Overview
Responsible for a variety of regular and recurring moderately to complex operational functions supporting the Bank’s Retail Branch operations. Act as a liaison between Retail leadership, the Branch teams and our internal or external partners. Assist the branch network team members with all operational functions, systems and programs by trouble shooting. Maintain various reporting systems. Assist in oversight of regulatory compliance, operational risk and recognizing areas of operational weaknesses.
Responsibilities
- Provide professional and courteous support and guidance to retail branch team members; receive and research retail team member questions and/or complaints; make recommendations and escalate as needed.
- Performs a variety of quality assurances for functions completed at the branch level.
- Work independently to research and resolve issues or answer questions that often involve interpretation of bank policies and procedures.
- Provide open communication and carry out the implementation of new/revised policies, procedures, and products/services.
- Maintain thorough and current knowledge of all applicable federal, state, and local regulations as well as internal policies/procedures/processes and bank products and services; monitor adherence to regulations, policies, and procedures; ensure employees needing assistance can carry out tasks to completion.
- Answer questions regarding account required legal documents and fraud by interpretating relevant bank policies and procedures.
- Ensure branch staff adheres to procedures and controls in instances of client fraud.
- Summarize, report on and escalate critical legal or fraud matters to retail leadership in a manner defined.
- Serve as a subject matter expert of all Bank retail systems, programs, tools and resources; educate and train employees; service as second level support for any questions.
- Ensure that the quality and integrity of branch operations are maintained.
- Provide feedback regarding improvements in service delivery, processes and equipment needs.
Qualifications
- High school diploma or equivalent required.
- Minimum of 2 years related experience or equivalent, preferably in retail banking.
- Excellent written and oral communication skills.
- Excellent customer service skills.
- Proficiency in Microsoft Office required.
- Knowledge of Fiserv Premier system a plus
WORKING CONDITIONS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Regular attendance and punctuality are essential functions of every job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.
Perform routine and typical tasks of an office such as typing, taking notes, reading/reviewing, computer work, filing, copying, answering phones, etc. that may require employee to view, stand, stoop, kneel, or crouch and lift. Position requires flexibility and willingness to occasionally travel to other locations/ branches, generally during normal business hours but includes evenings and Saturdays.
The successful candidate will be required to prove on the first day of work that they are legally authorized to work in the U.S. The Bank will not sponsor a candidate for a visa or for work authorization.
COMPENSATION: $52,000 to $75,000
