Senior Deposit Ops Specialist chez HOPE Enterprise Corporation

HOPE Overview

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under-resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at https://www.hopecu.org/. 

Title: Senior Deposit Operations Specialist

Department: Deposit Operations     

Reports To: Vice President, Deposit Operations

Supervises: N/A

Job Classification: Non-Exempt, Full Time

Position Summary

The Senior Deposit Operations Specialist will oversee and execute card services or new online applications and new account quality control functions as their primary operational focus. This role ensures the timely and accurate processing of card disputes, Zelle disputes, and associated workflows, along with the preparation and maintenance of related reporting or ensure timely processing of online account applications completed through vendor websites and monitor new accounts opened in retail facilities to deliver efficient and positive customer experience while ensuring regulatory and policy compliance. In addition, the Senior Deposit Operations Specialist will serve as a mentor for newly hired and existing deposit operations staff by facilitating focused training on various tasks according to the Deposit Operations Specialist Job Description. Monitor daily operations to ensure all task assignments are completed within the timeframes outlined in the Department Service Level Agreement (SLA), which is distributed to all Deposit Operations staff.

Responsibilities:

• Perform and oversee daily deposit operations tasks with a primary focus on card and Zelle dispute processing.
• Provide feedback to the VP of Deposit Operations on staff performance and training needs while serving in a mentor/trainer capacity.
• Cross train in Corporate Teller functions to provide coverage when needed and to mentor team members in these tasks.
• Resolve complex operational and customer service issues escalated to senior management.
• Interface with Information Technology and other corporate members to ensure new initiatives are implemented effectively.
• Collaborate with branch management and staff through training and meetings to address operational issues and enhance efficiency.
• Other duties as assigned.

Qualifications:

Required

• 5 - 7 years of related experience in retail or credit union/bank deposit operations setting
• 7+ years of leadership experience in new accounts and/or teller position
• Excellent coaching, training, liaison, and presentation skills
• Strong customer service skills with experience working with both customers and management
• Skilled in applicable computer software applications, such as Microsoft Word, Excel, and PowerPoint
• Knowledgeable on the Internet/Intranet to obtain resource material and execute work duties
• Excellent verbal and written communication skills
• Ability to travel throughout credit union markets

Preferred

• Bachelor’s Degree or equivalent education and experience
• Advanced degree or additional professional certifications
• Experience working in a community development financial institution (CDFI) or similar mission-driven organization

Key Competencies & Skills:

• Attention to Detail- Taking responsibility for a thorough and detailed method of working.
• Computer Literacy- Using computers effectively and efficiently in the working environment.
• Decision Making-Drawing correct and realistic conclusions and making timely decisions based on available information.
• Empathy- Showing interest in other people's feelings, attitudes, and reasoning.
• Oral Communication- Shaping and expressing ideas and information in an effective manner.
• Problem Solving- Having the ability to identify problems and issues of varying issues of varying complexities and to find effective solutions with few guidelines.
• Teamwork- Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
• Usage of Technical Expertise- Acquiring and applying technical and functional knowledge in one's own technological area of specialty.

Work Environment:

• Employee spends the majority of time in office environment, generally accessible to the public, customers, and potential customers
• Noise level in the work environment is usually moderate
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Comprehensive Benefits Package:

• Paid Vacation and Sick Time
• 11 Paid Holidays
• 401(k) with Company Match
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Disability Benefits
• Life Insurance, Critical Illness, Accident
• Employee Assistance Program (EAP)
• Tuition Reimbursement, Professional Development

Hope Enterprise Corporation does not participate in or engage in any form of visa sponsorship, including employment-based visa applications or extensions (e.g., H-1B, TN, O-1, OPT, STEM OPT, etc.). Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.