Consumer Operations Officer

There are important qualities you look for in an employer – meaningful work, community engagement, competitive benefits, commitment to employee development, and so many more. At Bankers Trust, our team members experience an inclusive and community-focused culture and we’re proud of the premier workplace we’ve created. We regularly receive best in class results through our biennial employee engagement survey. We’re also proud to receive recognition from others, including our designation as a “Best Place for Working Parents®,” being a four-time recipient of the Greater Des Moines Partnership’s Inclusion Award, and being named one of the “Best Businesses Supporting Local Charity” by readers of the Business Record.

Job Summary:

The Consumer Operations Officer will provide ongoing support to all branch and private banking employees, in all markets, to ensure they are adequately trained and current with new and existing consumer products and services. They will act as a liaison between the branch staff and various operations departments to determine best practices and procedures and will work with the compliance department to ensure branch staff is up to date and aware of regulation changes. They will also act as the consumer services subject matter expert in the execution and deployment of projects and products and services for the division.

Primary Functions and/or Responsibilities:

• Completes day-to-day research and resolution of problems/issues and exception approvals for branch staff, including Managers and Assistant Managers
• Works alongside Consumer Operations & Risk Manager to identify and analyze risks in order to document necessary internal controls
• Ensures compliance with the bank’s overdraft policies and procedures
• Writes and distributes reports to aid the branch, division, and bank sales efforts
• Assists in coordinating the compliance efforts of the consumer division as it relates to various regulations that govern consumer banking
• Manages Consumer Services SharePoint site to ensure a useful and up-to-date resource for policies, procedures, product information, FAQs, customer communications, training materials, and branch alerts
• Assists Consumer Operations & Risk Manager in conducting audits of the branches and cash vault as it relates to efficiencies, dual control, cash handling, and other elements identified in internal processes and procedures
• Assists Consumer Product Manager – Digital Services in developing product marketing materials to coincide with new product rollouts, upgrades, enhancements, or other changes to the product line
• Researches and identifies training needs to meet the overall goals and objectives of the consumer division and reports them to Retail Training & Pool Officer
• Supports the Retail Training & Pool Officer in the design, development and delivery of Retail training programs related to product and project deployment
• Supports the Retail Training & Pool Officer in the delivery of job specific training including system, software, procedural, and regulatory
• Works closely with Consumer Product Manager – Digital Services and Consumer Customer Experience Manager to coordinate product communications. Utilizes training manuals, resources, and other necessary materials to ensure the communication is consistent within all branch locations and business partners
• Develops and administers procedures for the consumer division
• Supports the Consumer Operations & Risk Manager in the research of potential systematic changes for risk reduction and process improvement
• Supports the Consumer Product Manager – Digital Services in the analysis of potential product offerings and makes recommendations to management regarding implementation of those products or services
• Interacts with vendors to assess products/enhancements
• Leads product development teams of bank officers, bank staff and vendor representatives when implementing new products
• Negotiates contract terms and pricing with existing and potential vendors which support the consumer services
• Performs other duties as assigned

Education and/or Experience:

• College degree preferred, but equivalent education and related job experience combination may be substituted
• At least two years of banking experience required
• At least one year of experience in a leadership capacity preferred (i.e. team lead or supervisor)
• Four-year college degree in a related field preferred OR an equivalent combination of education and experience

Specific Skills, Knowledge & Abilities:

• Understanding of bank operations
• Ability to comprehend and create varying financial data reports and summaries (e.g. budgets, cost/benefit analysis)
• Ability to lead, monitor, evaluate, direct, encourage, and motivate team members

Hiring Salary Range

The hiring range below reflects targeted base salary. Actual compensation will be determined based on the candidate’s prior related experience & education and will be finalized at the time of offer. In addition to base salary, most positions are also eligible to participate in our annual bonus program. Select positions may also be eligible to earn incentives and/or commissions. Hiring Salary Range: $65,000 - $76,000 

Benefits

• Group Health, Dental, and Vision Insurance
• Generous Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• 401(k) plan with lucrative company match
• Tuition assistance
• Company Paid Life Insurance
• Paid Parental Leave
• Lifestyle Accounts that provide employees with reimbursement for the things that are most important to them such as childcare, student loan payments, gym memberships, pet insurance and much more.
• Team Member Banking - a suite of products and services with special benefits for employees

Hybrid Eligibility: Position may be eligible for a hybrid work schedule (requiring some days in the office each week).

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

“PROTECTED VETERANS” AND “INDIVIDUAL WITH DISABILITY”