Central Services Utility Specialist

Job Summary

The Central Services Utility Specialist (CSUS) plays a crucial role in supporting the daily operations of the Central Service Department, ensuring that exceptional service is consistently delivered to both our clients and internal departments. This role provides direct support to the VP/Operations Manager in enhancing operational processes and improving overall efficiency. The CSUS is expected to collaborate effectively across the organization, build strong relationships, and engage with individuals at all levels, both internally and externally. The position requires strong teamwork, excellent time management skills, and the ability to adapt to changing business needs. Additionally, the CSUS is responsible for maintaining processes that optimize operational efficiency, ensure proper internal controls, and support the department in achieving its strategic objectives.

Essential Job Duties

• Provide operational support to the Central Services Department and other areas of the bank, including Finance, Branches, Loan Servicing, Deposits Team, BSA, and Compliance.
• Ensure that the day-to-day responsibilities and deadlines are met consistently.
• Assist the manager in maintaining a high level of customer service to both clients and internal departments.
• Assist the manager with the internal and external audits.
• Provide coaching, mentoring, and motivation to the team members to support performance and development.
• Assist with the development, coordination, and implementation of cross-functional projects that may involve software upgrades, equipment installations, and changes in business processes, etc.
• Maintain a thorough understanding of policies, procedures, and technology to perform all required tasks and processes effectively.
• Support department policies, procedural updates, and implementation efforts.
• Participates in assuring quality control related to audits and certifications.
• Support all bank departments in resolving operational inquiries and providing staff assistance as needed.
• Identify and assist with solutions that optimize daily productivity and operational efficiency.
• Research, clarify, and resolve routine to complex operational issues across multiple processes, including but are not limited to system issues, inventory management, customer transactions, accounting, and settlement activity.
• Develop and maintain effective relationships with internal and external stakeholders, while successfully managing multiple priorities.
• Perform all technical operational areas:
  • NSF and Returned Items
  • Non-Posted Items
  • Stop payments & Stop Payment Reports
  • Currency Transaction Reporting (CTR’s)
  • ATM Duties
  • Federal Reserve Bank (FRB) Adjustment
  • FRB Chargebacks & Returns
  • Incoming/Outgoing Collections
  • Incoming and Outgoing Wires
  • Handle research requests from all bank departments
  • Knowledge of the Federal Reserve Bank statement entries/postings
  • Handling of death notifications for account holders
  • Handling Legal process requests
  • Department Monthly Certifications
  • Balancing of General Ledger (GL) and Bancontrol accounts
  • ACH Returns and Notifications of Changes (NOC)
  • Armored Cash Processing and Balancing
  • Dormant Accounts and Escheatment’s
  • IOLTA Accounts Monthly Reporting
  • Review of Large Transaction Report(s)
  • Maintain sufficient knowledge of all Cash Management products, including but not limited to Remote Deposit Capture (RDC), Remote Deposit Anywhere, Online Wires, Account Analysis, ACH Origination, Positive Pay, etc., and provide operational support to the Cash Management Department as needed.
  • Provide expert support for Online Banking, Mobile Banking, Bill Pay, External Transfers, Debit Card services, and other related Cash Management Products.
  • Handle inbound and outbound client calls to provide timely assistance and support.
  • Manage the department email inbox and online communications, ensuring inquiries from internal teams, third parties, and clients are addressed promptly.
  • Provide operational support to internal staff, assisting with processes, questions, and issue resolution.
• Perform other job duties and responsibilities as assigned.

Core Competencies

Adaptability & Accountability: Demonstrates the ability to adapt effectively to changes in the work environment, successfully manages competing priorities, accepts constructive feedback, modifies approach or methods as needed to achieve the best outcome, and takes responsibility for personal actions.

Attendance & Punctuality: Schedules time off in advance, consistently begins working on time, maintains attendance within established guidelines, ensures work responsibilities are covered during absences, and arrives promptly at meetings and appointments.

Analytical Skills: Effectively synthesize complex or diverse information, collects and researches data when necessary, identifies relationships within data, develops efficient workflows and procedures, analyzes assigned tasks, resources, and processes to prioritize projects and meet deadlines and requirements.

Communication: Clearly and effectively communicate ideas and thoughts both verbally and in written form, exhibits strong listening and comprehension skills, responds appropriately to questions, produces clear and informative written work, edits work for spelling and grammar, and presents numerical data accurately and effectively.

Judgment: Demonstrate the ability to make timely decisions using sound and accurate judgment, exhibit the ability to provide support and clearly explain reasoning behind decisions, includes appropriate people in the decision-making process, takes responsibility for communication and outcomes, and seeks assistance when needed.

Teamwork / Morale: Treats others with respect and professionalism, welcomes and provides constructive feedback, inspires the trust of others, demonstrates tact and consideration, displays positive outlook and professional demeanor, offers assistance and support to colleagues, works cooperatively in team environments. Engages consistently in professional behavior.

Business Ethics: Conducts all works with integrity and ethical standards, upholds organizational values, and adheres to all written policies.

Compliance: Within specified functional area of authority, remains personally accountable for understanding and ensuring regulatory and policy compliance with state and federal requirements, including but not limited to, all applicable consumer protection laws and regulations governing financial institutions, the Bank’s Bank Secrecy Act / Anti-Money Laundering and OFAC (BSA/AML/OFAC) in accordance with his/her respective job duties and responsibilities.

Confidentiality: Maintains a high degree of confidentiality at all times. When transmitting confidential electronic communications outside the internal Bank network, use [Secure] in the subject line.

Organization: Maintains an organized and efficient workflow to consistently meet daily/weekly/monthly deadlines.

Job Qualifications

Must be able to perform all the essential duties of the position satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or some college preferred.
• 3-5 years of Operational banking experience.
• Experience with Jack Henry System and core banking preferred.
• 2 years’ experience in a regulatory environment dedicated to Compliance and BSA.
• 2-3 years’ management/supervising experience.

Computer & Software Skills

• Must have foundational computer skills, including Microsoft Office Suite (Outlook email and calendaring) and the Internet

Travel

• Occasional local travel

Additional Information:

Min: $75,000 Max: $90,000/annually