Team Leader, Deposit

About the Role

We are searching for an independent and skilled Team Leader to manage deposit operations in a dynamic setting. This position focuses on assisting rapidly scaling businesses, such as venture-backed startups and mid-market organizations, particularly in the insurance, mortgage, and fintech industries. You will serve as a primary operational authority, guaranteeing the accuracy of financial processes and providing prompt, professional guidance to clients facing intricate banking challenges. Your objective is to embed yourself within client operations to enhance service standards and minimize operational burdens. You will function in a completely remote setup, serving as a primary contact for high-priority financial issues while upholding high professional standards in a collaborative and highly regulated field.

Requirements

• You need at least five years of professional experience in customer support or operations within the U.S. credit union or consumer banking sectors, specifically involving mortgages, debit cards, and checking accounts.
• You must demonstrate deep expertise in ACH processes, including withdrawals, deposits, and returns, as well as an understanding of transaction posting schedules, debit card operations, and account holds.
• You should possess an investigative nature, sharp attention to detail, and the capability to conduct comprehensive data verification.
• Strong written and verbal communication skills are required to clearly articulate complex financial information to clients.
• You are expected to have experience with platforms like Amazon Connect, Asana, or Zendesk and must be available to work a full-time schedule based on U.S. Pacific Time.

Responsibilities

• You will oversee the operations queue, addressing tasks such as manual transfer reviews, ACH returns, account modifications, and bill payments.
• Your duties include researching and settling transaction-related problems, such as disputes, holds, and inquiries governed by Regulation E, in partnership with compliance departments.
• You will handle end-to-end case management using tools like Asana and Zendesk, maintaining precise records of all tasks performed.
• You will deliver professional assistance to clients through email and phone, utilizing strong de-escalation techniques to manage urgent and complex concerns.
• You will maintain a proactive approach by spotting process inefficiencies or repeated operational problems, suggesting improvements, and alerting appropriate teams to potential fraudulent activity.

Benefits & Perks

• You will receive an internet stipend, comprehensive HMO health insurance, and all essential equipment and hardware required to perform your job.