We have an exciting career opportunity for a Support Services Specialist-Compliance position at our Maple Grove Operations Center!
Position Summary:
This position is primarily responsible for completing the review of all new and existing commercial account documentation for data integrity and accuracy. They will be required to regularly respond to questions of Consumer, Commercial and Operations staff. The duties will include, but are not limited to, providing training, maintaining and updating all current procedures as well as assist in the development and implementation of new policies and procedures. This position will gain the respect of both consumer, commercial and operations staff by functioning as the primary liaison between the front line and back-room operations. This position also performs customer support function duties secondary, to assist both internal and external customers with general banking, digital banking and/or technical support type of inquiries. They will be required to perform a variety of tasks that requires them to hold expert knowledge in areas of banking operations, policies, procedures and regulations.
Essential Duties and Responsibilities:
Include the following, other duties may be assigned:
- Completes a detailed review of all new account/existing commercial account paperwork, determines action items, provides notification, and monitors solutions, according to and in compliance with various industry-related laws and regulations.
- Performs, evaluates, determines, and resolves OFAC verifications daily on new commercial accounts.
- Monitors, updates CIP/Non-CIP log, and issues letters for CIP violations, managing the process and record keeping until resolved.
- Review customer accounts for appropriate risk, analyze risk, identify issues, and validate information from bank systems and against third party resources.
- Develop, implement, and deliver exceptional training to new and existing staff as needed; ensure training materials and other related educational materials are updated.
- Determines and executes approval or denial decisions for any Wire, ACH, Teller or Loan related OFAC suspect matches.
- Assesses, determines, and reports suspicious activity to the appropriate individual(s) according to and in compliance with industry-related laws and regulations.
- Serves as back up for new/existing consumer and online account compliance related reviews and for the processing of force closed account requests from branches/commercial department with authority to review, determine, notify, and monitor solutions. This may include reporting the information to the bank’s collection agency.
- Overall assistance and support with delivery and evaluation of consumer and commercial training to existing staff and new hires through various method of instruction-individual, group, self-study, video etc.
Customer Support
- Answer incoming calls, respond timely to emails, voicemails, online chats and customer service tickets for internal and external customers.
- Research, identify and resolve internal and external retail or commercial customer requests using all available resources.
- Route calls to appropriate resources.
- Upholds customer security in accordance with established procedures and guidelines.
- Recognize, document and alert management of trends in customer calls.
- Ensures and provides quality service to both internal and external customers by following procedures, identifying alternative solutions or escalating to IT or outside vendors, if needed.
- Upsell products and services to retail and commercial customers.
- Promptly provides solutions to meet the needs/address concerns and will follow up with customer to ensure resolution.
- Be an advocate for our customers and assist them in identifying various fraud type situations such as online banking/mobile banking scams, account takeovers situations, identifying elder abuse, bill pay fraud, ATM/debit card fraud, wire fraud, check fraud, mobile deposit fraud, etc.
- Identify and escalate issues to management.
Technical Services Help Desk Support
- Will provide technical support to retail and commercial customers as it relates to digital access for products such as, but not limited, to digital banking, mobile banking, mobile deposit, bill payment, remote deposit, positive pay, wires, Automated Clearing House (ACH), merchant processing, lockbox etc.
- Becomes a subject matter expert on all digital banking tools used by customers.
- Provides assistance answering questions on functionality and any new functionality, when there are updates.
Other Duties
- Updates/creates procedures for all areas listed above, as needed.
- Upholds customer security in accordance with established procedures and guidelines.
- Potential peer training opportunities.
- Required to learn other tasks within the department to aid supportively and positively in the absence of a team member.
- Active participant during project implementation/deployment to include but not limited to new and existing technology, system upgrades, new products and new services while ensuring the bank’s compliance with laws, regulations and rules governing banking as well as the banks internal policies.
- Responsible for compliance with The Anti-Money Laundering/Bank Secrecy Act (AML/BSA), OFAC, Customer Information Policy (CIP) and Identity Theft Program to ensure ongoing risk assessment analysis as well as monitoring and reporting suspicious activity.
Qualifications
- Detail-oriented and able to handle multiple tasks at one time and meet deadlines.
- Demonstrated knowledge and experience with on-line banking tools, ability to solve client issues related to both product features and technology used by customer.
- Assertive, self-confident, self-motivated and has the ability to work independently with little direction and supervision.
- Demonstrated ability to effectively cope with accelerating change, learn rapidly and adapt quickly to changing situations and able to respond promptly to changes and opportunities.
- Strong customer service and interpersonal skills.
- Ability to handle stressful situations appropriately.
- Strong work ethic; focus on quality and responsiveness; flexible personality and team player.
- Demonstrated ability to make effective use of information available and organize resources to meet goals.
- Strong verbal and written communication skills, including telephone techniques.
- A thorough knowledge of bank operations, products and services, and regulatory and statutory requirements.
- Demonstrated personal computer skills, knowledge of various systems (i.e., Excel, Word, Outlook, etc.).
- Must maintain a high level of knowledge and regulatory banking compliance in order to properly perform the duties of this position.
Education/Experience
AA or BA degree preferred in Business Administration, Technology, Finance, Banking or related field. Minimum of two years’ experience within the front line or backroom banking operations, technology, finance environment.
Highland Bank—Member FDIC