The Exception Processing Specialist is responsible for the timely and accurate resolution of deposit account exceptions and non-routine transactions in accordance with established bank police and procedures. This role performs routine to moderately complex exception processing tasks and applies guidelines to decision-making.
Essential Duties:
1. Unposted DDA and GL items — review and resolve items based on account status, officer input, and bank policy.
2. NSF items — review and resolve items based on account balance, officer input, and bank policy.
3. Chargebacks — process items received from the Federal Reserve or identified internally.
4. Positive Pay exceptions — return checks marked for return or left undecided by the customer.
5. Manual Returns - process any returns that are requested from city banks various departments
6. Move approved ACH credit items to the customer’s requested account promptly.
7. Monitor and submit all incoming and outgoing large item return notifications through the Federal Reserve
8. Process debit card adjustments as needed.
9. Process and close customer accounts.
10. Prepare and mail off customer hold statements and third-party Statements.
11. Apply monthly service charges to Small Business and Commercial accounts.
12. Maintain Account Analysis services for qualified business customers.
13. Issue account refunds
14. Review and act upon daily Synergy reports.
15. Provide internal and external customer service support by phone or in person.
16. Maintain accurate documentation and ensure compliance with all internal policies and regulatory requirements.
17. Support other Deposit Operations functions as needed.
18. Represent the bank in a professional, courteous manner at all times.
19. Provide prompt, accurate, and efficient support to internal and external customers.
20. Maintain a clean and professional work area.
21. Participate in training sessions and stay updated on departmental procedures
22. Provide support across other Deposit Operations functions as needed.
23. Perform additional duties as assigned by management.
Equal Opportunity Employer/Veterans/Disabled
Skills Required
- Experience resolving unposted DDA and GL items
- Experience reviewing and resolving NSF items
- Experience processing chargebacks
- Familiarity with Positive Pay and processing manual returns
- Ability to move and process ACH credit items
- Experience monitoring Federal Reserve return notifications and large item returns
- Experience processing debit card adjustments
- Experience closing customer accounts and issuing refunds
- Ability to prepare and mail customer and third-party statements
- Ability to apply monthly service charges and maintain account analysis for business customers
- Experience reviewing and acting upon Synergy reports
- Strong internal and external customer service skills (phone and in-person)
- Maintain accurate documentation and ensure compliance with internal policies and regulatory requirements
- Willingness to participate in training and support other Deposit Operations functions
What We Do
City Bank is a Member FDIC financial institution focused on delivering a high-quality banking experience. The company cultivates a professional environment that fosters innovation, community involvement, and leadership. Driven by a goal to create satisfying outcomes for its customers, City Bank maintains a people-first culture and offers a comprehensive benefits package designed to support the physical, emotional, financial, and social well-being of its employees.
