systems, including ACH Origination, Wire Origination, Debit Card Operations, Consumer and Commercial Internet Banking, Mobile Banking platforms, and Remote Deposit Capture. This role is critical to ensuring operational excellence, regulatory compliance, and exceptional client experience across all deposit-related products and services. The Deposit Services Specialist acts as the first line of defense in identifying, troubleshooting, and resolving complex operational issues while maintaining the highest standards of accuracy, security, and customer service. This position requires a thorough understanding of bank operations, regulatory requirements (including NACHA, Fedwire, and Reg E), and the ability to communicate effectively with both internal stakeholders and external clients. The specialist collaborates closely with the bank's third-party service providers, IT department, and relationship managers to ensure seamless service delivery and continuous improvement of deposit operations.

Key Duties and Responsibilities

#1       Product Expert                                                                                   Percentage of time: 65%

• Serve as the dedicated product expert for assigned deposit services systems, which may include ACH Origination (both PPD and CCD entries), Wire Origination (domestic and international), Debit Card production and activation, Consumer and Commercial Internet Banking platforms, Mobile Banking applications, Consumer Capture, Remote Deposit Capture (RDC), Account Adjustments, End of Year Processing, Savings Bond Interest Balancing, Dormant Account management, New Account Review, General Ledger balancing, and Bill Pay support.
• Process daily operational transactions including ACH batch files, wire transfer requests, stop payment orders, account transfers, debit card limit adjustments, and internal account adjustments while maintaining strict accuracy standards and adhering to dual-control requirements for sensitive transactions.
• Monitor and reconcile assigned system queues, exception reports, and pending items to ensure timely processing and minimize customer impact. This includes reviewing returned ACH entries, disputed transactions, and system-generated alerts.
• Perform daily, weekly, and monthly balancing procedures for all assigned systems, including GL reconciliation, savings bond interest calculations, dormant account fee assessments, and end-of-period closing activities.
• Review and analyze software release notes, system upgrades, and product enhancement communications from core banking vendors and third-party service providers. Assess impact on existing processes and communicate necessary changes to appropriate staff members, including branch personnel, operations staff, and relationship managers.
• Maintain comprehensive documentation of all operational procedures, troubleshooting guides, and system configurations for assigned products. Update knowledge bases and reference materials as processes evolve.
• Identify opportunities to improve operational efficiency and reduce error rates through process refinements, enhanced controls, or training initiatives. Provide recommendations to the Deposit Services Manager for continuous improvement.

#2       Client Support                                                                                    Percentage of time: 15%

• Provide elevated, senior-level support for complex customer issues that cannot be resolved through standard channels. This includes escalations from branch staff, relationship managers, and customer service representatives involving ACH rejections, failed wire transfers, mobile deposit disputes, unauthorized transactions, and access/credential issues.
• Respond to and resolve product or service issues by thoroughly investigating customer complaints; identifying root causes through systematic analysis; selecting and explaining the optimal solution; expediting corrections or adjustments; and following up to ensure complete resolution and client satisfaction.
• Maintain customer records with precision by updating account information, processing change requests, verifying identity and authorization, and ensuring all modifications comply with bank policies and regulatory requirements.
• Provide technical support and troubleshooting for Consumer Mobile Capture applications, including image quality issues, deposit limits, holds, and compatibility problems across various mobile devices and operating systems.

#3       Product and Compliance Knowledge:                                               Percentage of Time:  20%

• Maintain current working knowledge of all deposit products, services, and features, including interest-bearing accounts, money market accounts, certificates of deposit, and specialty deposit products.
• Stay current with banking regulations including but not limited to: NACHA Operating Rules (ACH), Federal Reserve Wire Transfer (Fedwire), Regulation E (Electronic Fund Transfer Act), Regulation D (Reserve Requirements), Bank Secrecy Act (BSA), USA PATRIOT Act, and anti-money laundering requirements.
• Contribute to a positive teamwork environment by assisting colleagues with complex issues, sharing knowledge and best practices, participating in department meetings, and supporting special projects as assigned.

Education, Training and Skills Required

(Identify the minimum required to perform the duties and responsibilities.)

____ Limited training normally acquired through high school education

____ Specialized education/training normally acquired through up to 18 months of higher education

__X__ Education/training equivalent to an Associates’ Degree

____ Education/training equivalent to a Bachelors’ Degree

____ Education/training equivalent to a Masters’ Degree

____ Advanced education/training in a recognized field of specialization, e.g. CPA, MBA

____ Other (please specify)

Experience Required

(Identify the minimum required to perform the duties and responsibilities as well as the type of experience required.)

____ None

____ Three months to one year

____ More than one year, fewer than three years

__X__ More than three years, fewer than five years

____ More than five years, fewer than eight years

____ More than eight years