JOB SUMMARY Acts as the primary contact for all Branches and Departments regarding the interpretation of policy or procedure, system issues, and Deposit Operations questions. Supports the main internal help desk line and accepts responsibility for all customer questions or problems regardless of the subject. ESSENTIAL DUTIES AND RESPONSIBILITIES: • Assists in fostering a positive environment by modeling cultural expectations of accountability, flexibility, continuous improvement, and collaboration. • Acts as a liaison between the operations department and all other departments to develop efficient workflows. • Provides internal and external customers with answers and solutions to deposit operations questions in a manner consistent with department standards. • Assists in filing documents in the bank document housing system and ensures that proper documentation has been collected and filed. • Observe, monitor, and report servicing deficiencies to ensure ongoing evaluation and improvement. • Creates and updates procedures for all tasks and duties, keeping the best interest of the bank and the customers in mind. • Provides ongoing training in areas of expertise to Bank associates and actively participates in departmental training and cross-training. • Reviews daily reports and takes appropriate action to resolve outstanding issues. • Provides backup to other department associates. • Answers all incoming telephone calls; places and monitors equipment calls for Deposit Operations. ADDITIONAL RESPONSIBILITIES: • Attend seminars and meetings as appropriate • Participate in proactive team efforts to achieve departmental and company goals. • Performs other duties as assigned. SUPERVISORY RESPONSIBILITIES: • No supervisory duties KNOWLEDGE, SKILLS, AND ABILITIES: • Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. • English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. • Communication— Excellent interpersonal communication skills, both oral and written. • Clerical – Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology. • Banking-- Knowledge of financial industry and bank dynamics, and a thorough knowledge of bank’s products and services, and bank security and transaction policies. • Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. • Monitoring – Monitoring/assessing performance of yourself to make improvements or take corrective action. • Bank Secrecy Act – In the performance of all the respective tasks and duties, employee will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security and bank policies and procedures. EDUCATION AND EXPERIENCE: • High School Diploma or equivalent required • Minimum of 3 years’ work experience, 1 years’ bank-related experience PHYSICAL/WORK CONDITIONS: In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodations for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk and hear frequently, lift up to 20 lbs. occasionally; may be required to work evenings and/or weekends, attend remote meetings and/or to travel.