Job description

Join the Hartford Courant/Fox 61 Top Workplace for 9 Years in a Row - #1 in 2017 & 2019!

Overall objective
Reporting to the Retail Banking Services Manager, the incumbent is responsible for supporting and analyzing operational processes in accordance with the Bank’s strategic plan. This role will serve as a liaison between the branches and various back office operations and support teams to enhance operational efficiency and streamline processes while exhibiting Liberty Bank’s Mission, Vision, and Values.
The key areas of responsibility for this role include but are not limited to providing operational guidance and support, handling incoming requests and escalations, assisting with procedural development and implementation, and identifying needs for process improvement. This position also serves as a back-up to the Sr. Market Operations Leader, Market Operations Leader, as well as other positions within Branch Operations.
The Branch Operations Support Partner will ensure that all interactions with teammates are handled professionally, accurately, and with high-quality performance standards; ensuring optimal customer service, integrity, and profitability. The specialist maintains a strong and positive working environment; meets and exceeds departmental goals and standards, takes initiative, and participates in department and organizational projects to increase revenues, sales, and service.
Actively promotes Liberty Bank within the community and maintains the highest level of customer and employee confidentiality.

Essential Functions
Branch / Branch Administration Support
Serves as the main point of contact/subject matter expert for branch teammates. Provides a high level of responsiveness to inquiries related to a wide-range of banking transactions. Analyzes, researches, and resolves escalated issues, such as, teller out-of-balance conditions reviewing documentation and reporting all resolved or unresolved outages to appropriate levels of management.

• Ensures clarity and direction, and exhibits the necessary follow through.
• Establishes operational processes and ensures alignment with corporate operational strategies.
• Investigates operational issues and resolves general problems.
• Drives documentation process and evaluates information pertaining to Branch Operations.
• Serves as primary support to questions from branch teammates via skype, shared inbox and phone.
• Interacts regularly with internal customers to communicate information.
• May lead and/or assist in the development and distribution of policies/procedures.
• Accurately reviews, prepares and completes all operational reports, within established deadlines.
• Works with the branch teammates and consults with all levels of management within various business units to identify best solutions of problems and inquires and timely resolution of errors.
• Provide training, as needed, to branch staff, both new and existing as requested. Ensure all necessary training materials are provided to the Operations Team on a timely basis. Identify when training materials are needed and submit required request.
• Performs other related duties to support internal and external customer service needs and the overall daily branch operations.
• Manage Safe Deposit Box program for overall inventory, processing delinquency billing, and drilling boxes as approved.
• Serves as an administrator of the Signature Guarantee program to ensure we act in accordance with the program policy and procedure
• Operates as a back-up for essential functions within Branch Operations.
• Performs duties outside normal scope as assigned.

Monitoring/Compliance

• Assists in the coordination, preparation and execution of Branch Reviews, prepares report of findings, and identifies issues to ensure consistency and compliance within the branch network.
• Perform daily operational tasks assigned to the retail support group ensuring adherence with established Bank policy and procedure, banking regulations, and specified deadlines.
• Protects the interest of the bank, and minimizes losses through adherence to security measures and operational risk controls.
• Maintain a thorough working knowledge of all branch, compliance, and system related policies/procedures.

Project Management/Process Improvement/Analysis

• Conducts or assists in planning, organizing, directing, and coordinating project management activities related to Branch Operations as assigned by the Director of Branch Operations.
• Participates on more complex projects assigned through the Project Management Office.
• Identify operational deficiencies and training opportunities by tracking inquiries through preparation and analysis of the branch operations scorecard.
• Assists with developing and implementing process improvements.
• Assists with various projects and activities of the bank.
• Performs quality assurance analysis through various reporting.

Cross-functional Collaboration

• Works collaboratively with the branch operations team to create a "one team" environment and ensure consistency in work processing
• Represents Branch Operations in committees, meetings, and projects to maintain the integrity of the employee/customer experience.
• Provides impeccable customer experience and communicate professionally with all departments and colleagues.
• Identify and manage situations that require escalation to other departments
• Enhances the bank’s reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.
• Possess a work ethic that includes dedication, discipline, initiative and cooperation.

principal accountabilities
EEO Acts affirmative in all activities in conformance with the Bank’s Affirmative Action, Equal Employment Opportunity, and Fair Lending Programs and to achieve the Bank's goals and objectives.

dimensions
Branches: +/-53

Minimum knowledge/skills

• Language, reasoning, and analytical skills acquired through completion of a Bachelor’s Degree and/or a minimum of 5 years work experience.
• Analytical skills to interpret data from varying sources and determine a strategic recommendation based off of the analysis.
• Strong attention to detail across multiple functions/topics simultaneously.
• Highly adaptable and capable of supporting ever-changing demands of the business.
• Strong communication skills including: presentation building and delivery skills, written / email communications, and documentation.
• Proficient in Microsoft Products

Physical Demands
General Office Equipment
Ability to Work on a Computer for Extended Periods of Time
Ability to Travel by Car

Compliance
Adheres to applicable federal and state regulations and Bank policies and procedures, including but not limited to OFAC, BSA, PATRIOT Act, Privacy, and consumer protection regulations pertaining to incumbent’s business line.
Completes required training (on-line and in-person) by set due dates.

In order to be considered an applicant, you must meet the minimum requirements of the position.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, protected veteran status.

offroadmanagementgroup.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, offroadmanagementgroup.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, offroadmanagementgroup.com is the ideal place to find your next job.