Central Operations Support Specialist/ Sr. Central Operations Support Specialist

    • Job Tracking ID: 512568-836696
    • Job Location: Goleta, CA
    • Job Level: Mid Career (2+ years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: 01/05/2023
    • Years of Experience: Up to 2 Years
    • Starting Date: 11/14/2022
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Job Description

At Community West Bank, we put deposits to work locally, making loans to businesses, families and non-profit organizations. We are the largest publicly traded and only community bank headquartered and serving California’s Central and South Coast area of Ventura, Santa Barbara and San Luis Obispo counties, with full-service branches in Goleta, Oxnard, Paso Robles, San Luis Obispo, Santa Barbara, Santa Maria, and Ventura. We were named one of the Central Coast Best Places to Work by the Pacific Coast Business Times, and we love working here and think you may too!

As an integral member of the Central Operations team for Community West Bank, this position will provide extraordinary customer service to our internal team members and external clients, exemplifying the Bank’s values and our dedication to quality and service. This position will have direct responsibility as a Central Operations team member to assist in the accomplishment of the Department Business Plan goals and objectives. This position will elevate the team as a member of the Bank’s high performance culture that emphasizes empowerment, quality, productivity, ethical standards, goal attainment and the ongoing development of CWB’s vision to become the bank of choice, providing an unparalleled customer experience for our clients, employees, and community.

JOB OVERVIEW/PURPOSE

The priority of this position will be to provide centralized operational support to banking offices and many departments. This position will exhibit a strong background in bank operations to include: bank accounting, reconciliation and certifications; Central Operations Services (Certifications, Item Processing, ATM/Debit Card processing, and Legal Services) fundamentals; operational regulatory compliance; and literacy in applicable bank software to support responsibilities. Additional duties include providing technical support via phone for Community West Bank consumer and business online products, performing daily call back of transactions and/or client onboarding within established Service Level Agreements. Relies on experience and judgment to plan and accomplish goals. The qualified candidate possesses the ability to work under general supervision on special projects requiring attention to detail and flexibility. Provide assistance as needed in other areas of the department.

This position follows established processes and operational policies in resolving issues; analysis is more detailed and often interpretive. This position performs all essential duties in compliance with regulatory requirements as well as Bank policies and procedures.

Expertise in the appropriate operational functions:
o Core competence in functional duties and processes and additional services and products as they become available to the customer base related to the following specialty desks:
o Certifications - Monthly GL, Legal Services Trust Accounts, and Dormant Accounts.
o ATM/Debit Card Processing - Debit Card Orders; Regulation E claims, disputes, research, and resolution, Suspect Transaction monitoring, Network Balancing.
o Item Processing - Chargebacks, Collections, Notices, EARNS & Fed Notices, Fed Adjustments, Foreign Currency/Exchange handling, Large Item Verification, Fraud Research, Returns in Process and Un-posted Processing, Saving Bond Orders & Redemptions, IP Balancing and Suspense Account Monitoring, Daily Cash Letters, Encoding Tickets, Large Item Review, GL Balancing,
o Wire Processing - Incoming and Outgoing domestic and USD international wire transfers, Client/Employee Support, various bank systems and channels, and activity reconciliation.
o Legal Services - Attorney Trust Remittance, Research Requests, Dormants/Escheatments, Levy Processing, Reclamations, Subpoenas, Record retention, and CDARS/ICS.
o General Services - Address Changes, Mail Bags, Returned Mail, GL Balancing, Stop Payment Requests, and Telephone Transfers, Dormant, Escheatments, Hold Retention, SLA tracking, TCD Interest Check processing, general mail processing, and Inter Branch mail processes.
o Specializes in one or more of the main Central Services desks or service concentrations.
o Strong telephone skills and etiquette, with ability address standard internal and external customer service issues and to handle basic objections or difficulties.
o Serve as initial contact point for customer concerns, escalating further to Management as appropriate.
Exhibit proficiency in Fraud detection and prevention
o Review online banking activity from the real time fraud detection system and other reporting sources and complete additional research in various internal and external systems to identify potentially fraudulent transactions.
o Perform daily report review and research regarding check and electronic transactions including ACH, Credit Card, Debit Card, ATM/PIN and Internet Banking/Bill Pay using a variety of systems to detect/prevent fraud; provide weekly report/overview to management.
o Contact internal and external customers by phone, mail and email to verify transactions and resolve fraud-related account issues.
Exhibit proficient knowledge of all Central Operations related processes and industry standards and trends:
o Understanding of applicable systems, as well as their relations to each other.
o Familiarity with applicable banking applications, architecture, and system interfaces.
o Maintain basic knowledge of all bank services and products, and expanded knowledge of transaction services, providing extended support for retail online, business online, and Mobility clients who need assistance via phone support.
Participate in key bank initiatives:
o Participate in the identification of enhancement opportunities for the various Central Operations processes.
o Participate in system review or implementation testing to activate or promote associated enhancements or upgrades.
Strong awareness of operational responsibility for all Regulatory and Audit issues:
o Awareness of Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), CRA, GLB Privacy Act, Bank Bribery Laws, and applicable California Civil Code.
o Maintain a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures and to comply fully with those laws, regulations, policies and procedures. Regulations directly applicable to this position include Reg. CC, D, DD, E and Check 21.
Assistance with Central Operations Management Team on special projects:
o Ability to train coworkers and extra-departmental staff in order to achieve bank objectives.
o Additional duties may be assigned, according to the needs of the Bank.

Community West Bank is an EEO/AA/Disability/Vets Employer. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Experience and Skills

* High School diploma or equivalent required
* Representative level will have a minimum of 6 months to two years experience in branch and/or bank operations in a financial institution
* Specialist level will have three to five years’ progressively responsible experience in branch and/or bank operations in a financial institution
* Previous backoffice banking operations experience preferred
* General knowledge of deposit and loan documents
* Knowledge of Bank operational policies and procedures to effectively resolve customer issues that may arise; related State and Federal banking compliance regulations; and the Bank’s products and services
* Intermediate skills with: Outlook, Word, Excel, Access, PowerPoint, Internet Explorer
* Good interpersonal skills to represent the Bank to customers and to the public in a positive and professional manner
* Ability to protect and maintain confidential information
* Professional in appearance, and in verbal and written communication
* Ability to exercise good judgment in making decisions
* Ability to work independently and collaborate effectively as a team member
* Great attention to detail
* Ability to comprehend Bank policies and procedures in the work environment
* Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive customer or employee information
* Ability to successfully apply tact, discretion and good judgment.