The Operations Specialist is responsible for responding promptly to customer inquiries in our call center and completing a variety of administrative duties including reconciling and balancing various accounts. This position will also be cross trained to perform the tasks associated with proof operator, document imaging review, check printing, new account system specialist, bookkeeping, computer room, and cash management. This position works in the customer support center that is a fast-paced environment with multiple interruptions.

Levels:

Operations Specialist I, II, III, IV, and IV

Employees may advance to higher levels with years of experience in tasks’ functions and successful completion of training and development requirements as stated in the career ladder and fully meeting performance expectations.

Essential Duties:

• Answers telephone calls promptly and professionally while providing quality customer service to assist customers.
• Sets up on-line banking accounts as necessary.
• Orders ATM cards and maintains cards to include increasing daily limits and deactivates card when necessary.
• Prepares and mails customers’ bank statements monthly.
• Reconciles and processes Unposted, Stop Suspect, and Overdraft reports according to proper procedures daily.
• Mails overdraft and other notices daily.
• Completes and mails chargeback notices daily.
• Completes ACH Affidavit forms and returns ACH items daily.
• Enters wire transfers, cash orders, and large return items through Community Banker’s Bank daily.
• Balances official check accounts weekly.
• Operates check imaging system working with backup tapes and working with multiple servers to maintain processing and to close out bank processing at end of the day daily.
• Compares check imaging system report totals to AS400 reports to verify that Bank is in balance daily.
• Transfers data from check imaging system to AS400 daily.
• Balances proof daily.
• Balances Check 21 export and import files daily.
• Backs up work processed through check imaging system daily.
• Maintains regular, reliable attendance.

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Other Duties:

This job description is not designed to be an exhaustive list of duties. Duties, responsibilities, and activities may

change at any time with or without notice.

Bank wide Expectations:

• Stays current, maintains knowledge of, and complies with all F & M products and services and policies and procedures.
• Maintains organized files and a neat and orderly work area and secures all negotiable and/or confidential records.
• Protects the bank's and customers' information; knowledge of customers and their relationship with the Bank must be kept in absolute confidence.
• Displays a positive, cooperative spirit; professionalism; and a responsible attitude to staff and customers always.
• Leads by example while being a team player.
• Participates in Bank-sponsored and other community/civic events as schedule allows.
• Represents F & M Bank professionally and courteously while in contact with the public either in

person or by telephone.

• Pursues personal development opportunities to improve knowledge as it relates to position, compliance, and the bank in general.

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, skills, and/or abilities required.

Knowledge, Skills, and Abilities

• Has a working knowledge of on-line banking, mobile banking, telephone banking, and ATM transactions to effectively assist customers with questions and concerns or has the ability to learn these systems/processes.
• Possess effective computer, calculator, and typing skills.
• Excellent interpersonal, telephone, and communication skills.
• Possess exceptional customer service skills.
• Proficient computer keyboarding skills.
• Ability to use Microsoft Office Word, Excel, and Outlook.
• Ability to multitask and work efficiently and accurately in an atmosphere of frequent interruptions.
• Ability to concentrate for extended periods of time with attention to detail.
• Ability to work independently and in a team environment with minimum supervision
• Ability to receive and follow instructions.

Education and/or Experience (Required and Preferred)

• High school diploma or equivalent and,
• A minimum of one-year banking or related experience.

(These are the minimum requirements for a level I Specialist; other minimum requirements for Levels II, III, and IV are as defined in the career ladder)

Physical and Mental Demands:

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.

• The employee regularly sits and uses hands to finger, handle, or feel objects, tools, or controls.
• The employee frequently is required to talk or hear.
• The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, or crouch.
• The employee must regularly lift and/or move up to 10 pounds and may occasionally lift up to 30 pounds.
• Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• The Customer Support Center is a fast-paced environment with multiple interruptions.
• Work is primarily performed in an office setting where the noise level is usually moderate.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets,

and fax machines.

Position Type/Hours:

This is a non-exempt position working Monday – Thursday, 8:30 a.m. – 5 p.m. and Friday, 8:30 a.m. – 5:30 p.m.

with overtime as necessary.

Saturday rotation.