Adjustment Specialist

Location: Cincinnati
Posted on: November 20, 2024

Job Description:

GENERAL FUNCTION: Under general supervision of team lead and supervisor, process assigned adjustment cases and or tasks to departmentÆs production and quality standards. Research adjustment request thorough multiple systems for other departments and retail. Reply to internal customer questions regarding assigned cases in a timely manner. Interacts with other financial institutions & Federal Reserve Banks across the country. Provides excellent customer service to the adjustment departmentÆs internal and external customers. Escalating difficult issues to lead clerk and/or supervisor to ensure the case is resolved timely. Update the Resolve Check application with all relevant information and required back up for each case.

ESSENTIAL DUTIES & RESPONSIBILITIES:

* Investigates routine customer and/or correspondent bank inquiries/concerns and independently researches and resolves problems.

* Research adjustment request through the use of multiple systems to ensure a correct and timely case resolution.

* Maintain individual case log so that high risks adjustments, i.e., cases over $10,000 and aged items, are worked timely so to minimize risk of financial loss to the bank. Resolving cases within Adjustment departmentÆs Production Standards.

* Execute necessary monetary adjustments to internal accounts and outside financial institutions by directly charging/crediting the account or by putting through the appropriate charge/credit ticket to be processed. Such tickets must be completed accurately and have necessary approval.

* Follow up on request to other departments and outside financial institutions for necessary supporting documentation to ensure cases can be resolved timely.

* Escalate issues with resolving cases to the team lead or supervisor to ensure that case is resolved timely or reassigned to the proper stage, i.e. collections or charge off.

* Respond timely (within established standard) to request by management, customers and other financial institutions for status of case, clarification of why adjustment was made or for supporting documentation.

* Maintain accurate electronic records of open and closed cases and regularly update in department database (Resolve Check) status of open cases.

* Provides internal/external customers with exemplary customer service.

* Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

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