Assistant Data Operations Manager

SUMMARY OF POSITION:

Responsible for the direct supervision of the Data Operations department in order to efficiently process electronic transactions and bank files while ensuring quality control. Participates with the Deposit Operations Manager in establishing specific goals for the department; determining work procedures, expediting workflows, and internal/external customer servicing. Implements new products, services, and bank/departmental strategies. Ensures the department's compliance with operating policies and procedures, internal controls, and regulatory requirements. Completes periodic reports as assigned and participates in various community events.

KEY ACCOUNTABILITIES:

1. Directly supervises the Data Operations department to efficiently facilitate customers transactional abilities and to ensure quality control as follows:

1. ACH duties performed in a timely manner and in accordance with NACHA rules and regulations.
   
   
   
   1. Handles disputed, originated items rejected/returned and Government Reclamation ACH items.
   2. Provides support for bank's Treasury Management function related to setups, maintenance, collection applications, remote deposit setup / maintenance, deposit verifications, and gathering approvals for limit violations.
   
   
   
   
2. ATM and Debit Card Processing duties performed in accordance with regulatory and merchant processing requirements.
   
   
   
   1. Provides service for debit card orders, card maintenance, rewards programs, and servicing related to promote interchange revenue opportunities.
   2. Monitors ATM settlements, deposit corrections, ADA audits, and new ATM installations.
   3. Oversees disputes for debit cards, P2P, and ATM transactions including customer communications related to resolution within required timeframes.
   4. Conducts fraud monitoring, identifies trends, and implements new fraud rules, as necessary.
   
   
   
   
3. Bank file transmission and processing duties performed within internal and external process parameters to ensure accurate, timely, and successful file transmissions daily.
   
   
   
   1. Processes and transmits to core Federal Reserve cash letters, Remote Deposit Merchant Files, Return files, Office Transaction files daily.
   2. Oversees statement production, file downloads, and other various reports for Deposit & Data Operations.
   3. Ensures fraud and duplicate detection process is in place for successful End of Day Processing.
   
   
   
   
4. Ensures that all activities relating to customer service are performed efficiently and accurately.
   
   
   
   1. Monitors statement and notice rending, online banking and mobile banking support, account maintenance, password and PIN resets, debit card notes such as travel, hot carding, limit increases, etc.
   2. Performs and oversees research and analysis of deposit accounts, transaction research, and online banking profiles for various purposes; takes appropriate action.
   
   
   
   

2. Participates with the Deposit Operations Manager in establishing specific goals for the department; implements strategies to achieve these goals; implements new products and services related to transaction processing and servicing.

3. Determines work procedures and expediates workflow while working closely with Retail Operations, Deposit Operations, Treasury Management, Security, and Technology Services.

4. Fulfills audit responsibilities of the department in conjunction with the Deposit Operations Manager.

1. Ensures accurate information, retention and record keeping.
2. Performs or directs any required balancing and reconciling activities relating to data operations functions or general ledger responsibilities.

5. Determines departmental work procedures, prepares work schedules, and expedites workflows to improve departmental and constituent department processing and servicing.

6. Ensures that department personnel adhere to all operating policies and procedures and external regulatory requirements; monitors adherence and takes any corrective action.

7. Directly supervises assigned personnel as follows:

1. Organizes, schedules, and distributes work among assigned personnel.
2. Keeps personnel informed of pertinent policies and procedures; creates an atmosphere in which communication between employees, management, and co-workers, is encouraged.
3. Assists in the selection of new personnel as appropriate.
4. Makes provisions for the proper orientation and training of new personnel; trains new personnel as required.
5. Reviews employee performance at the end of the introductory period and on a regularly scheduled basis thereafter.
6. Consults with Deposit Operations Manager and Human Resources on any matters concerning corrective action procedures relating to employees in direct area of supervision.
7. Makes all employment decisions consistent with the principles of applicable laws prohibiting discrimination.
8. Administers personnel policies and procedures as established by bank policy.
9. Ensures the highest level of customer service standards possible.
10. Performs regular coaching sessions with employees and actively. participates in employee continual development.

8. Communicates with Deposit Operations Manager and interfaces with other department managers and appropriate staff personnel to integrate goals and activities.

9. Provides periodic reports to the Deposit Operations Manager, various committees and other groups as required throughout the bank.

OTHER ASPECTS OF THE POSITION:

10. Is strongly encouraged to participate in various community events to increase the bank's visibility and strengthen relationships with the communities we serve.

11. Keeps up to date with bank communication regarding policy changes, new products and initiatives, personnel changes, etc.

12. Identifies own strengths and developmental areas and sets goals as aligned with supervisor's expectations. Initiates coaching sessions with supervisor to share progress and receive feedback towards goals.

13. Communicates expectations and identifies key gaps in the behavior of direct reports. Develops plans to address performance gaps using effective formal and informal coaching as outlined by F&M Trust's coaching certification principles.

14. Follows corporate policy and upholds bank standards in accordance with the bank's Code of Business Ethics and Conduct.

15. Performs duties in a manner that ensures bank compliance with all applicable state and federal laws.

16. Performs other related duties as assigned or directed.

REQUIRED EDUCATION:

A high school diploma or equivalent; specialized banking education and training.

REQUIRED EXPERIENCE:

A minimum of five (5) years' experience in related positions. Previous experience with personal computers, Word and Excel software and office equipment is also required.

REQUIRED SKILLS:

Must possess broad knowledge of bank electronic banking systems; online banking, mobile banking, debit card processing, and ACH transaction monitoring; and a working knowledge of banking operations that impact the data operations functions. Crossing training amongst the department roles is a must have. Also required are effective communication skills; well-developed interpersonal skills (with service orientation); demonstrated supervisory and leadership skills (with the ability to effectively facilitate and manage change); and above-average organizational, project management and analytical skills. Must have the ability to deal tactfully and efficiently with fellow bank employees and customers. Must be able to work at a pace that ensures that established deadlines are met. A valid driver's license is required.

SUPERVISORY RESPONSIBILITIES:

Data Operations Specialist I, II, III, & IV

Electronic Banking Customer Support Specialist I, II, & III