Operations Support and Project Specialist

First National Bank DeRidder (FNBD); Sulphur (LA); On-site; USD 65,000 - 85,000; Full time

Job summary

First National Bank DeRidder (FNBD) is seeking an Operations Support & Project Specialist to provide flexible operational support across electronic banking and deposit operations. You’ll assist the COO with special projects, audits, and process improvements while serving as a cross-trained backup for electronic banking tasks and vendor coordination.

The role requires attention to detail, confidentiality, and strong communication skills.

Qualifications

• High school diploma or GED.
• 3–5 years banking experience in deposit operations, electronic banking, audit support, or project coordination.
• Proficiency with Microsoft 365 applications, including Word, Excel, Outlook, Teams, and SharePoint.

Responsibilities

• Provide flexible operational support across electronic banking and deposit operations and backup for essential functions.
• Assist with special projects, audits, process improvements, and vendor coordination.
• Maintain and update SharePoint sites and documentation; publish procedures and training materials.
• Coordinate vendor support tickets through resolution and keep status records.
• Support internal and external audits, regulatory reviews, and control testing as assigned.
• Participate in system implementations, upgrades, and testing; assist with post-implementation support.

Skills

Organizational skills

Troubleshooting

Communication

Cross-functional collaboration

Data confidentiality

Education

High school diploma or GED

Tools

Microsoft 365

SharePoint

Job description

• Location 2621 Maplewood Dr,Sulphur, LA, 70663,United States
• Employee Type Full Time Non-Exempt

Description

*Position may physically be located at either our DeRidder Operations Center, Moss Bluff Branch, or our Sulphur Branch.

Position Summary

• The Operations Support & Project Specialist provides flexible operational support across electronic banking and deposit operations while assisting the Chief Operations Officer with special projects, audits, process improvement, application support, and broader bank initiatives. The position serves as a cross-trained backup for essential electronic banking and deposit operations functions, helps frontline and operations staff resolve application issues, maintains assigned SharePoint sites and operational resources, and coordinates vendor support tickets through resolution. The role requires sound judgment, attention to detail, confidentiality, adaptability, technical aptitude, strong problem-solving skills, and the ability to manage routine operational deadlines while advancing project-based assignments. This role requires communicating professionally with employees, customers, vendors, auditors, and other third parties while safeguarding confidential and non-public information. Must maintain working knowledge of applicable bank policies, procedures, products, systems, controls, and regulatory requirements
• Assist with electronic banking tasks such as maintenance, daily processing, report review, exception handling, transaction research, disputes, returns, and reconciliations in accordance with established procedures and assigned authority.
• Serve as a trained backup for assigned electronic banking functions, including online and mobile banking, ACH, wire transfers, remote deposit capture, bill pay, positive pay, debit card support, and related customer or employee inquiries.
• Provide deposit operations support by reviewing reports and processing items such as unposted items, returned items, posted exceptions, stop payments, reclamations, chargebacks, ACH returns, account maintenance, returned mail, dormant account activity, and other assigned operational items.
• Assist frontline and back-office employees with escalated application support, access issues, workflow questions, and troubleshooting involving deposit and electronic banking systems.
• Submit, document, monitor, and follow up on vendor support tickets for application errors, service interruptions, configuration questions, and troubleshooting needs; maintain clear records of issue status, testing, resolution, and outstanding follow-up.
• Maintain a variety of applications through release updates, configurations, and BCR controls with proper change control documentation and authority approval.
• Attend quarterly webinars to optimize application functionality and make recommendations to management.
• Escalate system issues, security concerns, processing errors, or unresolved vendor items to the appropriate manager, Information Technology resource, vendor contact, or bank officer.
• Maintain assigned SharePoint sites, pages, document libraries, lists, links, permissions requests, and operational content so information remains organized, current, and accessible to authorized employees.
• Publish and update approved procedures, job aids, forms, project resources, training materials, and other operational documents on SharePoint using established naming, versioning, retention, and access practices.
• Support the Chief Operations Officer with special projects and bank-wide initiatives by gathering information, organizing project documentation, tracking milestones and action items, coordinating follow-up, testing changes, and preparing status updates or management reports.
• Assist with internal audits, external audits, regulatory examinations, compliance reviews, risk assessments, and control testing by gathering requested documentation, organizing evidence, tracking requests, validating information, and monitoring remediation items as assigned.
• Perform operational quality-control reviews involving account maintenance, documentation, system access, account setup, transaction processing, and adherence to approved procedures; communicate exceptions or recurring issues to management.
• Compile recurring and ad hoc operational reports, exception summaries, project trackers, and other management information as requested.
• Assist with customer research requests, legal requests, subpoenas, asset verification requests, and related documentation when assigned and in accordance with approved procedures.
• Help maintain current department procedures, process maps, checklists, business continuity materials, user guides, and training resources for electronic banking, deposit operations, and supported applications.
• Participate in system implementations, upgrades, conversions, testing, validation, employee communications, and post-implementation support for assigned operational applications or initiatives.
• Identify opportunities to improve efficiency, strengthen controls, reduce manual work, standardize processes, and improve employee or customer experience; document and present practical recommendations in partnership with COO or other department designees.
• Assist with H360 report requests and distribution.
• Support bank operations through monitoring and troubleshooting scheduled jobs and data transfers.
• Cross-train with electronic banking and deposit operations personnel to provide continuity during absences, peak periods, projects, conversions, incidents, or other business needs.
• Perform other duties and special assignments as directed.

Minimum Qualifications

• High school diploma or General Education Degree (GED).
• Three to five years of banking experience, preferably involving deposit operations, electronic banking, branch operations, application support, audit support, or project coordination.
• General working knowledge of deposit products, electronic banking services, transaction processing, operational controls, and customer service practices or other department functions.
• Proficiency with Microsoft 365 applications, including Word, Excel, Outlook, Teams, and SharePoint, and the ability to learn bank-specific applications and vendor support portals.

Key Skills & Abilities

• Strong organizational, documentation, analytical, and problem-solving skills with close attention to detail.
• Ability to balance recurring operational responsibilities with special projects, deadlines, and changing priorities.
• Ability to troubleshoot issues methodically, document relevant facts, test solutions, and communicate effectively with vendors and internal stakeholders.
• Clear and professional verbal and written communication skills, including the ability to prepare procedures, summaries, reports, and project updates.
• Ability to work independently, exercise sound judgment, recognize when escalation is appropriate, and follow assignments through completion.
• Ability to collaborate across departments and provide responsive, service-oriented support to frontline, operations, lending, compliance, audit, information technology, and management teams.
• Adaptability, initiative, reliable attendance, and a positive team-oriented approach.
• Ability to travel periodically to branch locations, meetings, training, or project activities as required.
• Ability to understand and follow bank policies, procedures, regulatory requirements, information security practices, record-retention requirements, and internal controls.
• Ability to maintain confidentiality and appropriately handle customer information, employee information, credentials, system information, audit materials, and other non-public information.
• Proficiency with Microsoft 365 applications, including Word, Excel, Outlook, Teams, and SharePoint, and the ability to learn bank-specific applications and vendor support portals.

Certifications

• No certification is required as a prerequisite for this position.
• Related banking operations, Microsoft 365, or application-support experience or training is preferred but not required..

Physical Requirements

• Ability to perform essential job functions while seated, standing, or moving throughout office and branch environments, with or without reasonable accommodation.
• Maneuvering to and around office equipment; bending, stooping, and reaching.
• Using a keyboard, telephone, and computer screens for extended periods and performing detailed work requiring close vision.
• Lifting and moving materials weighing up to 25 pounds.
• Communicating effectively by telephone, electronically, and in person with employees, customers, vendors, and other parties.
• Work is primarily performed in an office environment with periodic travel to branch locations, meetings, offsite training, vendor sites, and project activities as required. The position may occasionally require schedule flexibility to support system changes, testing, conversions, operational deadlines, or issue resolution.

Disclaimer

The above information is intended to describe the general nature and level of work performed by employees within this classification. It is not intended as an exhaustive list of all duties, responsibilities, and qualifications required for this role. Employees are expected to follow their supervisor’s instructions and perform assigned tasks consistent with business needs, bank policy, and applicable law.

bankFNBD is a VEVRAA federal contractor and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, marital status, genetics, disability, age, veteran status or any legally protected characteristics or activities.