Branch Support Specialist

Unity Bank • Clinton, NJ

11d • $29 - $39 • Onsite

About The Position

Responsible for providing branch employees adequate support regarding internal processes. Independently assesses and processes inbound inquiries to accomplish a satisfactory result for internal customers and the bank. This position provides administrative support on daily branch tasks, providing guidance and direction to branch staff, proactively makes recommendations regarding products, policies, processes and technologies. Provides internal customer service for all branch employees according to department service standards.

Requirements

• Five or more years of experience in banking in a retail or operations position.
• Excellent oral and written communication skills
• Excellent customer service skills
• Strict attention to details and thoroughness in the completion of job duties.
• Use of critical thinking, logic, and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Knowledge of rules, regulations, policies and procedures in the financial services industry
• Ability to display an engaging, on-screen presence, positive attitude, and effective communication style through video conferencing
• Uses knowledge of operating and security procedures/systems in order to make on-the-spot decisions, including exceptions, adjustments and overrides within guidelines.
• Strong organizational skills
• Works independently and with a team
• Ability to proficiently perform a wide variety of tasks with a strong attention to detail
• Solve internal client questions and concerns with warmth and a collaborative spirit
• Excellent problem solving and interpersonal skills

Nice To Haves

• Associates Degree or Equivalent preferred
• Teller Experience is preferred, but not required
• Cash handling experience preferred
• May require travel offsite locations within bank footprint.

Responsibilities

• Respond to employees inquires by phone, or email on systems/programs including, but not limited to Integrated Teller, Business Process Manager, Director, Premier Navigator, 360 View, Online Banking, etc.
• Proactively serves as a liaison for the internal customer and takes ownership of customer problems. Pursues solutions on behalf of the internal customer and independently resolves inquiries.
• Proactively identifies and advises management of opportunities for improvement in branch staff knowledge, training, development and performance.
• Efficiently interprets and explains bank policies, procedures, special programs, technologies, and processes and ensures internal customer understanding of information being communicated. Log issues in the tracking system to identify recurring problems and report them to the training department for resolution.
• Participate in testing new retail systems and processes to ensure they meet operational standards and requirements.
• Regularly communicate with other department of the bank to ensure alignment and effective collaboration.
• Provide guidance to other employees on systems and processes as needed, fostering a knowledgeable and competent team.
• Assist in maintaining Retail resource documentation in accordance to changes of process, policy & regulations.
• Provide exceptional service by addressing employee inquiries, resolving issues, and offering tailored solutions to ultimately enhance our customer satisfaction and loyalty, delivered through the branch network.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree