Deposit Quality Assurance Specialist II

The Deposit Operations Quality Assurance Specialist II is not only responsible for ensuring the accuracy, efficiency, and compliance of deposit account-related activities within the Bank but also for driving innovation and efficiency within deposit operations by leveraging advanced automation tools and AI-driven solutions. This role goes beyond traditional quality assurance by focusing on strategic process optimization, vendor collaboration, and technology integration. This role focuses on reviewing processes, identifying areas for improvement, and implementing quality assurance measures to uphold internal standards and state and federal regulatory requirements. This specialist works closely with the deposit operations and retail banking teams to perform the daily reviews and verifications of deposit accounts, ensuring adherence to policies and procedures. The Specialist II position will identify opportunities for automation, partner with external vendors, and present actionable recommendations to senior management to enhance operational performance, compliance, and customer experience.

• Perform day-to-day tasks associated with deposit accounts and Customer Information File (CIF) services, including reviewing new accounts and executing account-specific changes in compliance with rules, regulations, policies, and procedures.
• Oversee quality assurance initiatives for deposit operations, ensuring accuracy, compliance, and efficiency across all processes.
• Ensure quality assurance policies and procedures specific to deposit operations are clear, concise and appropriate to support data integrity and regulatory standards.
• Conduct daily reviews of deposit transactions, processes, and documentation to ensure accuracy, efficiency, and compliance with internal standards and regulatory requirements.
• Identify areas of risk, inefficiency, or non-compliance through daily tasks and report findings to management with actionable recommendations.
• Analyze audit reports and prepare detailed summaries and recommendations for process improvement and risk mitigation.
• Collaborate with deposit operations, retail banking, and cross-functional teams to resolve discrepancies and enhance operational workflows.
• Participate in the integration AI-driven testing solutions and automation tools into the QA lifecycle to reduce manual tasks and improve turnaround times.
• Assist in the development and maintenance of dashboards and performance metrics to monitor automation impact, compliance trends, and efficiency gains.
• Provide training and support to deposit operations and retail staff on quality assurance best practices and updated procedures.
• Serve as a subject matter expert on automation and AI capabilities, providing guidance and training to internal teams related to deposit quality asssurance.
• Conduct strategic assessments of operational workflows to identify automation opportunities and present findings to management with cost-benefit analyses.
• Collaborate with technology and automation vendors to evaluate, implement, and optimize solutions that align with organizational goals ensure seamless adoption of new technologies and adherence to regulatory standards.
• Stay current on product capabilities, system enhancements, regulatory requirements, and industry trends to ensure compliance and operational excellence.
• Assist with system upgrades and maintenance; research and recommend potential changes to improve efficiency and implement approved changes.
• Adhere to strict guidelines and procedures while performing all assigned duties.
• Perform other related tasks assigned to support deposit operations and quality assurance initiatives.

• High School diploma or equivalent required. Bachelor’s degree in Banking, Technology, Business, or a related field preferred.
• Minimum of four (4) years of experience in banking, financial services, technology, or a related field, with a strong preference for deposit operations or retail banking experience.
• Proven experience working with automation tools, AI technologies, and vendor management.
• Exceptional attention to detail with a strong commitment to accuracy and data integrity.
• Demonstrated ability to collaborate effectively with cross‑functional teams in a fast‑paced environment.
• Strong analytical and strategic thinking skills, with the ability to communicate complex information clearly and effectively to senior leadership.
• Excellent interpersonal and customer service skills, including prior experience supporting customers remotely.
• Proficiency with operating systems, internet browsers, and Microsoft Office applications; familiarity with banking systems is preferred.
• Strong organizational and time‑management skills, with the ability to set priorities, manage multiple tasks, and meet deadlines.
• Experience with online and mobile banking applications, including familiarity with multi‑factor and risk‑based authentication methods.
• Strong problem‑solving and troubleshooting skills with the ability to identify issues, recommend solutions, and support process improvements.

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law. 

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