Branch Experience Professional

Arrow Bank NA • Plattsburgh, NY

7d • $62,353 - $70,000 • Hybrid

About The Position

The Branch Experience Professional is responsible for the operational soundness of branches and the high-quality performance/skill level of branch staff. This role will function as a specialist in at least one area such as Training and Development, Branch Assessment and Review, Project Management, Security, Fraud, and Compliance, but will also be required to cross-train and stay updated in all areas pertaining to branch operations and staff development. The position offers flexibility in location and may be based at various locations throughout the Company's service area including the Capital Region, Utica, and Plattsburgh.

Requirements

• Bachelor’s Degree or equivalent experience in a related field required
• 6 years of experience in banking, financial services, or related field required
• Proficient in Microsoft Office Suite: Word, Excel, Outlook and PowerPoint; ability to learn job-related software a must
• Attention to detail; ability to meet deadlines, prioritize tasks, adjust priorities and keep projects on target to completion
• Strong communications skills, both written and verbal; comfortable communicating with customers, co-workers, and management
• Ability to remain in a stationary position, often standing, for prolonged periods of time
• Ability to repetitively use a telephone, computer mouse, and keyboard for extended durations
• Ability to move, lift, carry cash bags, coin boxes, and branch equipment up to 30 pounds
• Travel to various branches as needed; travel can be completed by car, public transportation, or other reasonable means. Ability to travel is required to maintain client relationships and support business objectives.
• Ability to participate in rotational Saturday schedule to provide branch support

Nice To Haves

• Excellent Customer Service and Compliance
• Strong Attention to Detail
• Digital Proficiency & Problem Solving

Responsibilities

• Manage the Branch Experience aspect of fraud, including coordinating fraud resolution from a Customer Experience angle; collaborate with Regional Operations Managers and departments to communicate resolution with customers in a timely manner; maintain/update fraud procedures and policies; work with the Branch Experience team to create, deliver, and schedule fraud training.
• Manage the branch review process to ensure all branches perform self-reviews regularly and are operationally sound and compliant with security requirements, compliance regulations, Company policies, and procedures. May respond to Audit findings and address procedural changes.
• Help facilitate branch staff training, including development, delivery, scheduling, and follow-up. Training programs include Teller Training (classroom and on-the-job), Head Teller University, and Platform Training. Coordinate monthly Retail Banking Group meetings.
• Facilitate special projects as designated by the Branch Services Senior Manager or Retail Banking management team.
• Analyze and review data and documentation of processes and related controls to evaluate the effectiveness of internal controls and identify best practices. Maintain and update policy and procedure manuals.
• Identify operational gaps Company-wide and develop processes to remediate identified issues.
• Team with branch management staff to address operational issues; design plans and implement solutions to internal control weaknesses and branch audit issues.
• Perform compliance, transactional, and operational testing across all processes. Create reports and presentations for management as appropriate.
• Assist Security with branch fraud issues. Educate branch staff on fraud issues and methods for mitigation.
• Manage vendor relations and work with the ERM Committee as appropriate.

Benefits

• Competitive compensation including potential bonus and incentives
• Paid vacation, sick time, and holidays
• Medical, Dental, and Vision Insurance
• Flexible Spending Plan
• Multiple retirement plans including: 401(k), Pension, and Employee Stock Ownership
• Education and Tuition Reimbursement
• Employee Assistance Program for employees and their immediate family members

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level