Deposit Operations Manager

REPORTS TO: AVP, RETAIL

CLASSIFICATION: EXEMPT

LOCATION: Hybrid
DATE: 10/02/2026

JOB DESCRIPTION
Summary/Objective
The Deposit Operations Manager provides leadership and oversight of the Bank’s deposit operations,

electronic banking services, and call center activities. This position oversees key operational functions,

including ACH transactions and wire transfers, debit card and ATM services, online and mobile banking,

transaction disputes, and other deposit-related services.

The Deposit Operations Manager ensures operational accuracy, regulatory compliance, effective internal

controls, service excellence, and departmental efficiency. The position leads process improvement initiatives,

oversees complex research and escalated operational matters, maintains departmental procedures, and

collaborates across the organization to support operational and strategic objectives.

As a member of the Retail Management team, the Deposit Operations Manager maintains a strong

understanding of the Bank’s operations, financial performance, industry trends, customer needs, and strategic

priorities. The position supports organizational initiatives and ensures Deposit Operations activities comply

with First Federal’s policies, procedures, and applicable regulatory requirements.

Essential Functions:

• Leadership and Team Development

o Oversees all operational aspects of deposit services, electronic banking, and call center

functions.

o Provides direction, coaching, training, and professional development to department employees

while managing performance to meet Bank goals, service standards, and departmental

expectations.

o Creates and maintains a professional and service-oriented environment within the department

and throughout the organization.

o Supports employee selection, onboarding, retention, development, training, and performance

management.

o Monitors staff workload and daily activities to ensure appropriate departmental coverage,

equitable distribution of responsibilities, and timely completion of assigned duties.

o Identifies training opportunities and ensures employees maintain the knowledge and skills

necessary to perform their assigned responsibilities effectively and remain current with

changes to regulations, systems, products, policies, and procedures.

• Communication and Collaboration

o Represents the department in meetings and participates in committees related to

departmental operations, organizational initiatives, system implementations, and process

improvements.

o Maintains effective communication with internal departments, vendors, and other third parties

to resolve operational issues and coordinate changes affecting deposit operations.

o Promotes information sharing, cross-training, and continuous learning among Deposit

Operations staff and other Bank employees.

o Provides guidance, assistance, and backup support for all deposit operations functions as

necessary.

o Serves as an escalation point for complex operational, employee, and customer matters.

• Deposit Operations and Customer Support

o Oversees deposit transaction services, including checking and savings account servicing,

statement and exception processing, ACH transactions, wire transfers, returned deposit items,

stop payments, electronic banking, and dispute processing.

o Monitors incoming and outgoing call center activities to ensure customer interactions are

accurate, timely, professional, and consistent with established service expectations.

o Oversees departmental operations to ensure compliance with Bank policies, procedures,

regulatory requirements, and internal controls while promoting operational efficiency,

accuracy, and service excellence.

o Oversees ATM and debit card services, including card applications, card maintenance, fraud and

unauthorized transaction claims, ATM balancing and reconciliation, and related electronic

banking services, while providing operational support and backup as necessary.

o Provides oversight of mobile banking, business online banking, retail bill pay, and related fraud

prevention and support services.

o Oversees the investigation and resolution of lost or stolen debit cards, compromised accounts,

and other card-related matters, ensuring appropriate protective actions are taken.

o Reviews and oversees operational processes related to accounts in overdraft status and

ensures required communications and account actions are completed in accordance with

applicable policies and regulatory requirements.

o Reviews and assists with complex or escalated Deposit Operations transactions and research as

necessary.

o Participates in the evaluation, testing, implementation, and ongoing support of new systems,

products, services, and enhancements affecting Deposit Operations.

o Understanding of Visa rules and policies

o Oversee general ledger balancing

• Reporting, Compliance, and Procedures

o Oversees research, analysis, reconciliation, and reporting related to deposit accounts and

operational activities.

o Prepares and provides accurate departmental reports and management information as

requested.

o Collaborates with Risk and Compliance to identify, monitor, investigate, and escalate potential

fraud, suspicious activity, operational risk, and compliance concerns.

o Develops, reviews, and maintains current departmental procedures, workflows, and internal

controls.

o Ensures changes to regulations, systems, products, and operational processes are appropriately

incorporated into departmental procedures and employee training.

o Assists with internal and external audits, examinations, compliance reviews, and corrective

action plans involving Deposit Operations.

o Monitors operational exceptions and recurring issues and recommends corrective actions or

process improvements when appropriate.

o Establishes, monitors, and evaluates appropriate operational controls, including segregation of

duties, dual controls, system access, transaction authorities, reconciliations, exception

management, and other safeguards designed to mitigate operational and fraud risk.

• Security, Customer Resolution, and Community Engagement

o Maintains and ensures adherence to all applicable security policies and procedures.

o Manages escalated customer issues and complaints related to Deposit Operations and ensures

appropriate research, documentation, resolution, and follow-up.

o Encourages department employees to participate in corporate and community activities as

representatives of the Bank.

o Ensures departmental compliance with applicable federal and state laws and regulations,

including Bank Secrecy Act/Anti-Money Laundering requirements.

o Promotes awareness of fraud prevention, information security, customer confidentiality, and

operational risk within the department.

Required Education and Experience

• Bachelor’s degree in business, finance, accounting, management, or a related field, or an equivalent

combination of education and relevant banking experience.

• Minimum three years in supervisory or management role, including demonstrated employee coaching

and development skills.

• Minimum of five years of related banking, deposit operations, electronic banking, or financial services

experience.

• Accredited ACH professional (AAP) or National Check Professional (NCP) preferred.

• Strong leadership, motivational, training, and performance management skills.

• Experience with Fiserv products and systems preferred.

• Proficiency in Microsoft Office applications, including strong skills in report preparation, spreadsheets,

and word processing.

• Working knowledge of applicable federal banking regulations governing deposit operations and

electronic funds transfers, including but not limited to Regulations CC, E, and DD.

• Knowledge of applicable NACHA Operating Rules and CFPB requirements related to assigned

responsibilities.

• Knowledge of Federal Reserve Operating Circulars applicable to the Bank’s deposit and payment

operations.

• Strong understanding of operational controls, fraud prevention, risk management, and regulatory

compliance.

• Excellent organizational, analytical, problem-solving, communication, and interpersonal skills.

• Ability to research and resolve complex operational issues while maintaining accuracy and attention

to detail.

• Commitment to ongoing professional development through seminars, training programs, industry

resources, and continuing education.

• Ability to communicate effectively orally and in writing with employees, management, customers,

vendors, and other business partners.

Competencies

• Ethical Practice – Being in accordance with the rules or standards for right conduct or practice;

following processes, procedures, policies, laws, and regulations that govern the Bank; moral

uprightness; honesty

• Integrity –

o Behavioral: Doing the right thing**;** acknowledge mistakes and demonstrate accountability for

actions;

o Job-based: Ensuring accurate data throughout the organization

• Communication –

o Delivering Messages: Ability to deliver clear and accurate messages across a variety of mediums

to audiences of all sizes and backgrounds. Ensures that the delivered message is clear and

understood by the listener

o Listening: Understands information provided by others. Listens actively to others’ views and

concerns. Seeks further information to clarify ambiguity.

• Teamwork – Positively, respectfully, and openly participates in the collaborative effort of a group to

achieve a common goal. Be committed to building an encouraging, caring, and supportive

environment. Offer support to one another and remain open to others' suggestions and contributions.

Physical Demands
The physical demands described here are representative of those that an employee must meet to perform the

essential functions of this job successfully. While performing the duties of this job, the employee is

occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach

with hands and arms, climb stairs, and talk to hear. The employee must occasionally lift or move office

products and supplies, up to 20 pounds.

Position Type
This is a full-time position. Business hours of operation and scheduled workdays, which may include Saturdays

Travel

• As required

AAP/EEO Statement
First Federal Savings of Lorain is an Equal Opportunity Employer-M/F/Disabled/Vet

Other Duties
Please note that this job description is not intended to be a comprehensive listing of all activities, duties, or

responsibilities required of the employee for this job. Duties, responsibilities, and activities are subject to

change at any time, with or without notice.