The position of Operations Support Specialist I is responsible for performing bank operational back office duties for Alliance Association Bank, a division of Western Alliance Bank. The Operations Support Specialist I is responsible for the daily inquiries regarding processing and posting of payments. Including providing assistance to users over the phone regarding making online payments. The Operations Support Specialist I interacts with various bank personnel to communicate, coordinate and resolve concerns with daily Operations Support work processed.
Responsible for answering and directing incoming customer and homeowner calls, assisting with technical support regarding the online payment website and researching payments.
Responsible for responding to customer complaints related to payment processing received via the website or by phone.
Responsible for daily processing of a variety of technical back office banking functions in support of overall bank and branch operations. Activities may include but not limited to:
Identifies and completes corrections for incorrectly posted transactions to customer/bank accounts.
Responds to inquiries or refers inquiries to the appropriate department or person; exhibits the necessary follow through.
Learns duties of Operations Specialist II position and backs up others as needed.
Processes ACH Payments by ensuring documents received are complete and accurate, create scheduled payments and perform audit on payment entries.
High school diploma or general education degree (GED) and one (1) years of related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a financial institution cash handling and/or customer service background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related. Familiarity with working on various computer programs is required.
Strong verbal and written skills are required
Preferred working knowledge in NACHA and ACH
Intermediate experience, knowledge and training in branch operation activities, terminology and products and services.
Intermediate knowledge of related state and federal banking compliance regulations, and other Bank operational policies
Basic skills in and familiarity with computers. Work involves being proficient at using our in house created computer programs, mainframe computer (FIS) system; word processing, spreadsheet and account opening software programs (e.g., Microsoft Word, Excel, Outlook, CFI DepositPro, etc.).
Flexible to work occasional overtime and certain FED processing holidays as needed.