Position Summary

The Deposit Operations Specialist supports deposit operations and assists with customer and staff inquiries related to deposit accounts, digital banking, ACH, wires, debit cards, and other operational functions. This position places special emphasis on researching, organizing, and documenting fraud-related activity to support resolution, loss mitigation, account protection, and appropriate escalation.

Essential Duties and Responsibilities

1. Provide professional, courteous, and accurate support to customers and staff in person, by phone, and through electronic service channels.
2. Communicate and explain deposit account products, account terms, digital banking services, and department procedures in a clear and professional manner.
3. Listen carefully to customer and employee concerns, research issues, recommend appropriate solutions, and escalate matters when needed.
4. Support Online Banking, Bill Pay, Mobile Banking, Mobile Deposit, eStatement, debit card, ATM, and other digital banking inquiries, messages, enrollment support, disputes, and issue resolution.
5. Process and support non-post, NSF, returned item, incoming cash letter, ACH, Fedline, domestic wire, international wire, death notification, reclamation, and related operational items in accordance with Bank procedures.
6. Assist with wire transfer requests, required documentation, callbacks, security procedures, approval requirements, and related operational review as assigned.
7. Process and maintain documentation related to W-8BEN forms, subpoenas, levies, reclamations, and other legal or regulatory account-related requests as assigned.
8. Manage or assist with dormant account processes for deposit accounts, including review, reporting, and preparation or submission of information for unclaimed property as assigned.
9. Investigate suspected or reported fraud involving ACH transactions, checks, debit cards, wire transfers, online banking, mobile deposit, remote deposit capture, and account takeover concerns.
10. Review transaction history, images, logs, account documentation, customer communication, dispute records, and other available information to determine facts surrounding reported or suspected activity.
11. Research ACH disputes, unauthorized activity, returned items, suspicious ACH patterns, and unusual originator or recipient activity.
12. Assist with check fraud matters, including altered, forged, counterfeit, duplicate-presentment, remote deposit, and mobile deposit concerns.
13. Support debit card fraud investigations, including card-present, card-not-present, disputed transactions, compromised card matters, and related claim documentation.
14. Review wire transfer fraud indicators, including social engineering concerns, unauthorized requests, callback discrepancies, account takeover indicators, and unusual beneficiary activity.
15. Research online banking concerns, including suspicious login activity, credential compromise indicators, unauthorized transfers, suspicious digital banking activity, and customer-reported fraud.
16. Prepare concise investigative summaries documenting activity reviewed, key facts, transaction details, timelines, supporting evidence, findings, and recommended operational next steps.
17. Maintain accurate, organized, and auditable case documentation from initial referral through closure or escalation, clearly identifying the source of information reviewed and the basis for recommended action.
18. Escalate high-risk, time-sensitive, repeated, unresolved, or suspicious fraud matters to the appropriate officer, supervisor, department, or BSA Officer when activity may require further review or SAR consideration.
19. Provide the BSA Officer with complete investigative packets, including transaction details, timelines, customer statements when applicable, supporting documents, internal notes, and follow-up research as requested.
20. Support department workflow, monitoring, reporting, new products or programs, operational projects, and cross-department coordination as assigned.
21. Comply with all applicable laws, regulations, Ozona Bank policies, procedures, security requirements, internal controls, privacy expectations, training requirements, and recordkeeping standards.
22. Maintain regular and predictable attendance and perform other duties as assigned, including assisting and supporting other departments, locations, or Bank initiatives as business needs require.

Required Education and Experience

• High school diploma or equivalent required.

Preferred Qualifications

• A minimum of three(3) years of banking, financial institution, operations, fraud research, or customer service experience preferred.
• Experience with deposit accounts, ACH, wires, debit cards, online banking, mobile banking, remote or mobile deposit, back-office monitoring, or reporting preferred.
• Experience researching account activity, customer disputes, fraud claims, transaction patterns, documentation, or operational exceptions preferred.
• Ability to use computers, calculators, scanners, copiers, fax machines, document management systems, Microsoft Word, Excel, Outlook, internet-based systems, and other standard office or banking equipment preferred.
• Strong verbal communication, written communication, interpersonal, organizational, analytical, and customer service skills preferred.