Centraol Operations Assistant

Department:   Central Operations


Reports to:     Department Supervisor


FLSA Status: Non-Exempt


Grade: The grade of the position is determined by skills/experience. Contact the Human Resources Director for additional information.


Statement of Hire:

At the Bank of the Pacific, we are committed to delivering memorable service beyond the customer’s expectation, to include both external and internal customers. We consistently demonstrate our values through teamwork, open communication, integrity, honesty and respect for others. Additionally, we will maintain a professional appearance through dress, conduct and an orderly work area. A successful candidate will possess these qualities and be enthusiastic, professional and of high ethics. They will embrace our Mission, Vision and Values and actively participate in our success.


Job summary:

Provides assistance in a variety of Operational Administrative areas as needed and contributes to a positive and professional working environment. Serves as back-up branch support regarding products, services, and procedures. Assist Central Operations staff by answering phone calls, preparing and typing correspondence, researching and gathering information for levies, garnishments, subpoenas, completing daily report reviews for exceptions, and assisting in the timely completion of internal and external audits. Works closely with Central Operations staff to achieve department goals and objectives.


Principal Responsibilities:


a) Provide customer service, both internal and external, in accordance with the Service-Plus Program.

b) Identify self to branch or individual. Interact with all individuals in a friendly and professional manner.

c) Present accurate information on all available Bank of the Pacific accounts, procedures, and services.

d) Answer telephone promptly, following established Bank Telephone Courtesy Standards.

e) Project a positive and professional image through dress, appearance, conduct and an orderly work area.

f) Maintain confidentiality of all customer records, accounts and transactions.

g) Complete the Service-Plus program.


a) Complete and file branch monitoring reports as assigned. May include, but is not limited to:

a. Individual branch cash limits

b. Reg. D tracking

c. Branch exception reports

d. Branch hold reports

b) Complete subpoena research as assigned. May include but is not limited to:

 a. Statement look up

b. Deposit look up

c. Check look up

d. Making Admin. copies for retention

e. Preparing subpoena documents for mailing

c) Completing levy and garnishment account research as assigned. May include but is not limited to:

 a. Account look up

b. Transferring funds

c. Completing customer letter and branch notifications

d. Remitting Payment

e. Tracking, logging, proper documentation and filing.

d) Assist with daily review of Commercial Analysis Accounts.

 a. Review any file maintenance changes made to analyzed accounts.

b. Review any fees manually assessed against analysis accounts for accuracy and reasonableness.

c. Assist with requested changes to analysis accounts (settlement, special service charge routines, etc.)

e) Assist in the daily monitoring and balancing of all branches ATM’s and Clearing accounts.

f) Assist in the research for submitted Reg. E Error Resolution claims. May include but is not limited to:

 a. Account look up.

b. Assisting branches with completion of appropriate Customer Dispute forms.

c. Tracking, logging, proper documentation and filing.

g) Reclamations. May include but is not limited to:

 a. Account look up

b. Transferring or freeze of funds.

c. Completing government entity letters and branch notifications

d. Remitting Payments

e. Tracking, logging, proper documentation and filing.

h) Inactive/Dormant Account Tracking and Monitoring. May include but is not limited to:

 a. Account Look up

b. Associated account history lookup

c. Branch communication to contact customer

d. Preparation and mailing of customer notices

e. Tracking, logging, proper documentation and filing.

f. Certification of process and controls

i) File Maintenance Processing. May include but is not limited to:

 a. Account lookup

b. Communication with branch staff if request is incomplete

c. Customer account maintenance

d. Tracking, logging, proper documentation and filing.

e. Maintenance review of changes completed by other department members

f. Certification on process and controls.

j) Any other assigned tasks.


Compliance and Internal Controls:

a) Adhere to established Bank policies and procedures and operational compliance requirements.

b) Assume responsibility for the timely completion of all internal certifications and reports.

c) Work to correct any existing audit exceptions.

d) Prepare and submit operational reports as assigned.


Education / Experience:

a) High School diploma or equivalent.

b) Three years branch experience

a. Must have knowledge of how to review and fully understand daily file maintenance reports.

c) Service-Plus Certified

d) Demonstrated interest and ability to be self sufficient and self motivated.

e) Thorough understanding of the bank policies, procedures and compliance


Skills / Knowledge / Abilities:

a) Manual

1) Computer Skills

2) Working knowledge of Micro-Soft Office

3) 10-key calculator

4) Type 40 wpm

b) Interactive and Social

1) Excellent customer relations skills

2) Excellent interpersonal relations skills

3) Effective oral communication and writing skills

4) Sound reasoning and judgment

5) Resourceful; good follow through

6) Ability to perform independently with minimal supervision


Working Conditions / Environment / Potential Hazards:

· General office environment

· May be necessary to work extended hours

· Periodic travel


Physical Requirements: (Truly necessary to perform the job)

· Able to sit or stand for an extended period of time

· Able to lift up to 20 lbs.



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