Assists the Operations Manager / Officer with the daily work activities of assigned branch staff in the full scope of retail banking transactions.
Provides supervision and support to all assigned areas of branch operations where service or assistance is needed; oversees activities of CSRs, Personal Bankers and other operations personnel; opens and closes the branch.
Assists the Operations Manager / Officer with the accurate completion of related operational reports initiated by the Bank’s data processor along with miscellaneous internal reports.
Assist the Operations Manager / Officer to ensure the maintenance of branch property by identifying and coordinating repairs and upgrades.
Actively participates in assuring quality control in regards to audits and certifications.
Reinforces through his or her own example all characterisitics of excellent customer service.
Actively involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services; monitors and coaches staff in cross-selling and product presentation; assists the organization of the branch, coordinating available resources (e.g. staff, materials) for maximum results.
Consistently applies sound decision-making techniques pertaining to inquiries, approvals, requests as they apply to exisiting policies and procedures; keeps within assigned approval limits and uses these instances as tools for employee development.
Perform all related CSR, vault teller, Personal Banker, Utility Specialist and safe deposit duties as required.
Conducts required staff meetings on such issues as compliance, operations, policy changes, etc.
Assists other branch offices in resolving operational inquiries and providing staff support; participates in various internal committees assigned by Senior Management.
Assists or may perform all technical operational areas; NSF and overdraft processing; holds and stop payments; Currency Transaction Reports; acceptance and research procedures for a variety of legal processes; ATM duties; documentation and procedures required for accounts involving the death of account holder(s); outgoing collections outgoing wires; certifications; balancing general ledger account(s) and processing and approving related entries.
Assists in performing personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment. The Operations Supervisor is involved in the supervision of daily activities of branch staff including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.
Opens and closes the vault daily; may prepare and process incoming and outgoing shipments; and may assist in balancing vault currency and coin.
Operates computer efficiently to process transactions, account activity and determine balances.
Assists clients and resolves problems within given authority.
Maintains strict confidentiality of all records and data received and produced.
Processes address changes, check and deposit slip orders, endorsement stamp orders, certifications, change orders and stop payments.
Types routine letters, reports and forms; maintains files, copies and faxes documents, and orders and distributes supplies; records, files, updates information or reports as required.
May accept Regulation E and ACH disputes acquiring appropriate documentation and signatures, and forwarding to appropriate department for processing.
Answers phones promptly and professionally; assists clients when appropriate; directs callers to appropriate Bank personnel.
Resolves escalated customer problems, issues and requests, and ensures a timely response.