Operations Support Representative

Job Description

Job Description

Operations Support Representative

Department: Operations

FLSA Status: Non-Exempt

Reports To: VP of Operations

Job Summary:

The Operations Support Representative provides support for a variety of operational functions within the Operations Department. The position is designed to provide flexible operational support across multiple areas of the department. Duties and responsibilities listed are representative of the work performed and are assigned based on operational demands, departmental priorities, and business needs. Not all responsibilities are performed on a daily basis.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Assist customers with calls, emails, and any other communication received within the Call Center while providing exemplary customer service
• Process incoming and outgoing wires
• Assist Call Center with incoming calls
• Work with Fraud Specialist to prevent, detect, and resolve fraud cases including Debit Card, ACH, Wire, and Check fraud
• Network Administrator - assisting employees with login and program access
• IT Steering Committee Secretary – prepare agenda, gather documentation, record minutes and communication from IT Steering Committee Meeting monthly
• Assist customers and employee with E-Banking troubleshooting and/or inquiries
• Preparing customer statements
• Filing documentation

The duties and responsibilities outlined in this job description are representative of the position but are not intended to be an exhaustive list. Responsibilities may be assigned, adjusted, or redistributed as business needs require.

Required Skills/Abilities:

• Working knowledge of fraud detection, investigation, and prevention practices.
• Familiarity with debit card, ACH, and check processing systems.
• Ability to analyze information, identify trends, and document findings accurately and objectively.
• Effective verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to work independently while collaborating with internal teams and external partners.
• Ability to handle sensitive and confidential information with discretion and professionalism.

Education and Experience:

• High School Diploma or equivalent required.
• Minimum of 6 months of banking experience.
• Experience with debit card disputes, ACH transactions, or check processing preferred.
• Familiarity with fraud monitoring systems and regulatory compliance requirements preferred.

Physical Requirements:

• Ability to remain seated for extended periods of time while working at a computer.
• Must be able to lift up to 45 pounds at times.
• Must be able to perceive and interpret auditory and visual information to ensure safety and effective communication with customers, coworkers, and external contacts.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Monday - Friday, 8am-5pm