Deposit Services Coordinator

Position Description 

Department:         Retail Services

Reports to:            Director of Support Services / Deposit Services Lead Supervises:            N/A

Skill Levels: Level I / Level II / Lead

Position Purpose 

The purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.

The primary responsibilities of the Deposit Services Coordinator position is to process and manage various deposit- related transactions to ensure accuracy, efficiency, and compliance with credit union policies. Performs routine, basic departmental duties including but not limited to: mobile deposits, mailed-in requests, and return items while providing exceptional internal and external member support. Adheres to all credit union established policies, procedures, and overall regulatory guidelines and rules.

Essential Functions & Core Duties 

Create Raving Fans

• Promotes, represents, and welcomes existing members, team members, and service providers to the credit union in a professional, inviting manner.
• Ensures that an exceptional member experience atmosphere is consistent and delivered to all members.
• Uses each member interaction and observations to strengthen and enhance the member experience through proactive quality conversations and relationship building efforts.
• Exudes a positive working environment with a can-do attitude which fosters our Mission, Vision, Values, and Service Standards.
• Works together within a team environment to drive toward team success.
• Proactively seeks solutions to member service and efficiency issues. Troubleshoot mobile deposit issues. Service member accounts and requests accurately in accordance with credit union policy and procedures.

Maintain Operational Soundness

• Proficiently performs basic transactions and tasks including but not limited to:
  1. Review and process mobile and EZ deposit check deposits, ensuring accuracy, validity, and adherence to credit union policies and regulatory guidelines.
  2. Reconcile the Check 21 file and balance remote deposit capture platforms daily.
  3. Receive, verify, and process mailed-in deposits and payments requests in a timely and secure manner.
  4. Basic account file maintenance including address or name changes, lockouts, and holds.
  5. Minimize risk of loss by verifying transactions, monitoring deposit amounts, and examining documents for endorsement and negotiability. Detect and resolve discrepancies promptly.
  6. Ensure Branch Capture for other departments (i.e. Asset Recovery, Mortgages, Card Services, etc.) is scanned and balanced same day received.
  7. Ensure proper Member Identification (MIP) and Bank Secrecy (BSA) procedures are appropriately followed.
• Process Federal Reserve return items:
  1. Monitor and process returned deposit items, including handling notifications, posting adjustments, and communicating with affected members or internal departments as needed.
  2. Receive Advance Notifications of possible return items and place holds or extended holds when appropriate and send notice to member.

• Identify and report potential fraudulent or suspicious deposit activity in accordance with regulatory and internal fraud prevention policies.
• Maintain accurate records or deposit transactions, reconcile discrepancies, and prepare necessary reports for management review. Complete this reporting in a timely and accurate manner.
• Provie assistance to branches, departments, and members regarding deposit-related inquiries, discrepancies, and adjustments.
• Assist in refining deposit processing procedures and implementing best practices to improve efficiency and accuracy.
• Takes ownership and responsibility for decisions and actions made at the individual level.
• Demonstrates comprehensive knowledge of all applicable credit union and branch policies, procedures, and support systems.
• Exercises good judgement while keeping the credit union’s financial interest in mind. Understands when to escalate a problem or situation to management for resolution.
• Balance member service and risk management in error resolutions. Resolve member complaints and error resolution in a timely and professional manner.
• Assist with Verification of Deposits received by mail or electronic notification.

Other Duties & Responsibilities 

• Actively participate in department huddles, individual, and group coaching/training sessions.
• Maintains comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete or ensure all audit and security policies and procedures are followed in accordance with credit union policies and Federal regulations. Complete required compliance and job specific training. Familiarity and adherence of all Bank Secrecy Act requirements including the ability to identify and properly report fraudulent and suspicious activity.
• Maintains a professional work environment and businesslike appearance.

Qualifications 

Education: A high school diploma or equivalent is required. An Associate’s Degree from an accredited college is desirable.

Experience: Six month to one-year of prior banking or relevant customer service experience is preferred. Must be proficient with the Microsoft Office Suite (Word, Excel, and Outlook) or similar software programs. Knowledge of Jack Henry’s Symitar or MeridianLink is a plus.

Core Competencies:

• Member Focused: proficient in anticipating member needs and taking the initiative to drive solutions in effective value-added ways. Courteous and professional member service attitude.
• Integrity: operate with complete transparency, and hold ourselves to high ethical standards. Act in the best interest of our membership, staff, and community, even when no one is watching.
• Committed: desire to make an impact in people’s lives. We develop relationships that make a positive difference in the financial lives of our members, team members, and community.
• Accountability: ability to hold self and others accountable for achievement of key results and to persevere through challenges, setbacks, or difficulties. We own, we learn, and we improve.
• Operational Soundness: thorough in-depth knowledge of Credit Union products and services and familiarity with Retail Services functions, policies, and procedures.
• Problem Solving: identify problems in a timely manner, research and develop alternative solutions, and resolve problems in early stages. Must be capable of breaking problems into component parts and addressing each individual issue in order to develop an appropriate thorough solution.
• Communication/Interpersonal Skills: clearly understand what the Director wants, and then articulate that to other retail team members. Clearly explain points of view to members when unusual or complicated issues arise. Maintain good business writing skills and active listening. Ability to read and understand documents such as policies and procedures, operating and maintenance instructions.

• Teaming: ability to work well with your retail team and other business units to achieve a shared goal or outcome in an effective way.
• Time Management: effectively prioritizes tasks to use time efficiently and attend to a broad range of activities. Ability to manage work efficiently and effectively and manage shifting priorities and carry-on through task completion.
• Attentiveness to Detail: demonstrates keenness while exploring the issue or topic at hand as well as issues surrounding it and reasons behind it. Takes thoroughness to a new level and energizes other colleagues to work carefully.
• Organizational: ability to stay focused on different tasks, and use your time, energy, strength, and mental capacity effectively and efficiently in order to achieve the desired outcome.
• Technical: ability to input and retrieve computerized information. Proficient with cash recyclers and tablet devices.

General Operational Requirements:

• Work is performed largely in a pleasant office environment.
• Ability to work a flexible work schedule including mornings, evenings, weekends, and holidays.
• Combined sitting, standing, and moving throughout the workday to accomplish tasks or engage the membership and team.
• Must be able to bend, turn, twist, lift, and move up to 30lbs of office supplies or equipment.