Payments & Deposit Operations Representative I (US)

About the role

Line of Business: Personal & Commercial Banking. The Payments & Deposit Operations Representative I provides a broad range of operational support and performs general to specialized transactions and/or other processing activities for the Operations function.

Responsibilities

• Works within well-defined guidelines, accountable for completing routine transactions or repetitive processes within standardized framework and generally with limited financial impact.
• Completes standard transactions using a limited number of systems and/or applications.
• Executes through a prescribed, established or documented set of parameters/procedures.
• Limited to low decision-making authority.
• Identifies issues and escalates internally; typically addressing routine requests requiring minimal discretion.
• Limited or first level (initial) interaction with internal partners.
• Focus of work is on the completion of day-to-day processes or activities however may include weekly or monthly routine activities.
• Requires entry or working level knowledge of processes/procedures.
• Executes transactions accurately, on time and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs).
• Refers or escalates processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function/partner to facilitate resolution and ensures that service quality is maintained.
• Identifies opportunities to improve service delivery.
• Supports partners with incoming transactions, validating information as needed to perform adjustments within authority levels.
• Interacts with partners by responding to requests in an effective and timely manner.
• Uses effective relationship skills when communicating with partners/colleagues/customers.
• Completes assigned workload to meet SLA requirements for service and productivity.
• Understands and applies operating policies and procedures.
• Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate.
• Supports the timely and accurate completion of business processes and procedures.
• Escalates non-standard or high-risk activities as necessary.
• Supports and participates in process improvement opportunities.
• Ensures necessary due diligence to support the accuracy of all transactions/activities.
• Be knowledgeable of and complies with Bank Code of Conduct.
• Participates fully as a member of the team, promotes team effectiveness and contributes to a positive work environment.
• Supports the team by actively building operations knowledge, think critically about processes and opportunities for improvement, and shares ideas.
• Participates in personal performance management and development activities, including cross training within own team.
• Keeps others informed and up to date about all relevant or useful information related to day-to-day activities.
• Contributes to a fair, positive and equitable environment that supports a diverse workforce.
• Acts as a brand ambassador for function and the bank, both internally and/or externally.

Physical Requirements (percentage of time):
Domestic Travel – Occasional (1-33%); International Travel – Never;
Performing sedentary work – Continuous (67-100%); Performing multiple tasks – Continuous;