Branch Operations Specialist or Branch Operations Officer

Poppy Bank•Westwood, CA

17h•Onsite

About The Position

Poppy Bank is recruiting for either a Branch Operations Specialist or a Branch Operations Officer, with the level determined by the candidate’s experience and qualifications. The role provides personalized banking services to financial institution clients and requires strong knowledge of banking operations, products, and services. The employee provides leadership, training, and support to branch staff and supports the Branch Manager in promoting branch growth. The position is performed in the office and requires compliance with bank policies, procedures, and applicable state and federal banking regulations. Both positions perform branch operations and customer service duties, including scheduling staff coverage, supporting a positive customer experience, reviewing branch documentation, maintaining security controls, resolving account disputes, handling operational reports, reviewing and approving exceptions within assigned authority, performing teller duties, opening accounts, reviewing account openings, and responding to escalated customer concerns. The role also requires at least 10 hours of CRA volunteer service annually, typically during business hours; this time is compensable and mileage is reimbursed. The Branch Operations Officer additionally leads sales programs, works with the Branch Manager on business development and prospecting, services client relationships, generates new business, and supports promotional activities. Both roles provide operational guidance and staff development, recognize strong performance, engage staff in professional development, support team goals and promotions, and assist with client retention. The Specialist is expected to manage up to two branch employees; the Officer is expected to manage up to five. Their supervisory duties include staff performance assessment, schedule and timecard management, processing operational reports and exception items, approving transactions within assigned limits, providing supervisor overrides, and supporting client matters when the Branch Manager is absent. The role involves frequent writing, typing, speaking, listening, use of basic business equipment, vision-related tasks, sitting, walking, standing, reading, detailed work, problem solving, client contact, reasoning, math, presentations, communication, analytical reasoning, stress, multiple concurrent tasks, and interruptions. It occasionally involves lifting up to 15 pounds, pulling, squatting, kneeling, and reaching. The work environment is a non-confined office setting with a typically quiet to moderate noise level. Applicants must be available to work Saturdays.

Requirements

Branch Operations Specialist: minimum of 5 years of banking experience.
Branch Operations Specialist: minimum of 2 years of supervisory experience.
Branch Operations Specialist: minimum of 2 years of operations experience.
Branch Operations Officer: minimum of 8 years of banking experience.
Branch Operations Officer: minimum of 4 years of supervisory experience.
Branch Operations Officer: minimum of 4 years of operations experience.
Proficiency using Word, Excel, Outlook, and banking programs.
Ability to multitask in a fast-paced environment.
Must be available to work Saturdays.
The position requires working in the office.
At least 10 CRA volunteer hours per year are required.

Nice To Haves

Notary Public preferred.

Responsibilities

Schedule branch staff to ensure appropriate coverage.
Work with staff to support a positive customer experience.
Maintain current knowledge of operational standards and procedures; perform and review branch documentation for compliance.
Ensure the Branch Certification package is accurate and complete.
Maintain branch security by coaching and training staff and controlling keys, combinations, security signals, and cash limits.
Inform and advise clients about resolutions to account disputes and other account activity.
Handle daily operational duties and reports, including file maintenance and overdraft reports.
Review branch reports and approve or decline exceptions within established limits in the Transaction Approval Authority matrix.
Perform teller duties, open new accounts, and complete callbacks for new accounts and file maintenance.
Review new account openings for compliance with published procedures and regulatory requirements.
Answer phones and handle escalated customer service concerns.
Complete at least 10 CRA volunteer hours per year; volunteer hours are typically scheduled during business hours, are compensable, and mileage is reimbursed.
Provide ongoing operational guidance, training, and development to Client Service Representatives and/or New Account staff.
Recognize staff for exceptional customer service, sales, and operations, and encourage professional development.
Work with the Branch Manager to set team goals and assist with promotional activities.
Listen to clients, maintain a friendly and professional attitude, resolve difficult situations tactfully, and support customer retention.
Evaluate potential clients’ needs and offer appropriate financial products and services.
For the Branch Operations Officer: lead sales programs to generate targeted branch deposit growth; work with the Branch Manager on business prospecting and development, including outside calling; service current client relationships; generate new business toward profitability goals; and assist with promotional activities.
For the Branch Operations Specialist: manage up to two branch employees; regularly assess relevant staff performance; support the Branch Manager with performance management and evaluations; assist with schedules and timecards; process and submit the Daily Large Transaction report; process NSF Exception Items and file supporting documents; approve teller transactions up to assigned limits; provide supervisor overrides; and support assigned duties and client situations in the Branch Manager’s absence.
For the Branch Operations Officer: manage up to five branch employees; regularly assess relevant staff performance; support the Branch Manager with performance management and evaluations; manage schedules and confirm accurate timecards; process and submit the Daily Large Transaction report; process NSF Exception Items and file supporting documents; approve large teller transactions up to assigned limits; provide supervisor overrides; support the Branch Manager or backup with assigned duties; and manage client matters in the Branch Manager’s absence.