Branch Operational Support (Help Desk) Position Available In Davidson, Tennessee

Job Description:

Primary Office Location:

4140 East State Street. Hermitage,Pennsylvania. 16148.Join our team. Make a difference

• for us andfor your future.

Position Title:

Branch Operational SupportRepresentativeDepartment:

Retail SupportReports To:

Supervisor,Retail SupportPosition Overview:

The Branch Operational SupportRepresentative plays a vital role in supporting branch operationsby resolving complex issues and ensuring consistent communicationacross the organization. This position provides expert assistanceto frontline and Bank-wide staff via the HELP Line and departmentmailbox, offering guidance on ARGO and other systems. The role alsocontributes to special projects and supports initiatives impactingphysical branch operations.

Primary Responsibilities:

Frontline Support:

Provide timely, courteous assistance tocustomer-facing and internal staff through the HELP Line anddepartment mailbox. Offer functional guidance on ARGO and relatedsystems, troubleshoot issues, and escalate or redirect inquiries asappropriate.

Branch Operations Support:

Support activities related to branchopenings, consolidations, closures, and acquisitions. Coordinatewith vendors, arrange cash logistics, update access to servicessuch as Wells Fargo Foreign Currency Exchange, and provide trainingon equipment like cash recyclers.

Branch Risk & Compliance Liaison:

Act as a resource for branchstaff to resolve issues related to Beneficial Ownership, CustomerIdentification Program (CIP), and compliance with operationalprocedures. Review and validate customer documentation such asPowers of Attorney, Trust Agreements, Letters of Authority, andbusiness entity documents.

Identify, report, and manage risks inaccordance with F.N.B. Corporation’s risk management framework.

Ensure compliance with all regulatory requirements and internalpolicies.

Project Participation:

Contribute to departmental andcross-functional projects as assigned, ensuring timely and accuratecompletion of tasks.

Position Title:

Retail SupportRepresentativeBusiness Unit:

Retail OperationsReports to:

Supervisor of Retail SupportPosition Overview:

This position isprimarily responsible for assisting with complex branch issues andensuring consistency of information through answering calls andemails presented to the department via the HELP Line and departmentmailbox respectively. The incumbent is also responsible forprojects that are assigned to the department.

PrimaryResponsibilities:

Provides timely and courteous assistance tocustomer-facing and other Bank-wide staff through the HELP Line anddepartment mailbox by answering rotation queue telephone calls andemails respectively. Answers questions, provides functionalguidance with Premiere Teller and other system actions, researchessituations and escalates issues or redirects to another supportdepartment.

Acts as liaison to branches to resolve issues such asBeneficial Ownership, CIP and compliance with operationalprocedures. Reviews customer documentation such as POAs, Trustagreements, Letters of Authority, required business documentation,etc.

Assists in training for customer-facing staff and Bank-wideemployees by developing hand-out materials to include screen shotsand visuals for product and new software training,draftingcommunications regarding product, procedure or software forRetail Bank or Bank-wide distribution.

Assists in activitiesaffecting physical branches such as de novos, consolidations,closings and branch acquisitions, including contacting vendors,arranging cash deliveries and pickups, updating access to WellsFargo Foreign Currency Exchange, training on cash recyclers orother equipment as directed by Supervisor of RetailSupport.

Performs other related duties and projects as assigned.

Allemployees have the responsibility and the accountability to serveas risk managers for their businesses by understanding, reporting,responding to, managing and monitoring the risk they encounterdaily as required by F.N.B. Corporation’s risk management program.

F.N.B. Corporation is committed to achieving superior levels ofcompliance by adhering to regulatory laws and guidelines.

Compliance with regulatory laws and company procedures is arequired component of all position descriptions.

Minimum Level ofEducation Required to Perform the Primary Responsibilities of this

Position:

High School or GEDMinimum # of Years of Job RelatedExperience Required to Perform the Primary Responsibilities of this

Position:

1Skills Required to Perform the Primary Responsibilitiesof this

Position:

Excellent customer service skillsExcellentcommunication skills, both written and verbalDetail-orientedAbilityto work and multi-task in a fast paced environmentAbility to use apersonal computer and job-related softwareMS Word

• Basic LevelMSExcel
• Intermediate LevelMS PowerPoint
• Basic LevelExperience inPremier Teller, Business Process Manager, Web Director or bankingsupport beneficial, but not requiredLicensures/CertificationsRequired to Perform the Primary Responsibilities of this

Position:

N/APhysical Requirements or Work Conditions BeyondTraditional Office Work:

N/AEqual Employment Opportunity (EEO):

It isthe policy of FNB not to discriminate against any employee orapplicant for employment because of his or her race, color,religion, sex, sexual orientation, gender identity, nationalorigin, disability status, or status as a protected veteran. FNBprovides all applicants and employees a discrimination andharassment free workplace.