Banking Center Operations Coordinator

About the role

Provides supervision and support to the tellers to ensure maximum customer service in a professional manner. Monitors and trains the transactional processing staff in supporting all bank marketing efforts and cross-selling products. Responsible for ensuring compliance of all policies and procedures affecting day-to-day operations.

Responsibilities

• Oversee center cash operations including cashboxes, vault, ATM, and TCRs to ensure center cash is managed, balanced, and secured within established limits following bank policy.
• Process client transactions accurately and efficiently and provide approvals and overrides to safeguard against fraud and errors.
• Stay informed on operational updates and communicate critical policy, procedure, and compliance changes or alerts to the team.
• Manage access controls by ensuring proper dual control where applicable, and uphold secure handling of keys, combinations, and sensitive assets in accordance with bank procedures.
• Mitigate the bank’s risk as outlined in the Compliance and Risk Management section below including assisting with cash audits and ensuring accurate record retention.
• Lead the Operational Performance of the banking center through maintaining control over key risk areas of the center, including tellers’ difference, operational losses, and audit control procedures, resolution of out-of-balance conditions, compliance, and quarterly and annual audit functions.
• Ensure all audit and security policies and procedures are followed during open hours and at banking center opening and closing.
• Control the inventory of cash, Official Checks and Personal Money Orders through dual control.
• Lead the Client Experience efforts of the banking center, including delivering excellent client experiences consistently and promptly resolving client issues effectively.
• Aid in enhancing individual knowledge to better serve clients by attending relevant sales, service, and product knowledge meetings, training classes, and web-based learning.
• Cross-sell and make referrals to bank partners to generate new business and deepen existing client relationships.
• Explain product benefits, changes, restrictions, requirements, and any other relevant product information to clients, prospects, and associates.
• Maintain workflow and handle scheduling the associates supporting financial transactions.
• Observe, coach, and lead the transactional processing team to ensure all strategic initiatives are executed effectively.
• Assist in evaluating employee performance and counseling when needed.
• Aid in determining and satisfying training needs and establish performance plans.
• Conduct meetings to develop a communication line to explain and institute new policies and to ensure continuous development of staff.
• Aid in conducting meetings to promote sales, product knowledge and client service.

Qualifications

• High school diploma or GED required
• Bachelor’s degree preferred and 2-5 years of experience or equivalent combination of education and experience
• Computer and office equipment skills: Microsoft Office suite
• No certifications, licenses, or registrations required
• NMLS certification not required

Skills

• Customer service
• Operational efficiency
• Compliance and risk management
• Sales and service
• Team management

Benefits

• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match