Operations Management & Execution - Manage daily workflows, staffing, and controls for assigned deposit operations functions to ensure accurate, efficient processing and strong service to members and branch teams.
- Lead, coach, and develop associates through onboarding, cross-training, performance feedback, and regular team communication; promote accountability, accuracy, and a culture of continuous improvement.
- Oversee item processing in accordance with Check 21 requirements and internal policy, including file balancing, exception/return item handling, adjustments, reconciliations, records retention, and research/resolution of member inquiries.
- Monitor operational service levels and turnaround times to ensure timely completion of work and a consistent experience for members and internal partners.
- Administer Branch Capture operations including user access, device/program oversight, file monitoring, item review, duplicate detection, image quality standards, and issue resolution with branches and vendors.
- Oversee research and resolution of posting exceptions, adjustments, duplicate deposits, encoding errors, and account posting issues, ensuring prompt operational support for branch associates and member service teams.
Program & Vendor Management - Manage the Overdraft Privilege program, including eligibility parameters, opt-in/opt-out administration, negative balance monitoring, fee/refund decisioning, charge-off preparation support, and ongoing program effectiveness review.
- Serve as a key point of contact for item processing and capture vendors; manage service issues, escalations, change control, testing/validation, and ongoing performance monitoring against SLAs.
Risk, Compliance & Audit - Maintain and enhance controls to mitigate operational, fraud, and compliance risk (e.g., segregation of duties, daily balancing, exception monitoring, access reviews, dual control, and quality assurance).
- Ensure activities comply with applicable laws, regulations, and network/vendor requirements, including but not limited to Reg CC/availability, return item timeframes, NACHA considerations as applicable, and UDAAP/overdraft-related requirements.
- Support internal/external audits and regulatory examinations by providing requested documentation, evidence of controls, and timely corrective action plans; track findings to resolution.
- Ensure operational readiness through business continuity planning, contingency procedures, disaster recovery testing, and coordination during system outages or operational disruptions.
Reporting, Process Improvement & Governance - Produce and/or review operational reports and KPIs (e.g., exception volumes, returns, duplicate rates, image quality trends, overdraft program metrics) to identify issues, improve processes, and inform leadership.
- Maintain current procedure documentation; implement process changes; and provide training/communications to the team and branch partners to ensure consistent execution and understanding.
- Participate in departmental and enterprise initiatives, including system implementations, process redesign, product enhancements, and operational change management activities.
- Perform other duties as assigned to support deposit operations, member experience, and organizational objectives.
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