Branch Operational Specialist

About the Role

The Branch Operational Specialist leads critical operational tasks within the branch, including oversight of internal risk processes, financial center cash management, ATM management, branch scheduling, and the annual financial center operational review. This role supports advanced paying/receiving duties and enhances the overall service and client experience. The specialist engages in basic conversational discovery with clients to align their needs with appropriate solutions, ensuring client value and repeatable goal attainment. The role requires sound judgment to balance risk management with client experience.

Responsibilities

• Assume leadership and accountability for ensuring sound operational and risk policies and procedures.
• Oversee all aspects of branch cash management, including ordering, balancing, maintaining cash levels, and ATM cash management.
• Ensure completion of defined security tasks, such as monthly alarm testing and security training for associates.
• Partner with the Branch Executive Officer/Banking Specialist IV to manage teller differences and scanning errors.
• Support a positive client experience by performing teller transactions accurately and balancing the teller cash drawer daily.
• Provide necessary overrides for transactions to support sound risk management.
• Assist with branch opening and end-of-day processes.
• Support onboarding of new associates, serving as a mentor/coach through on-the-job training and job shadowing.
• Engage in client conversations to identify referral opportunities for deposit growth, credit card sales, and business partner relationships.
• Provide an exceptional client experience during routine transactions by adhering to the Bank’s core client courtesy standards.
• Demonstrate a working knowledge of all Bank products, services, and usage channels, with high proficiency in personal accounts.
• Maintain technical proficiency in client delivery channels, including online banking, mobile banking, and debit card management.
• Support marketing and sales strategies through outbound calling activities to identify sales opportunities.
• Manage operational reporting, including monthly security reporting, cash item reconcilement, overdrawn accounts, and past due safe deposit boxes.
• Manage retention documents within the branch in adherence to the Bank’s Retention Policy.
• Ensure the branch is appropriately staffed to support a positive client experience.
• Understand and apply the Bank’s BSA/AML Policy, including reporting suspicious activity to the BSA Officer.
• Complete all required annual regulation, sales, and service training.
• Coordinate tasks with personnel from applicable departments to ensure smooth information flow.
• Attend coaching and counseling sessions to improve communication, performance, and action plan development.
• Perform other reasonable duties as assigned by the supervisor.

Requirements

• A high school diploma or equivalent.
• A minimum of one (1) year of experience in related banking positions, including bank product and services training. Six (6) months of experience may be considered with the completion of a post-secondary 4-year degree.
• Proficient reading, verbal, and written communication skills.
• Strong mathematical and interpersonal relations skills.
• Adept at cross-selling bank products and services.
• Ability to competently coach and train new hires.

Skills

• Career Development: Proactively prepares for and participates in monthly coaching sessions; seeks advancement into challenging roles; sets and meets clear, measurable goals.
• Communicates Effectively: Demonstrates clear, concise, and confident communication with employees and clients at all levels; listens to and understands viewpoints of others.
• Focuses on the Client: Anticipates and identifies client needs; takes action to meet or exceed expectations; organizes work to facilitate responsiveness and meet deadlines.
• Judgment: Demonstrates sound reasoning and well-balanced thinking; balances action with analysis; problem-solves complex issues and identifies underlying causes.
• Teamwork: Enhances department and bank development through participation; holds self and others accountable for goals; builds strong working relationships; voices opinions constructively; fosters trust and collaboration.