Branch Operations Officer

SUMMARY

The Branch Operations Officer is responsible for evaluating the operational soundness and effectiveness of all retail branch locations. Ensure operational activities run smoothly and efficiently for each branch by providing leadership, training and support to Area and Branch Managers and other team members in the bank. Track and analyze branch control certification results and recommend changes to operational policies, procedures, and controls. Assist branches with improving audit ratings and overall operations performance by providing targeted training and guidance.

This position is responsible for providing a full range of professional, and technical support to Sunwest Bank business clients. Performing the duties of onboarding new accounts and the maintenance of existing accounts, ensuring service level standards are met or exceeded. Partnering with all business units within the Bank to offer exceptional customer service to both internal and external customers within assigned timeframe.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform review of branch controls (safety and soundness, regulatory compliance, and compliance with policy and procedure) and evaluation of branch team overall performance of branch control tasks.
  • Visit each branch Semi-Annually until comfortable with performance, travel required.
  • Report results to Retail Leadership.
  • Use results to make recommendations for changes to training, policy/procedure, controls, etc.
  • Review important procedure updates from the previous month with the branch and cover any trends or issues identified from previous branch visits, audits, or other departments.
• Support branches in their response to audits (or Regulators and third-party examiners review of processes) and development of an action plan to remediate findings.
• Review and evaluate branch losses due to teller outages, bank error, and fraud losses and determine whether training is need or collaboration with leadership and HR is needed to address performance.
• Support branches in researching and resolving very difficult issues such as errors, unlocated outages, and complex account openings or customer transactions or legal questions.
• Collaborate with Security Officer and Compliance to develop retail training topics to insure uniform and consistent training for branches, and ensure training is being conducted by branches.
• Collaborate with Fraud Investigator develop retail training topics to insure uniform and consistent training for branches, and ensure training is being conducted by branches.
• Manage branch procedure development process and Intranet content ownership.
• Provide training on controls and procedures as needed or identified during branch certifications and assist with solutions training.

• Perform duties associated with the opening all types of new business accounts and maintenance of existing accounts including check orders, address changes, and updated or superseded signature cards.
• Perform duties associated with the opening Selfcare HSA accounts and maintenance of existing accounts.
• Provide first level support to internal/external customers related to business clients including, but not limited to: business online banking systems, remote deposit capture, debit card and general account inquiries.
• Support Sunwest Banks Sales Officers in their efforts to meet complex client needs.
• Participate and complete various other projects and duties as assigned in support if the overall success of the bank.

• Promote a professional image in all business activities through dedicated team member and customer relations.

ADDITIONAL RESPONSIBILITIES

• Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers, and management.
• Demonstrates high level of quality work, attendance, and appearance.
• Adheres to all Company Policies & Procedures and Safety Regulations
• Adheres to local, state, and federal laws.
• Understands and complies with all company rules and regulations.
• Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, Consumer Privacy, Regulation CC, Information Security, Bank Protection Act, FACT-Identity Theft, Information Technology and GLBA.
• Additional duties as assigned as it relates to the position.

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities.

MINIMUM QUALIFICATIONS

• Five to seven years branch banking experience.
• Strong analytical skills and extensive knowledge of bank services and processes.
• Extensive understanding of business financial fundamentals, with advanced accounting skills, mathematical aptitude, and computer spreadsheet skills.
• Demonstrate decision-making, and effective problem-solving skills.
• Maintain superior knowledge of policies, procedures, products, services, and related state and federal banking compliance regulations.
• Demonstrate willingness to accept progressively complex responsibilities.
• Expert knowledge of systems and applications to include, but not limited to, banking application software. Word processing, and spreadsheet software.
• Ensure the on-time delivery of project tasks.

COMPETENCIES:

• Adaptability
• Communication
• Decision Making
• Initiative
• Innovation
• Motivator
• Organization
• Professionalism
• Results Orientated

PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job.

• Standing, walking, and squatting less than fifty percent of the work shift
• Required to lift, move, and carry up to 40 pounds.
• Ability to read, count and write to accurately complete all documentation and reports.
• Must be able to see, hear and speak in order to communicate with employees and other customers.
• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms.

WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job within the environment.

• The workspace is clean, orderly, properly lighted and ventilated with the proper safety compliance.
• Noise levels are considered moderate.