Specialty Markets Service Representative

Description

GENERAL DESCRIPTION:

The Public Funds & Specialty Deposits Representative is responsible for providing exceptional customer service and operational support for the bank's public funds and specialty deposit relationships. This position serves as a primary point of contact for customers and internal employees regarding account maintenance, funding requests, reciprocal deposit programs, account documentation, statement inquiries, and other operational activities related to public funds and specialty deposit relationships.

The ideal Public Funds & Specialty Deposits Representative will be engaging and enjoy working directly with customers. They will be detail oriented, well-organized, dependable and open and eager to learn new things. They will enjoy problem-solving and finding solutions to customer-related issues and operational processes. They will be exceptional at customer follow-ups and enjoy working as part of a team on a wide array of products, services and projects to support client satisfaction and operational excellence.

This position plays an important role in supporting municipalities, counties, school districts, utility districts, and other specialty deposit customers while helping ensure the accuracy, timeliness, and effectiveness of the bank's public funds and reciprocal deposit operations.

ESSENTIAL FUNCTIONS OF JOB:

Customer Service & Relationship Support Activities:

1. Serve as a primary point of contact for public funds and specialty deposit customers regarding account questions, statement

requests, funding requests, and general account servicing needs.

2. Respond to customer inquiries in a timely, professional, and accurate manner.

3. Assist customers with account research, statement requests, account maintenance requests, and related service needs.

4. Maintain strong working relationships with customer contacts including finance directors, treasurers, controllers, and other public funds representatives.

5. Coordinate customer requests with internal departments to ensure timely resolution and follow-up.

6. Support customer onboarding and ongoing servicing efforts related to public funds and specialty deposit relationships.

Account Administration Activities:

7. Open, maintain, and close customer accounts within the bank's core system.

8. Process account maintenance requests and ensure all required documentation is obtained and retained.

9. Prepare and maintain account documentation and customer records.

10. Assist with account titling, ownership changes, signer changes, and related account maintenance activities.

11. Coordinate account setup and maintenance activities with internal departments and relationship managers.

12. Ensure account records are maintained accurately and in accordance with bank procedures.

Reciprocal Deposit Program Activities:

13. Open, maintain, and close accounts within reciprocal deposit platforms including IntraFi and ModernFi (or successor platforms).

14. Process funding requests, withdrawal requests, and account maintenance activities within reciprocal deposit systems.

15. Coordinate maturity instructions and account servicing activities related to reciprocal deposit products.

16. Serve as a liaison between the bank and reciprocal deposit program vendors regarding customer servicing and operational

requests.

17. Assist with customer questions related to reciprocal deposit products and services.

18. Maintain a working knowledge of reciprocal deposit programs and related operational procedures.

Operational Support Activities:

19. Prepare and distribute monthly statements, reports, and customer correspondence.

20. Assist with preparation of public funds and specialty deposit reporting.

21. Maintain organized electronic files, customer records, tracking logs, and operational documentation.

22. Assist with procedure updates and documentation maintenance.

23. Support special projects related to public funds, specialty deposits, and reciprocal deposit programs.

24. Assist with process improvement efforts designed to improve customer service and operational efficiency.

25. Coordinate activities with Treasury Management, Deposit Operations, Branch Administration, and other internal departments.

Administrative Activities:

26. Participate in departmental meetings, training activities, and continuing education opportunities.

27. Maintain knowledge of bank products, services, operational procedures, and applicable regulations.

28. Perform all other duties as required and assigned by Manager.

Requirements

REQUIRED SKILLS:

1. Must be proficient with 10-key (by touch); alpha/numeric data entry; spreadsheets, word processing, basic typing and excellent PC skills.

2. COMMUNICATION SKILLS: Ability to read, analyze and understand general business- and company-related articles and

professional journals; ability to speak effectively before groups of customers and/or employees. Must possess excellent

interpersonal and customer service skills.

3. MATHEMATICAL SKILLS: Ability to calculate figures & amounts such as discounts, interest, commissions, proportions,

percentages, area, circumference & volume; ability to apply concepts such as fractions, ratios & proportions to practical situations.

4. CRITICAL THINKING SKILLS: Ability to solve practical problems and deal with a variety of known variables in situations where only

limited standardization exists; ability to utilize common sense understanding in order to carry out written, oral or diagrammed

instructions; ability to deal with problems involving several known variables in situation of a routine nature.

5. SUPERVISION RECEIVED: Under general supervision where standard practice enables the employee to proceed alone on routine

work, referring any questionable cases or issues to direct supervisor.

6. PLANNING: Considerable responsibility with regard to general assignments in planning time, method, manner and/or sequence of performance of own work; may also occasionally assist in the planning of work assignments performed by others within a limited area of operation. Must possess excellent organizational skills and attention to detail.

7. DECISION-MAKING: Performs work operations which permit frequent opportunity for decision-making of minor importance and also frequent opportunity for decision-making of major importance, either of which would affect the work operations of medium

organizational component and the organization’s clientele.

8. MENTAL DEMAND: Very close mental demand; operations requiring very close and continuous attention for control of operation

requiring a high degree of coordination or immediate response; intermittent direct thinking to determine or select the most applicable way of handling situations regarding the company’s administration and operations; also determine or select material and equipment where highly variable sequences are involved. Must be able to work effectively while multi-tasking in a high volume environment.

9. ANALYTICAL ABILITY / PROBLEM-SOLVING: Moderately structured; fairly broad activities using moderately structured procedures

with only generally guided supervision; High order of analytical, interpretative and/or constructive thinking in varied situations. Ability to learn new products and services and apply that knowledge.

10. PUBLIC CONTACT: Regular contact with patrons where initiated by employee; involves furnishing and obtaining information and

attempting to influence the decisions of those persons contacted; contacts of considerable importance that failure to exercise proper judgment may result in important tangible or intangible losses to company.

11. EMPLOYEE CONTACT: Regular contact with co-workers within the department, office or enterprise, which will require coordination of efforts generally in the normal course of performing duties; requires tact in discussing problems, presenting data and making

recommendations.

12. ACCURACY: Probable errors of