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Job Description
Primary Role:
Responsible for overseeing daily branch and deposit operations, supervising front-line staff, resolving escalated customer issues, ensuring regulatory compliance, and driving operational efficiency. This position serves as a critical liaison between front-line teams, audit/compliance departments, and senior management. The role combines hands-on advanced customer support (e.g., online banking, commercial products, new accounts) with supervisory duties, process administration, training, quality control, and reporting to support branch profitability, risk management, and exceptional customer experience.
Main Responsibilities:
1. Supervision and Leadership of Front-Line Staff a. Directly supervise and manage teller staff and related personnel, including training, coaching, performance evaluations, scheduling, and leading by example. b. Assist with customer interactions, handle escalations, and provide guidance on complex service requests. c. Ensure proficiency in teller software, ATM operations, Dynacore cash machines, and other branch systems. d. Provide advanced assistance for issues beyond basic personal banker handling, including online banking (personal and business), mobile banking, website submissions, account research, and commercial online banking products. e. Assist the training coordinator with staff development programs. 2. Deposit Operations and Quality Control a. Oversee deposit-side file maintenance, account updates, and cross-branch coordination to ensure accuracy and consistency. b. Act as the primary link between front-line customer service, deposit department, and audit/compliance teams to verify procedures are followed and issues are resolved promptly. c. Troubleshoot internal operational issues involving Premier Teller processes, BPM (Business Process Management), deposit procedures, and compliance standards. d. Participate in bank-wide projects related to consumer and commercial banking initiatives. 3. Specialized Product and Compliance Expertise a. Maintain and update the ALCO Rate Sheet, including tracking manually adjusted interest rates on deposit accounts for certain specific customers. b. Prepare and manage monthly/periodic reports, including Lawyer's Trust Accounts, Real Estate Trust Accounts, sweep account reconciliations, Board Volume Reports, New/Closed Accounts Reports, and other required board or regulatory submissions. c. Administer and train on Business Process Management (BPM), and other new systems and procedures (like AEM, etc).
Requirements:
1. Bachelor's degree in financial field 2. Five years of banking experience 3. Have knowledge in basic computer skills and Microsoft office. 4. Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction. 5. Ability to effectively manage multiple responsibilities and priorities. 6. Operations and Compliance experience in Deposit department. 7. Teller and new accounts experience. 8. Ability to work effectively as a team member 9. Strong oral and communication skills 10. Careful attention to detail and time management
Pay:
$60,000.00 - $80,000.00 per year
Benefits:
401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off
Education:
Bachelor's (Preferred)
Experience:
Banking:
5 years (Preferred)
Customer Service:
5 years (Preferred) Operations management: 5 years (Preferred)
