Branch Operations Specialist

About the role

A Branch Operations Specialist (BOS) is responsible for ensuring that all employees adhere to branch operations guidelines and that all systems operate smoothly and efficiently according to established policy and procedures. The BOS is also responsible for creating an exceptional customer experience through their knowledge of available products and services. The BOS demonstrates Civista Bank’s mission to improve the financial lives of our employees and shareholders, and to make a difference in the communities that we serve.

Responsibilities

• Ensure operational tasks are followed and completed daily by all branch employees.
• Retain operational materials and manage audits to ensure operational soundness.
• Create an exceptional customer experience daily by processing transactions, building relationships, assessing needs, recommending products, and referring partners to customers, thus growing the bank.
• Develop an expansive knowledge of products and services to fulfill customer needs and solve problems daily.
• Execute customer requests with speed and accuracy.
• Understand all aspects of consumer lending in daily and weekly activities; build customer trust and manage relationships through the life of the lending process.
• Maintain constant, consistent communication internally and externally to provide an outstanding customer experience.
• Adhere to regulations, follow policies and procedures to ensure safety and soundness of customers and the bank.
• Demonstrate dedication to daily personal growth through active learning, adapting to new procedures and systems, and refining skills to grow the organization and the team.
• Understand and encourage the use of technology in everyday banking interactions, including teaching customers how to use technology, mobile banking, P2P, online banking, etc.

Requirements

• Minimum 2 or 3 years’ experience in a branch banking environment.
• Knowledgeable in all areas of operations, including customer service, new accounts, and lending.
• Excellent oral, written, and presentation skills.
• Detail-oriented with the ability to work under deadlines and frequent interruptions.
• Associate’s Degree preferred.
• High School diploma or equivalent required.

Physical Requirements

• Work involves eye strain due to the constant use of computer screens, reading reports, and similar tasks.
• Work involves the ability to concentrate on tasks under sometimes distracting conditions.
• Work involves lifting and moving objects up to 50 lbs.
• Work involves the ability to read, hear, write, and communicate professionally both in person and via telephone, and sitting for long periods at a time.
• Work involves some travel to attend meetings, training, and similar activities.