Deposit Services Specialist- Fraud Risk Mitigation

PRIMARY PURPOSE OF JOB

The Deposit Service Specialist is responsible for performing a wide range of deposit operations duties with a focus on accuracy, compliance, and service excellence. This position ensures timely and precise processing of deposit-related transactions, supports internal and external customers with professionalism, and contributes to ongoing process improvement and risk mitigation across the department.

The Specialist works collaboratively with team members and other departments to maintain efficient and compliant operations that protect the Bank and its customers from potential risks, errors, and fraud.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members exhibit Southern Bank's values, which can be remembered with the acronym FIRSTS. We teach our team members about our "values in action," which give further examples of how we can live out Southern Bank's values.

• We act as a FAMILY - We know we're not a related family, but we really care about people, both personally and professionally. We like knowing that our skills, our time, and our efforts contribute to the overall success of those we spend time with every day.

• We move with INNOVATION - We push for better ways to solve problems. We are not afraid of a challenge; we're driven to develop new ideas and solutions using creativity and experience. We are committed to leading, devising new solutions for all kinds of obstacles.

• We are ROOTED - We're from here. These communities are our homes, and we are deeply invested in making our hometowns the best that they can be. We are firmly committed to success in the places where we've known people our whole lives.

• We prioritize SERVICE - We put others above ourselves. We make intentional decisions and take action to benefit others, be it in our daily work with our customers and fellow team members, or in volunteering our time, money, and energy in our communities.

• We build TRUST - We strive to be reliable and trustworthy, honest and transparent. We are dedicated to doing what's best for our team members, our customers, and our communities, and they can be confident that we are who we say we are.

• We are a source of STRENGTH - We have a capacity and resilience that has come through years of experience and growth. We are able to support those who count on us, and those who need us can rely on us.

• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE

Work Standards

• Transaction Processing: Process deposit-related transactions including ACH, wire transfers, bill payments, mobile deposits, and recurring transactions with accuracy and timeliness. Reconcile daily activity, minimize exceptions, and identify irregularities or potentially fraudulent behavior. Build and maintain detailed documentation for fraud investigations and exception cases.
• Compliance: Adhere to all applicable regulatory and internal policy requirements, including NACHA, Regulation E, Regulation CC, and BSA. Stay informed of regulatory changes and ensure daily practices reflect current standards. Proactively identify operational risks, escalate anomalies, and maintain auditable records to support compliance and internal control objectives.
• Continuous Improvement: Support efforts to enhance processes, reduce errors, and improve efficiency. Offer constructive feedback to leadership on process gaps, automation opportunities, and workflow enhancements. Adapt quickly to policy, system, or procedural changes, and demonstrate agility in addressing emerging fraud trends.
• Cross-Training: Maintain a working knowledge of all Deposit Services functions to ensure effective coverage and collaboration. Understand the broader objectives and interdependencies of related functions across the department.

Customer Support

• Responsiveness: Provide prompt, courteous, and professional assistance to branches, customers, and internal teams. Prioritize inquiries effectively and escalate urgent or high-risk issues-such as fraud alerts or system outages-immediately to leadership.
• Accuracy: Deliver precise and complete information to avoid miscommunication or misinformation. Verify all details prior to response and maintain consistency across communication channels.
• Professionalism: Demonstrate professional etiquette in all interactions-whether via phone, email, or digital correspondence. Maintain confidentiality of customer and bank information at all times.
• Documentation: Record all interactions accurately and in accordance with departmental procedures. Ensure documentation of inquiries, resolutions, and follow-up actions is complete, timely, and compliant with policy standards.

Teamwork and Communication

• Daily Huddles: Actively participate in daily huddles and team updates. Share observations, raise system issues, and align on daily priorities to ensure coordinated service delivery.
• Collaboration: Partner with branch teams, Treasury, IT, and Risk to resolve issues efficiently. Contribute to knowledge sharing, peer learning, and collaborative problem solving.
• Feedback: Provide constructive feedback to leadership on recurring issues, vendor performance, and process inefficiencies. Communicate fraud trends, control gaps, and improvement opportunities in a clear, solutions-oriented manner.
• Culture: Contribute to a positive, inclusive, and team-oriented culture. Support and encourage colleagues, celebrate successes, and uphold the Bank's values of integrity, collaboration, and service.