Job Summary The Operations Associate is responsible for supporting Disputes, Customer Services, and Centralized Fulfilment processes. The role includes investigation and resolution of debit card disputes, processing account maintenance requests, updating customer and account information, handling fulfilment activities, and ensuring adherence to established procedures and service standards.
Key Responsibilities
Disputes - Regulation E
Investigation and resolution of disputes for BANK's debit card products
Customer Services
Processing account information and account maintenance requests originating at other BANK segments (i.e., Branches, Customer Care Centre, Treasury Management, etc.)
Vendor's responsibilities shall include updating customer titles and account maintenance receipt of W9 & W-8NRA forms and application of tax certification codes
Combing of duplicate customer records
Indexing of signature cards for DDA/SAV accounts
Certificate of Deposits (CDs) processing
Updating credit card demographics
Decedent processing (date of death balance requests and PA inheritance tax filing)
1098/1099 interest corrections
Duplicate, dispute research, statement requests, and Reg D inquiries
Centralized Fulfilment
Services consist of queue-based processing of fulfilment and returned mail transactions in accordance with BANK-owned Standard Operating Procedures
Performed within the systems, queues, and workflow tools designated by BANK
Requirements Required Skills & Competencies
Robust attention to detail
Ability to work within established procedures and service standards
Effective organizational and time management skills
Ability to manage multiple tasks in a queue-based processing workplace
Understanding of banking operations and customer service processes
Ability to work with operational systems, workflows, and designated processing tools