Team Leader, Deposit

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage the operations queue, which includes ACH returns and exceptions, conducting manual reviews of transfers and bill payments, processing account closures, and updating account information.

• Adhere to and revise documented procedures while flagging potential fraud for the fraud team.

• Investigate and resolve issues related to transactions and accounts involving ACH activity, debit cards, holds and postings, statements, and account access.

• Verify facts in internal systems prior to acting or responding to customer inquiries.

• Assist with Reg E-related inquiries, such as dispute intake, status updates, and customer communication, in collaboration with Operations and Compliance.

• Oversee cases from start to finish in Zendesk and Asana, ensuring accurate documentation of actions and outcomes.

• Identify recurring issues and process gaps and contribute to updating procedures.

• Provide support to customers via phone and email as required, addressing escalated and time-sensitive financial matters with professionalism and effective de-escalation.

⛳️ Requirements

• Minimum of 5 years' experience in operations or customer support within U.S. consumer banking or credit union products, encompassing checking accounts, debit cards, credit cards, or mortgages.

• Experience managing operational queues such as returns, exceptions, and manual reviews in a regulated financial services setting.

• Comfortable providing phone and email support as necessary.

• Familiarity with ACH deposits, withdrawals, and returns.

• Understanding of debit card transactions.

• Knowledge of pending versus posted transactions.

• Awareness of basic holds and posting timelines.

• Familiarity with monthly statements.

• Exceptional verbal and written communication skills, capable of clearly explaining financial concepts to customers.

• An investigative mindset with a keen attention to detail; verifies facts in internal systems prior to acting or responding.

• Ownership and transparency; proactively asks questions, flags uncertainties, and escalates issues rather than making assumptions.

• Proficient in using Zendesk, Amazon Connect, Asana, or similar customer support and case management tools.

• Ability to work U.S. Pacific Time, from 8:00 AM to 5:00 PM, including a 1-hour break.

🏝️ Benefits

• Internet allowance.

• HMO healthcare coverage.

• Devices and equipment are provided.