APAC Technical Support Leader responsible for leading technical support across Asia Pacific region. Driving improvements and managing escalations to enhance customer satisfaction.
About the role
- Deposit Operations Support Analyst responsible for managing legal requests and providing customer support. Handling various operational tasks to ensure compliance and customer satisfaction within the bank.
Responsibilities
- Accountable for confidentiality and expert handling of Bank’s legal/court orders (i.e., subpoenas, summons, garnishments, freezes, liens, etc.)
- Reinforce quality control/quality assurance tasks related to department
- Provide customer service support for Level II customer contact calls and supporting internal customers
- Examine and record maintenance changes for the bank and parameter changes for the department
- Complete maintenance requests for the department and maintain a high level of confidentiality with access to employee accounts
- Primary for handling Bank’s legal requests and court orders
- Provide primary support to review and complete Verification of Deposit (VOD)
- Review and clear GL settlement outages
- Strengthen the Bank’s core system with data uniformity verification
- Secure appropriate approvals on all exception items and maintain organized recordkeeping and email documentation
- Mentor new and current employees
- Review daily management reports in imaging system with required annotations
- Verify CD, IRA, DDA, Safe Deposit, and Savings accounts are closed according to proper procedures
- Work with Branch Management, Fraud, Treasury, Teller, Card, and Payments Operations, Audit Department, New Account Administration, and upper management
Requirements
- 3+ years in bank operations
- Working knowledge of Unclaimed Property Laws related to banking and escheatment process
- Working knowledge of Regulation D, Regulation DD, Regulation E (Overdraft Privilege Guidelines), and Regulation CC
- Knowledgeable in the areas of CD’s, IRA’s, SDB, and Comptroller laws for state escheatment
- Working knowledge of financial services operational litigation laws pertaining to court orders and legal requests for customers
- Experience in providing customer support via phone
- High School Diploma or equivalent
- Experience in professional customer service environments
Benefits
- Excellent computer literacy in all Microsoft Programs (Outlook, PowerPoint, Word, and Excel)
- Proficiency in Adobe and Acrobat
- Experience with the Internet, search engines, browsers, VPN, and general PC connectivity
- Experience with smart device(s), dual monitors, copier, fax, scanner, phone system, printers, calculators, telephone headsets, and other electronic devices
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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