POSITION DESCRIPTION

POSITION/ TITLE: Deposit Operations Director
DEPARTMENT: Deposit Operations
CLASSIFICATION: Exempt

REPORTING RELATIONSHIP

POSITION REPORTS TO: SVP & Chief Information Officer
POSITION SUPERVISED: Deposit Operations Staff & Couriers

POSITION SUMMARY

This position is responsible for the overall performance of the Deposit Operations department as well as the couriers.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Monitors the productivity and daily functions of the Deposit Operations staff to ensure compliance with Bank policies and regulatory requirements, and to maximize operational efficiencies and operational excellence.
• Manage processes, operational, legal, and regulatory risk for deposit operations functions which include but not limited to: Reg CC, Red D, Reg E, Truth in savings, NACHA, etc., Teller balancing/outages, IRA/HSA Contributions/Distributions, Payment Decisions, Reconcilements, Charge-offs, Positive Pay and Dormant accounts.
• Provides support, assistance and backup to all deposit operation functions including, but not limited to; ACH processing (NACHA compliance & fraud), Debit Card Program (fraud, returns, balancing and card ordering), Check Fraud (forgeries & large dollar items), Mobile Deposit Review & processing, Manage Overdraft Program, Manage Fresh Start Program, Items Processing (cash letter, statements, unposted & returns).
• Responsible for receiving and processing all legal process documents served to the Bank including levies, subpoenas, garnishments, etc.
• Responsible for fraud monitoring and monitoring of employee accounts.
• Completes all user access reviews for all Deposit Operations systems.
• Staying abreast of relevant rules/regulations as it pertains to fiduciary compliance.
• Ensures policies and procedures are maintained and kept current for department and related activities. Able to write policies & procedures as needed.
• Verifies and provides all new account opening and changes and provides support to
  branch personnel.
• Prepares and administers annual reviews for staff
• Prepares monthly board reports
• Administer the core platform as related to deposit products
• Balance various internal accounts
• Prepare items for Audits (operations, compliance, NACHA, year-end-accounting)
• Oversee and coordinate courier runs

EDUCATION &/OR EXPERIENCE

• High School Diploma / GED Equivalent.
• Knowledge of BSA/AML regulations, working experience preferred
• Familiarity with bank operations in general
• Self-motivated, dependable, adaptable and detail-oriented individual with analytical, writing and organizational skills required as well as good time management
• Ability to write basic business reports and correspondence
• Basic computer skills (spreadsheet and word processing); knowledge of and ability to use internal bank systems
• Ability to interact professionally with all levels within the Bank
• Must be an independent worker and self-starter requiring minimal supervision

KNOWLEDGE/SKILLS/ABILITIES/TRAINING/SYSTEMS

• Knowledge of State and Federal regulations affecting deposit accounts
• Knowledge of fiduciary compliance regulations for a billion-dollar bank
• Knowledge of Jack Henry product suites preferred
• Supervisory or management of direct reports experience required
• Must possess accurate typing, spelling, and grammar skills as well as superior written and
  oral communication skills.
• Must possess the ability to set priorities, manage and multi-task and meet deadlines.
• Must be well organized, detail oriented.
• Must be able to make sound decisions based on facts within authority level.
• Must have a thorough knowledge of Office Suite

EDUCATION & EXPERIENCE

• Eight to Ten years of Bank Operations experience
• Five years of supervisory experience
• Bachelor’s Degree in Business or equivalent work experience

PHYSICAL DEMANDS

• Must be able to sit for long periods of time.
• May be required to travel occasionally.

POSITION DESCRIPTION

POSITION/ TITLE: Loan Operations Specialist
DEPARTMENT: Loan Administration
CLASSIFICATION: Non-exempt

REPORTING RELATIONSHIP

POSITION REPORTS TO: Loan Administration Team Lead & Loan Administration Officer
POSITION SUPERVISED: N/A

POSITION SUMMARY

Process loan payments, answer customer and branch phone calls. Distribute and process numerous daily and month-end reports. Correct loan ticket errors. Process floor plan payments and draws and report same. Pay numerous bills as they relate to loans, i.e. flood, tax service, escrow monitoring and calculations, escrow payments, legal fees, etc. Process paid out loans.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Process mail-in loan payments
• Separate, distribute and process numerous loan reports.
• Prepare regulatory and board reports.
• Prepare Satisfaction of mortgage, lien releases, etc., prepare check and record documents.
• Separate paid-out loans, sending customer cancelled notes and satisfied liens.
• Verify loan input on loans to assure accuracy.
• Balance General Ledger Accounts
• Following up on outstanding recorded documents, liens, title policies, insurance, etc.
• Prepare HMDA reports utilizing Excel spreadsheets and input into HMDA software.
• Research and respond to customer credit disputes utilizing eOscar.
• Pull loan and credit files for shipping to lenders.
  File numerous documents in loan and credit files.

EDUCATION &/OR EXPERIENCE

• High School Diploma / GED Equivalent.
• Knowledge of BSA/AML regulations, working experience preferred
• Familiarity with bank operations in general
• Self-motivated, dependable, adaptable and detail-oriented individual with analytical, writing and organizational skills required as well as good time management
• Ability to write basic business reports and correspondence
• Basic computer skills (spreadsheet and word processing); knowledge of and ability to use internal bank systems
• Ability to interact professionally with all levels within the Bank
• Must be an independent worker and self-starter requiring minimal supervision

OTHER SKILLS/QUALIFICATIONS

• Knowledge in various software systems, i.e. Laserpro, Bankway, Word, Excel.
• Know how to operate and work with email and attachments, Internet, fax, phone, calculator, typewriter
• Knowledge of Loan Regulatory Compliance Regulations
• Typing, filing

EDUCATION &/OR EXPERIENCE

• High school diploma or GED (General Education Degree) required
• Computer literacy preferred. Knowledge of Word, Laserpro, Bankway & Excel a plus

QUALIFICATIONS

• Must possess basic language skills to write and speak clearly, effectively, and appropriately to business standards.
• Must be well organized, accurate, and attentive to details.
• Must be cooperative and willing to assist others.
• Must be able to deal with stressful situations.
• Must be able to multi-task.
• Position may require the ability to work before or after normal business hours to attend various employee meetings, training sessions, and community events supported by the Bank

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to walk and reach with hands and arms. This employee is also required to sit at a personal computer for extended periods of time. He/she is occasionally required to climb or balance, stoop, kneel, crouch or crawl. The employee must also be able to lift and move up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Saturday’s are not a scheduled workday however, circumstances on occasion may arise which may require
Saturday work, advanced notice will be given should that occasion arise. Must be accustomed to professional, business office environment in manner and dress. Must demonstrate excellent human relations skills with customers and bank associates.

COMPLIANCE WITH REGULATORY REQUIREMENTS

Each associate is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable programs, policies, and procedures. When an associate has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies, and procedures.

POSITION DESCRIPTION

POSITION/ TITLE: Help Desk Technician
DEPARTMENT: Information Systems and Technology
CLASSIFICATION: Non-exempt

REPORTING RELATIONSHIP

POSITION REPORTS TO: Network Manager
POSITION SUPERVISED: N/A

POSITION SUMMARY

The position will provide first-level support for Information Technology infrastructure and related bank equipment.  The technician will be the first point of contact for internal bank clientele and will provide triage, critical analysis, and escalation of reported incidents.  This position is based out of the corporate office in Lake Wales, Florida and receives direction from the Network Manager.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Integrating with the Information Technology team.
• Providing excellent customer service.
• Answering service calls and ticket submissions.
• Documenting and tracking incidents to facilitate a timely resolution and updating knowledge articles.
• Escalating incidents to the appropriate Information Technology team members.
• Oversee the inventory of branch peripheral equipment.
• Assist with troubleshooting client connectivity and login issues including but not limited to network connectivity, web access, and email connectivity.
• Assist with installing, troubleshooting, and repairing PC hardware and related peripherals.
• Assist with installing and troubleshooting PC software including applications specific to the bank.
• Other duties and responsibilities may be added at the Network Manager’s discretion.

EDUCATION &/OR EXPERIENCE

Required

• High school diploma or equivalent.
• Computer hardware (A+ certification or equivalent experience).

Preferred

• Associates degree in a related field.
• Microsoft Enterprise Desktop Support Technician.
• 1-2 years minimum Help Desk or Information Technology support experience.

PHYSICAL DEMANDS

Must be able to lift and handle equipment of up to 50lbs. Must be able to do sedentary work.  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Professional environment working minimum 40 hours per week; Must be accustomed to professional, business office environment in manner and dress; Must demonstrate excellent human relations skills with customers and bank employees.

COMPLIANCE WITH REGULATORY REQUIREMENTS

Each employee is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable Citizens Bank & Trust programs, policies and procedures. When an employee has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures.