Deposit Operations - Quality Control Supervisor

At Dedham Savings, we believe that being here for the journey means supporting our clients in a friendly and professional manner every day. While our employees are committed to helping our clients, we are committed to our employees. After all, we wouldn't have made it nearly 200 years as a local neighborhood bank without them! To support our employees, we offer a competitive benefits package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare, Retirement, Life Insurance, and many other benefits. PURPOSE The Deposit Operations - QC Supervisor is responsible for the accurate and timely processing of assigned tasks related to the Deposit Operations area. This position is in a fast-paced environment with several processing time frames, compliance regulations and daily deadlines. This role conducts a variety of routine daily tasks; reviews reports, prepare correspondence; and participates in special department projects. The Deposit Operations - QC Supervisor provides a full range of customer service-oriented telephone support to both external customers as well as Branch Staff relating to Retirement Products and Deposit Services. This role has responsibility for interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. The Deposit Operations - QC Supervisor is expected to assist in the development and growth of assigned department staff through excellent communication skills, both verbal and written, along with strong delegation skills, assuring a highly cross-trained staff. ESSENTIAL DUTIES AND RESPONSIBILITIES Provide support to all areas of the department as directed or where service or assistance is needed; demonstrate superior customer service with appropriate follow-through with involved customers and employees. Attachments & Summons review, management, and remittance in accordance with state and federal guidelines. Maintain files and records using the bank's image solution system. Managing Deposit Operations Record Retention . This includes monitoring retention, storage locations, destruction and creating documentation according to requirements. Oversee the Political Campaign Reporting to the Office of Campaign and Finance. Ensure that reporting campaign funds for Local and State Candidates is completed according to reporting rules Abandoned Property Management and Research. Final reporting of accounts to the Commonwealth of Massachusetts Supervise and manage varying Quality Control processes in accordance with established rules and procedures. Three direct reports. Provide a full range of retirement customer service to both internal and external customers. Assist in special projects and tasks for the department as directed. Download all retirement reports daily, review maintenance reports and account for offsets, verify offset to report, research discrepancies and errors, determine appropriate steps for correction, submit correction for processing. Download other assigned reports, review maintenance reports, account for offsets, verify offset to report, research discrepancies and errors, determine appropriate steps for correction, submit correction for processing. Approve Trustee Transfer transactions, to ensure documentation is accurate prior to processing. Adhere to the Bank's privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information. Proactively cross-train in all areas of the department, as directed. Requirements QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty 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. Associate degree or 3 years relevant banking experience Proven management, customer service, and problem-solving skills. Proficient with Microsoft Office including Outlook, Word, Excel, and Access Familiar with FIS Contact Center SRM and CMSE Problem solving and analytical skills Ability and desire to multi-task, prioritize, meet deadlines, and work in a fast-paced environment Strong oral and written communication skills Detail oriented Demonstrate initiative and resourcefulness Knowledge of general banking regulations Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position operates in a general office environment and requires frequent and continuous use of a personal computer, a telephone, and a headset. The job requires sitting for an extended period. The pace of incoming calls is often continuous. A Contact Center Representative may handle an average of 100 calls in an eight (8) hour day. While performing the duties of this Job, the employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. Work Environment The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Dedham Savings is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws. Dedham Savings strives to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Dedham Savings and the communities we support. EOE/F/M/Vet/Disabled Salary Description $25.00 - $27.00 per hour

Created: 2024-11-05