Deposit Support Specialist II

The Deposit Support Specialist II provides advanced operational support for the Bank’s deposit and retirement products. This role serves as a subject matter expert within the Deposit Support team, handling complex transactions, escalated issues, reporting responsibilities, and regulatory-sensitive processes.

The Specialist II works independently on higher-risk and exception-based items, supports audit and compliance initiatives, and assists the Team Lead with workflow coordination and technical guidance. This position plays a key role in maintaining operational integrity, regulatory compliance, and service excellence across the Bank.

Advanced Deposit Operations & Quality Control:

• Perform complex quality control reviews of new accounts, account maintenance, closures, and retirement transactions.
• Review and resolve escalated documentation deficiencies, account discrepancies, and system exceptions.
• Monitor and ensure timely resolution of outstanding operational issues that may impact compliance reviews or customer experience.
• Perform advanced system maintenance within the core banking system.
• Validate deposit rate changes across core, teller, and digital platforms, ensuring accuracy and consistency.
• Support administration of programs such as IntraFi and QwickRate, including setup validation, maintenance, quality control, and exception resolution.
• Assist with Social Security verification requests and other third-party inquiries requiring enhanced review.

Retirement Products Support:

• Support IRA and HSA operational processing, including contributions, distributions, transfers, rollovers, corrections, and withholding maintenance.
• Review retirement-related transactions for accuracy and regulatory compliance prior to final oversight by the Team Lead.
• Assist with preparation and validation of annual and semi-annual retirement reporting and customer mailings (e.g., 1099-R, 5498, 1099-SA, 5498-SA).
• Maintain working knowledge of retirement regulations to ensure proper documentation and processing standards.

Reporting, Data Management & System Expertise:

• Create, validate, and maintain operational and management reports using Cognos and other reporting tools.
• Develop and maintain advanced Excel spreadsheets and tracking logs to support department efficiency and reporting accuracy.
• Analyze deposit data to identify trends, recurring errors, or process improvement opportunities.
• Participate in system upgrades, testing, and release validation as part of the Bank’s internal test team.
• Serve as a resource for core system functionality, including Jack Henry platforms (Silverlake, OnBoard, Synergy, 4Sight).

Compliance, Risk & Audit Support:

• Maintain strong working knowledge of applicable federal and state deposit regulations, including BSA-related requirements.
• Support internal audits, regulatory exams, and internal reviews by gathering documentation, performing research, and responding to requests as assigned.
• Identify potential compliance or operational risks and escalate concerns to the Team Lead.
• Assist in maintaining accurate procedures, checklists, and documentation to ensure audit readiness.

Branch & Team Support:

• Serve as an escalation resource for branch personnel regarding complex consumer and business deposit accounts, IRAs, HSAs, and exception processing.
• Provide operational guidance and technical support to internal departments and branch staff.
• Assist in developing and delivering branch training related to deposit operations, IRA and HSA processing, and operational procedures.
• Support new product rollouts or procedural updates through branch communication and training reinforcement.
• Assist with training and cross-training of Deposit Support Specialist I team members.
• Support daily workflow coordination in partnership with the Team Lead.
• Respond promptly to department inquiries via phone and ticketing systems.

Process Improvement & Operational Efficiency:

• Identify workflow inefficiencies and recommend practical process improvements.
• Assist in implementing procedural updates and system enhancements.
• Contribute to daily, monthly, quarterly, and annual operational checklists and reporting requirements.
• Support continuous improvement efforts aligned with the Bank’s operational goals.

Professional Conduct & Collaboration:

• Deliver courteous, professional, and timely service to internal and external stakeholders.
• Demonstrate sound judgment and accountability when handling complex or sensitive matters.
• Collaborate effectively with all other departments within the Bank.
• Attend required meetings and training sessions.
• Demonstrate adaptability during periods of operational change or increased workload.

Performance Expectations:

• Demonstrate advanced knowledge of deposit and retirement operations.
• Maintain high accuracy standards in complex transaction review and reporting.
• Serve as a dependable escalation point and technical resource within the department.
• Demonstrate confidence and professionalism when providing operational training and guidance to branch staff.
• Support regulatory compliance and audit readiness initiatives.
• Exhibit initiative, strong analytical ability, and attention to detail.
• Contribute positively to a collaborative, team-oriented work environment.

Other Duties:

• Perform additional duties or special projects as assigned.

• High school diploma or equivalent required.
• Associate’s degree or higher preferred.
• 3–5 years of retail banking, deposit operations, or related banking experience required.
• Direct experience with deposit support or retirement account processing preferred.

Skills & Competencies:

• Advanced knowledge of deposit operations and related regulatory requirements.
• Working knowledge of IRA and HSA operational processing and reporting.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Office (Excel required; ability to build and maintain complex spreadsheets).
• Experience with Cognos or similar reporting tools preferred.
• Strong working knowledge of core banking systems; Jack Henry experience preferred.
• Ability to manage escalated issues independently and exercise sound judgment.
• Strong written, verbal, and interpersonal communication skills.
• Ability to manage multiple priorities and meet deadlines with minimal supervision.
• Ability to support team members.
• Ability to travel to all Bank locations as needed.
• Commitment to continuous learning and professional development.