Center Support Specialist II

Exact compensation may vary based on skills, experience and/or education, and location.  This position is also eligible for an annual bonus.

SUMMARY

Under the direction of the Centralized Service Manager, the Center Support Specialist II is responsible for supporting the achievement of Bank and departmental goals through the successful execution of assigned duties and responsibilities. This position provides exceptional customer service, operational guidance, and subject matter expertise to Center and Department associates on a wide range of operational processes, procedures, products, systems, and regulatory requirements. The Center Support Specialist II serves as a resource for operational support, documentation management, process improvement initiatives, and specialized account administration functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job. 
• Develops and maintains a comprehensive working knowledge of Bank operational processes, systems, products, procedures, forms, and support resources, including but not limited to:
  • Core System (Navigator)
  • CONNECT (Bank Intranet)
  • New account documentation requirements
  • Medallion Signature Guarantee Program
  • Notary Program
  • Deposit Operations support functions

Utilizes this knowledge to provide accurate, timely, and professional support to associates through the Center Support Line and other designated support channels.

• Responds to associate inquiries and requests received through the Center Support Line and other support channels by researching issues, providing guidance, resolving operational questions, and escalating complex matters to the appropriate business partners when necessary.
• Serves as a primary support resource for Individual Retirement Accounts (IRAs) and Health Savings Accounts (HSAs) by:
  • Reviewing reports, applications, and transaction records
  • Monitoring account activity for accuracy and compliance
  • Validating monthly transaction and owner record files prior to submission to Wolters Kluwer
  • Ensuring IRS reporting requirements are completed accurately and timely
  • Partnering with Deposit Product Support and Wolters Kluwer to resolve discrepancies and maintain accurate records within the Account Recordkeeping Services (ARS) platform
• Drafts, reviews, updates, and maintains operational procedures, forms, job aids, reference materials, and other support documentation to ensure accuracy, consistency, regulatory compliance, and alignment with current business practices.
• Administers content within the Center Operations Support site in CONNECT by maintaining current versions of procedures, forms, and reference materials. Prepare, publish, and distribute internal communications, including operational updates, informational notices, warnings, and action-required bulletins.
• Identifies opportunities to improve operational processes, controls, and efficiencies. Analyze existing practices, recommend enhancements, and support implementation efforts designed to improve service quality, reduce risk, strengthen controls, and enhance associate support.
• Prepares Financial Elder and Dependent Adult Abuse reports by gathering and reviewing relevant facts and supporting documentation, evaluating information for completeness, and submitting required verbal and written reports to appropriate Adult Protective Services agencies and/or law enforcement authorities within established regulatory timeframes.
• Completes assigned Center Operations Support certifications and performs reviews of daily, monthly, and periodic reports to ensure operational accuracy, quality standards, policy adherence, and regulatory compliance requirements are met.
• Assists the Centralized Service Manager with departmental projects, initiatives, audits, reporting requirements, and special assignments. Compiles, analyzes, and presents information used to support management decision-making and executive-level reporting.
• Maintains cross-functional knowledge of Center Operations Support responsibilities and functions and serves as a backup for assigned operational duties to support business continuity and departmental effectiveness.
• Participates in job-related training, seminars, webinars, and continuing education opportunities to enhance knowledge, maintain required certifications, and remain current with regulatory, operational, system, and industry changes.
• Builds and maintains positive working relationships with associates, departments, and business partners to support collaboration and the successful resolution of operational issues.
• Provide, present, and promote the Citizens Experience to all external and internal customers. 
• Other duties and special projects as assigned. 

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION and/or EXPERIENCE

Bachelor's degree from a four-year College or University; or three to five years of banking operations, branch operations, deposit operations, support services, related financial institution experience; or an equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. Ability to apply concepts of basic algebra and geometry and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER & SOFTWARE SKILLS

• Knowledge of and ability to use Microsoft Office programs (Word, Excel, Outlook, Teams) and other general office equipment, such as 10-key by touch, photocopier, telephone, and fax machine. 
• Knowledge of and ability to use SharePoint preferred but not required.
• Knowledge of Fiserv/Navigator preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

None required

OTHER SKILLS and ABILITIES

• Demonstrated ability to manage multiple assignments simultaneously, establish priorities, and consistently meet deadlines in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to effectively communicate information, instructions, and recommendations to associates at all levels of the organization.
• Strong analytical, critical thinking, and problem-solving skills, with the ability to independently research issues, identify solutions, and collaborate with others to resolve complex operational matters.
• Ability to assess competing priorities, exercise sound judgment, and effectively prioritize work based on business needs, regulatory requirements, risk considerations, and service expectations.
• Ability to maintain focus, accuracy, and productivity while managing interruptions, changing priorities, and multiple concurrent responsibilities.
• Demonstrated ability to establish and maintain positive, professional, and collaborative working relationships with associates, management, and business partners across the organization.
• Ability to work independently with minimal supervision while also contributing effectively as a member of a team.
• Ability to identify opportunities for process improvements, operational efficiencies, training enhancements, and procedural updates, and make recommendations that support departmental and organizational objectives.
• Strong organizational and time management skills, with the ability to maintain accuracy and attention to detail while managing multiple deadlines and responsibilities.
• Ability to learn and apply new systems, processes, products, regulations, and technologies in support of changing business needs.
• May be required to attend job-related training programs, seminars, webinars, and continuing education opportunities as determined by management.
• Requires flexibility to adjust work schedules as needed and may be required to work overtime to meet business demands.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to stand; walk; sit; and use hands and fingers to handle or feel. The associate is occasionally required to reach with hands and arms, and stoop, kneel, crouch or crawl. The associate is regularly required to operate a computer keyboard, mouse, calculator and telephone and reach with hands and arms. The associate must occasionally lift and/or move up to ten (10) pounds. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The work environment is usually moderate. 

Salary Range:$20.00 To $26.25 Hourly

Exact compensation may vary based on skills, experience and/or education, and location.  This position is also eligible for an annual bonus.