Operations Team Leader

Pay Range: $22.61 - $30.15

About the role

Under general supervision, this position performs various duties related to the Operations area. Assists department staff by handling escalated customer issues and complex problem resolution, supports training and procedure development, and may direct daily department activities or assist with administrative duties in the supervisor's absence.

Responsibilities

• 50% Assist other department staff by handling escalated customer issues, answering questions, and resolving complex problems.
• 25% Perform department-specific functions:
  • Call Center: Address a wide range of customer questions regarding products and services. Resolve complaints, problems, and errors promptly.
  • Operations, Exception Processing, and Mortgage Servicing: Process monetary and non-monetary transactions accurately. Perform data input, balance daily work, prepare regulatory reporting, and respond to customer and branch inquiries.
• 10% Assist with the training of department staff.
• 5% Support the continued development of department procedures.
• 5% Assist with administrative duties of the supervisor and direct daily department activity in their absence.
• 5% Other duties as assigned.

Requirements

• Associate’s Degree and/or equivalent business experience.
• Two years of experience related to the department’s primary function(s).

Skills

• Knowledge of accounting principles, organizational skills, basic banking practices, and bank products.
• Strong communication and interpersonal skills.
• Proficiency in PC skills within a Windows environment, including Word and Excel.
• Positive attitude and willingness to work in a team environment.

Unique Job Characteristics

Hours may vary and may not follow a standard 8:00 am to 5:00 pm schedule, depending on department needs.

Physical Requirements

• Ability to communicate effectively with internal and/or external customers.
• Stationary 75% of the time or greater.
• Ability to move objects up to 10 lbs.

Why Work Here

• Wellbeing: Generous time-off policies, wellness initiatives, and flexible work arrangements.
• Community Involvement: Opportunities for volunteer service and charitable partnerships to make a positive impact.
• Culture: Supportive leadership fostering an environment where every voice matters and employees feel connected and valued.
• Career Development: A wide variety of development programs and tools to help you reach your full potential.
• Total Rewards: Competitive compensation, comprehensive benefits, and performance-based incentives.
• Business Stability: Over 165 years of stability, growth, and well-defined planning as a trusted financial institution.

Benefits

Full-Time Employees

• Generous Paid Time Off: At least 22 days annually, prorated in the year of hire.
• Parental Leave: Six weeks of paid leave at 100% of your salary.
• Comprehensive Medical Coverage: Includes employer contributions to HSA for High Deductible Health Plan participants.
• Dental and Vision Coverage.
• Flexible Spending Accounts: For healthcare and dependent care expenses.
• Employer-Paid Disability Coverage: Short-term and long-term, with an option to purchase additional long-term coverage.
• Life Insurance: Employer-paid basic life insurance, with an option to purchase supplemental coverage.
• Voluntary Benefits: Including hospital, accident, and critical illness coverage.
• Retirement Plans: 401(k) with employer matching, optional Roth 401(k), and a pension plan.
• Adoption Assistance.
• Tuition Reimbursement.
• Employee Assistance Program (EAP).
• Pet Insurance.
• Financial and Banking Services: Various banking benefits and financial planning assistance.

Part-Time Employees (20+ Hours/Week)

• Medical Coverage: Includes employer contributions to HSA for High Deductible Health Plan participants.
• Dental and Vision Coverage.
• Voluntary Benefits: Including hospital, accident, and critical illness coverage.
• Generous Parental Leave: Six weeks of paid leave at 100% of your salary.

All Part-Time Employees

• Retirement Plans: 401(k) with employer matching, optional Roth 401(k), and a pension plan for employees working at least 1,000 hours in a calendar year.
• Paid Sick and Safe Leave.
• Employee Assistance Program (EAP).
• Financial and Banking Services: Various banking benefits and financial planning assistance.

Applicants must be authorized to work for any employer in the U.S. Sponsorship for employment visas is not available at this time.