Branch Operations Support Specialist I-III

Poppy Bank•Roseville, CA

About The Position

We are growing our Branch Operations Support Specialist Team in Roseville! Depending on experience, you could be the next Branch Operations Support Specialist I, II, or III. Please see below for more details and we look forward to connecting with you! Apply today! Summary: Branch Operations Support Specialist I: The Branch Operations Support Specialist I is responsible for assisting branch personnel with various branch operations questions including, but not limited to, teller transactions, new accounts, consumer and business legal documentation, branch certifications, various reports, and policy and procedures. This role provides a superior level of internal customer relations, provides guidance to branch personnel on proper procedures to maintain operational integrity and compliance. The incumbent will monitor and report core system issues to identify deficiencies in policies, procedures, and potential defects in core processes. Reports systemic issues accordingly. Assists with training/coaching branch personnel to interpret and follow policies and procedures. Travel to branch offices may be required. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations. Summary: Branch Operations Support Specialist II: The Branch Operations Support Specialist II is responsible for assisting branch personnel with various branch operations questions including, but not limited to, teller transactions, new accounts, consumer and business legal documentation, branch certifications, various reports, and policy and procedures. This role provides a superior level of internal customer relations, provides guidance to branch personnel on proper procedures to maintain operational integrity and compliance. The incumbent monitors, investigates, and reports core system issues. Identifies deficiencies in policies, procedures, and potential defects in core processes and escalates to leadership. Reports systemic issues accordingly. The Branch Operations Support Specialist II assists with training/coaching branch personnel to follow policies and procedures. Travel to branch offices may be required. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations. Summary: Branch Operations Support Specialist III: The Branch Operations Support Specialist III is responsible for assisting branch personnel with various branch operations questions including, but not limited to, teller transactions, new accounts, consumer and business legal documentation, branch certifications, various reports, and policy and procedures. This role provides a superior level of internal customer relations, provides guidance to branch personnel on proper procedures to maintain operational integrity and compliance, and may also provide training to personnel and management. Acts as a point of escalation for questions or problem resolution. The incumbent assists with evaluating and developing procedures, processes, workflow, and forms to improve the efficiency of branches and back-office operations. This role monitors questions and reported core system issues to identify deficiencies in policies, procedures, and potential defects in core processes, as well as reports systemic issues accordingly. The Branch Operations Support Specialist II maintains expertise in branch policies, procedures, and products. Assists with training branch personnel to follow policies and procedures. This position requires that the individual work independently with little supervision. Travel to branch offices may be required. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Requirements

Minimum 2-3 years of Branch Operations experience in a bank or credit union, directly related to branch processes and functions.
Ability to work independently, manage time effectively, and balance multiple priorities while maintaining productivity.
Must be highly organized, capable of handling concurrent tasks, be able to shift priorities based upon current workload, utilize resources effectively and efficiently.
Acute attentiveness to instructions and details required.
Excellent knowledge of banking products, particularly those offered in a business banking environment.
Requires basic proficiency with administrative computer systems, including: Microsoft Office Suite (Word, Excel, Outlook) with the ability to create and edit simple documents and spreadsheets
Ability to maintain regular attendance and work scheduled hours.
Strong interpersonal and communication skills, both written and verbal, with the ability to build constructive, effective relationships, demonstrating diplomacy and fostering a positive teamwork and environment.
Minimum of 3-5 years of Branch Operations experience in a bank or credit union, directly related to branch processes and functions.
Requires advanced proficiency with administrative computer systems, including but not limited to: Microsoft Office Suite (Word, Excel, Outlook) with the ability to create and edit documents and spreadsheets
Minimum of five (5) years of Branch Operations experience in a bank or credit union, directly related to branch processes and functions.
Must have strong critical thinking & problem-solving skills, with the ability to evaluate issues, identify alternatives, and utilize appropriate resources to reach effective solutions.
Requires advanced proficiency with administrative computer systems, including but not limited to: Microsoft Office Suite (Word, Excel, Outlook) with the ability to create, edit, and refine complex documents, reports, and spreadsheets; supports others in troubleshooting or formatting as needed

Responsibilities

Provide foundational day-to-day support to branch personnel, escalating issues to senior team members as needed.
Assist in reviewing basic components of all branch certifications (e.g., gathering documentation, initial reviews).
Provide basic guidance and oversight of branch certifications to branch employees.
Document system issues observed and inform senior team members and supervisor of any patterns of system discrepancies.
Gain proficiency in the bank’s core and ancillary systems, assist branches with navigation questions.
Assist in researching straightforward branch inquiries, system questions, or discrepancies
Answer phone calls and respond to emails and messages from branch teams in a timely and professional manner.
Assist branches with daily activities, including but not limited to stop payments, transaction processing, TCR issues, cashier’s checks, account statements, safe deposit box transactions, account restrictions and account maintenance.
Support with organizing and assist with the documentation and verification of basic customer/account information in accordance with internal procedures.
Ensure regulatory and policy compliance with state and federal requirements including the following (but not limited to): Bank Secrecy Act, Anti- Money Laundering Act, Community Reinvestment Act, OFAC Regulations, Fair Lending and all applicable bank and government regulations
Maintains knowledge of BSA/AML regulations including CIP, OFAC requirements, and the Bank’s BSA program
Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed.
Other duties as assigned
Responsible for maintaining high standards of control/certifications, monetary transactions, security, and account opening activities; advising personnel on how to follow policies and procedures; and operating within the Bank’s guidelines
Assist in identifying opportunities for process improvement to optimize branch operational performance
Provide day-to-day support of branch operations personnel. Act as a point of escalation.
Assist in reviewing all branch certifications
Research and resolve branch reconciliations, cash outages and General Ledger discrepancies as needed
Assist with Branch Operations Projects and perform other Branch Operations Support duties as assigned
Keep abreast of industry’s best practices and current trends in deposit operations products, services, and technology
Provide guidance in the use of the core and ancillary systems. Open support cases as needed.
Inform Supervisor of any patterns of system discrepancies that require escalated research and correction
Provide guidance and oversight of branch certifications to branch employees
Assist branches with daily activities, including but not limited to stop payments, transaction processing, TCR issues, cashier’s checks, account statements, safe deposit box transactions, account restrictions and account maintenance
Assist with the documentation and verification of customer information and account details.
Assist with IRA research or requests as needed
Assists in preparing for audits and compliance testing, ensuring all required documentation, reports, and operational processes are accurately compiled and audit ready
Serve as a subject-matter resource by providing guidance on new account openings and setup, legal and regulatory documentation, account vesting structure and appropriate steps following the death of a depositor
Collaborate with other team members to assist in establishing processes and improving operational efficiency
Ensure regulatory and policy compliance with state and federal requirements including the following (but not limited to): Bank Secrecy Act, Anti-Money Laundering Act, Community Reinvestment Act, OFAC Regulations, Fair lending and all applicable bank and government regulation
Maintains strong knowledge of BSA/AML regulations including CIP, OFAC requirements, and the Bank’s BSA program
Assist VP, Branch & Operations Support Manager with the development of forms and procedures and training of branch personnel
Acts as the designated lead and subject matter resource in the absence of VP, Branch & Operations Support Manager, ensuring continuity of support to Branch Operations and decision-making
Assist with facilitating virtual meetings or trainings in partnership with the VP, Branch & Operations Manager