Payments & Deposit Operations Representative II (US)

Work Location: Mount Laurel, New Jersey, United States of America. Full-time schedule: Monday–Friday, 8:30 AM–5:00 PM EST.

About the role

The Payments & Deposit Operations Representative II processes levies and handles incoming customer-service calls related to levies, abandoned property, or research. The role operates within generally defined guidelines, completing multi-step transactions across several systems and applications. Decision-making authority is low to moderate, with issues resolved or escalated as needed. Work focuses on daily, weekly, and monthly routine activities, requiring working knowledge of the business unit, operational functions, and relevant regulatory requirements.

Responsibilities

• Execute transactions accurately, on time, and in line with established guidelines and Service Level Agreements (SLAs).
• Refer or escalate processing or operational issues based on a solid understanding of the issue, connecting with appropriate functions to facilitate resolution while maintaining service quality.
• Identify opportunities to improve service delivery and support partners with incoming transactions, validating information as needed.
• Interact with partners, colleagues, and customers by responding to requests effectively and timely, using strong relationship skills.
• Complete assigned workload to meet SLA requirements for service and productivity.
• Understand internal and industry regulations, remain informed of emerging issues, and apply appropriate due diligence in adherence with operating policies and procedures.
• Exercise discretion in managing correspondence, information, and confidentiality; escalate issues where appropriate.
• Support the timely and accurate completion of business processes, including recording transactions for the organization or clients.
• Actively review internal processes and provide ideas for improvement.
• Investigate and escalate non-standard or high-risk activities as appropriate.
• Adhere to enterprise frameworks and methodologies related to operations activities (e.g., Anti-Money Laundering, Business Continuity Management).
• Participate fully as a team member, promoting team effectiveness and contributing to a positive work environment.
• Build operations knowledge, think critically about processes, and share ideas for improvement.
• Participate in personal performance management, development activities, and cross-training within the team.
• Keep others informed about relevant or useful information related to day-to-day activities.
• Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
• Act as a brand ambassador for the function and the bank, both internally and externally.

Requirements

• High school diploma or equivalent.
• Working-level knowledge of the business unit and operational functions, including regulatory issues and requirements for supported jurisdictions.

Physical Requirements

• Never (0%): International travel, lifting/carrying over 25 lbs., kneeling, crawling, climbing, reaching overhead, pushing, pulling, twisting.
• Occasional (1-33%): Domestic travel, responding quickly to sounds, standing, walking, moving safely in confined spaces, lifting/carrying under 25 lbs., squatting, bending, reaching forward.
• Frequent (34-66%): N/A
• Continuous (67-100%): Performing sedentary work, performing multiple tasks, operating standard office equipment, sitting, concentrating for long periods, applying common sense to standardized problems, reading/writing/comprehending instructions, adding/subtracting/multiplying/dividing.

Pay

Base pay range: $22.50 – $32.50 USD per hour. The base pay offered may vary based on skills, experience, job-related knowledge, geographic location, and other business and organizational needs.

Benefits

• Competitive base salary and variable compensation/incentive awards (e.g., cash and/or equity incentives).
• Health and well-being benefits.
• Savings and retirement programs.
• Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO.
• Banking benefits and discounts.
• Career development and reward/recognition programs.
• Training and onboarding sessions.
• Regular career and development conversations with managers.
• Access to an online learning platform and mentoring programs.