Banking Center Operations Specialist
Job description
1. Provide excellent service to customers, both internal and external, relative to daily transactions, general inquiries, and problem resolution, in accordance with Bank policies and procedures.
2. Provide superior attention to detail; identify potential issues and provide solutions.
3. Work closely with project implementation teams to support the expansion & transformation of Banking Centers, product development, implementation of new systems and process improvement initiatives.
4. Maintain or develop a working knowledge of product & service offerings including consumer products & services, business products & services, retirement products & services, safe deposit boxes, digital banking, online account opening, remote deposit capture, BillPay, and debit cards, as well as other Bank products, services and systems, as applicable.
5. Assist banking center staff with inquiries, daily settlement, procedural guidance, error resolution and other needs that arise.
6. Onboard and support customers who open accounts online.
7. Responsible for disseminating daily, weekly and monthly reporting to the Banking Centers and following-up on exceptions.
8. Review the Banking Center cash limit to ensure adherence to standard operating procedures.
9. Ensure non-sufficient funds exceptions are handled in accordance with the established policies and standard operating procedures.
10. Resolve Silverlake and POD differences.
11. Distribute Saturday BCM coverage schedule on a weekly basis.
12. Review Treasurer Checks to ensure authority limits are adequate
13. Monitor and respond accurately and timely to group distribution lists.
14. Review, track and report cash balancing discrepancies.
15. Review and maintain Quarterly Audits for all Banking Centers.
16. Monitor Kace tickets and contact vendors for service, as necessary.
17. Review LogicPath on a daily basis and ensure Banking Centers are following currency services procedures.
18. Effectively manage and navigate multiple software applications used to support daily operations.
19. Adherence to all regulatory, legal and bank policies relating to Banking Center Operations.
20. Complete annual training requirements.
21. Other duties as assigned including providing back up to banking center operations and or deposit operations
- High School Degree or equivalent
- Bachelor Degree strongly preferred
- Minimum 6 months experience in financial services, preferably retail banking.
- Minimum of 6 months of customer service
- Demonstrable file management acumen
- Ability to quickly develop a working knowledge of product & service offerings including consumer products & services, business products & services, retirement products & services, safe deposit boxes, digital banking, online account opening, remote deposit capture, BillPay, and debit cards, as well as other Bank products, services and systems, as applicable.
- Understanding of banking and financial services regulations
- Proficient with Microsoft Office Suite including Excel and Word.
- Ability to multi-task in a fast-paced environment
- Must have cyber security awareness to protect the digital environment, the Bank, and customers
- Financial Savviness (Conversant in all Business Lines)
- Problem Solving
- Relationship Building Skills
- Proficient Verbal and Written Communication Skills
- Critical Thinking Skills
- Courage
- Technology Savviness/Digital Enthusiast
- Financial Comprehension
- Adaptability and Flexibility
- Sales Aptitude
- Eager Learner
- Learning Agility
- Superior Customer Service
WORKING RELATIONSHIPS/CONTACTS: Bank staff throughout the organization; existing and potential customers of the Bank; existing and potential vendors of the Bank.
Internal - work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.
External - Some travel to remote Bank locations will be required; this will include some overnight travel, not to exceed 5%. Environmental conditions are regular office and banking center locations of the Bank.
Typical work week requires ability to work a minimum of eight (8) hours per day and provide 40 hours of coverage each week to meet business needs. Operating hours are subject to change and flexibility with scheduling is necessary to meet customer needs, deadlines, and general staff support. Additional hours above 40 hours may be necessary at times.
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