Operations Support Representative

Summary:  Operations Support Representatives work as a team to facilitate the day-to-day operational requirements necessary to support the various financial services and products the Bank provides to customers.  The group assumes the daily responsibilities of bookkeeping, debit card & ATM support, wire transfers, online banking, reconciliation of various accounts, investigating and resolving customer inquiries, and researches and rectifies various processing errors. Maintains control records and offers various other support functions to the retail staff.

Primary Accountabilities:  

• Research and resolve customer inquiries related to all retail services including, but not limited to, bank accounts and transactions, debit cards and online banking. 
• Monitor and process various operations reports.
• Review incoming mobile deposits.
• Process return items and chargebacks.
• Process daily overdrawn accounts.
• Research and correct unposted & processing errors through the appropriate systems.
• Print, prepare and mail back office bank checks and notices.
• Manages and processes all domestic and international wire transfer activity, incoming and outgoing.
• Performs and reviews file maintenance of various tasks, including stop payments, holds, dormancy and other transactions for accuracy.
• Prepare and post daily entries for various department tasks.
• Reconciles assigned accounts monthly.
• Charge off overdrawn checking accounts based on accounting department analysis.
• Compiles monthly information and reports for management and board review. 
• Process court orders - subpoenas, garnishments, tax levies and liens.
• Miscellaneous duties within the Debit Card Department
• Other duties as assigned

Education/Experience:

• High School diploma required
• Bachelor’s degree preferred
• 5 years of general Banking experience preferred
• 1-2 years of bookkeeping preferred
• 2 years of online banking experience preferred
• Must be very knowledgeable on Teller and Bank policies and procedures
• Good verbal (telephone) and written communication skills
• Ability to use sound judgement
• Ability to work under pressure and adjust to volatile work volume

Physical Demands/Work Environment: Individuals must be able to move about, stand and have manual dexterity.  The work environment is generally well-lighted HVAC-controlled office.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

It is the responsibility of every Bank employee to maintain an effective BSA/AML/OFAC internal control structure, including suspicious activity monitoring and reporting.  Every employee that comes in contact with a reportable and/or a suspicious activity should obtain the proper documentation and file the appropriate report in a timely manner.  Nothing in this job description restricts the Bank’s rights to assign or reassign duties and responsibilities to this job at any time.

The First National Bank of Waterloo does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.                                    

Direct Reports: None   

Benefits: All full-time and part-time employees receive vacation days based on employment status and years of service (prorated based on hired date) and are eligible to participate in the Profit Sharing and Savings Plan and Employee Stock Purchase Program.  

Full-time employees are eligible to participate in the company health insurance plans, company paid life insurance, Short Term and Long Term Disability, additional voluntary plans, paid Parental Leave, paid Bereavement Leave and Tuition Reimbursement.  In addition to vacation days, full-time employees will receive 48 hours of Personal Time, prorated based on hire date.

The pay range posted is based on several factors which vary, but may include labor markets, education, work experience and certifications.