Branch Operations Supervisor

Essential Duties and Responsibilities

• Provides excellent customer service and participates in creating a positive work environment.
• Processes, reviews, and approves a variety of routine transactions to include but not limited to deposits, withdrawals, and loan payments.
• Processes, reviews, and approves customer requests to include but not limited to cash advances, wires, foreign currency, cash exchanges, bond redemptions, transaction limit increases, and monetary instruments such as cashier’s checks, bank checks, money orders and gift cards.
• Performs vault duties to include cash shipments and distributing money to tellers, TCRs and ATMs as needed.
• Uses multiple computer programs and works with other internal departments to conduct research and resolve customer and employee issues.
• Answers emails and phone calls coming into the branch.
• Orders branch supplies and checks for customers.
• Uses teller equipment such as validators, branch capture, coin machine, currency counter, debit card machine, PIN/sig pads, TCR, and ATM to efficiently assist customers and reaches out to vendors as needed for assistance.
• Balances cash drawer at the end of the shift and compares totaled amounts to computer generated proof sheet.
• Ensures teller stations are organized, clean and stocked with necessary forms and supplies.
• Trains branch staff on all bank products and services.
• Trains staff in regard to compliance with all bank policies and procedures.
• Handles or assists staff with unusual transactions and answering difficult customer inquiries.
• Reviews and approves large transactions.
• Supervises tellers and CSRs and assigns appropriate workloads within the branch.
• Observes tellers to ensure the desired levels of customer service are being met in accordance with bank expectations and objectives.
• Builds customer relationships, utilizes the Connections software for recommendation/referrals, and trains staff to do the same.
• Ensures branch certification reviews/audits are completed as required and outlined in the Deposit Procedures Manual.
• Attends required trainings, meetings, conference calls and provides information received to branch staff as appropriate.
• Backs up branch security duties.
• Backs up CSR responsibilities.
• Provides oversight of branch operations staff on a day-to-day basis, to include scheduling, mentoring, and coaching.
• Provides input or assistance with branch staff meetings.
• Assumes all duties and responsibilities of the Branch Operations Manager when he/she is out of the branch.
• Completes action plans with staff, holds one-on-one meetings, and provides ongoing coaching.
• Provides feedback for performance evaluations.
• Aids in creating branch efficiencies.
• Follows all bank policies and procedures and complies with bank audit requirements.
• Complies with all employment laws and regulations as they pertain to staff.
• Performs all job duties and maintains compliance with all banking acts, laws, and regulations, and ensures staff has the training and resources to perform duties to maintain compliance with such acts, laws, and regulations.

Non-Essential Duties and Responsibilities

• Supports Branch Operations Manager with branch financials and growth expectations.
• Completes performance evaluations for operations staff and provides ongoing coaching and feedback on performance.
• Coordinates any facilities needs with the Facilities Manager and/or the Director of Branch Operations.
• Conducts business development calls/visits.
• Provides coverage at different locations, as needed.
• Attends community events to promote the bank.

Supervisory Responsibilities

Carry out supervisory responsibilities in accordance with Bank policies and applicable laws. Responsibilities include interviewing, selection of staff and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications Required

(Required education may be satisfied by experience and/or working knowledge)

High School diploma or equivalent. Must possess a valid driver’s license as some travel between branches and to/from Corporate may be required. At least three years of banking experience to include cash handling and new accounts. Two years of experience supervising staff.

Physical Requirements and Working Conditions

Standing for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner, or other basic business equipment. Ability to lift heavy items that may weigh up to 55lbs (e.g., boxes of copy paper/files, currency counters, coin bags etc.). Ability to perform repetitive finger, hand, and arm movements. The job is within the normal office environment range. Some travel between branches may be required (Rovers).

Qualifications Preferred

Five years of banking experience to include cash handling and new accounts. Three years of experience supervising staff.

Knowledge, Skills and Abilities Required
Requirements stated here are minimum levels of knowledge, skills and/or abilities to qualify for this position. To perform the duties and responsibilities of this position successfully, the employee must possess the abilities and aptitudes to perform each task proficiently. “Ability” means to “possess and apply” both knowledge and skill.

Knowledge

• Knowledge of all bank products and services to effectively refer customers through Connections.
• Knowledge of banking transactions.
• Knowledge of arithmetic to include addition, subtraction, multiplication, and division.
• Knowledge of financial reports as they pertain to branch profitability.

Skills

• Answering emails and phone calls (internally and externally) in a professional manner.
• Providing information to supervisors, co-workers, and customers to convey information effectively.
• Organization, prioritizing work and managing time effectively.
• Teaching others how to complete job duties.
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problem resolutions.
• Motivating, developing, and directing others as required by the job.
• Considering all potential actions and consequences in making a good decision relative to the situation at hand.

Abilities

• Ability to be exact or highly accurate to include balancing cash.
• Ability to communicate both verbally and in writing.
• Ability to be careful, detailed, and thorough in completing work tasks.
• Ability to develop constructive and cooperative working relationship with others.
• Ability to being open to change and variety in the workplace.
• Ability to read and understand information presented in writing.
• Ability to use mathematics to process transactions and resolve problems.
• Ability to effectively handle potentially stressful or confrontational situations.
• Ability to work well under pressure and in a fast-paced environment.
• Ability to exercise independent judgment.
• Ability to be honest and ethical.

Experience

• 3 year(s): Banking experience including cash handling and new accounts

Behaviors

• Thought Provoking: Capable of making others think deeply on a subject
• Team Player: Works well as a member of a group
• Loyal: Shows firm and constant support to a cause
• Leader: Inspires teammates to follow them
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Self-Starter: Inspired to perform without outside help
• Goal Completion: Inspired to perform well by the completion of tasks
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)