Commercial Service Associate – QA

This position is part of the Commercial Services department within our Bank Operations group and will primarily be responsible for the quality assurance associated with products and services used by our business and commercial clients. These products and services include but are not limited to business online banking, mobile banking, ACH origination, remote deposit capture, positive pay, investment sweeps, and cash vault. This role is crucial in ensuring the accuracy and quality of the onboarding process for new clients and in maintaining existing accounts.
Key responsibilities include:

• Reviewing incoming documents for accuracy
• Reviewing completed requests for accuracy
• Completing risk reviews
• Reviewing various account analysis reports
• Providing limited support directly to customers
• Assisting with special projects
• Other duties as assigned by management

Initial hours for this position are Monday through Friday 8am-5pm. Additional hours may be required as needed.

Qualified candidates should possess the following:

• At least 3 years banking experience preferred, but not required
• College degree preferred, but not required
• Consistently perform in a volume driven environment where workload fluctuates, but deadlines stay the same and service levels must be met
• Ability to communicate efficiently and effectively on the phone and through email to internal customers and business partners
• Ability to identify weaknesses in current process control and procedures, propose corrective actions, and implement solutions
• Strong work ethic, critical thinking, and problem solving skills with attention to detail
• Ability to escalate issues and concerns appropriately
• Ability to perform specific tasks independently
• Proficiency with standard computer software (MS Outlook, MS Excel) and ability to quickly learn and navigate job-specific software and web-based applications
• Maintain a high degree of reliability

In addition, the position is expected to read, reference, interpret, and develop written departmental procedures, cross train on department tasks, make suggestions to correct or enhance existing processes, and take advantage of available opportunities to develop a deeper understanding of applicable regulations, operational compliance, and the banking industry to support career development and growth.