Branch Support Specialist I

Job Description

Job Description

JOB PURPOSE

Responsible for providing branch employees with adequate support regarding internal policies and processes. Independently assesses and processes inbound inquiries to accomplish a satisfactory result for the internal customer and the bank. Provides internal customer service for all branch employees according to department service standards.

 

DUTIES AND RESPONSIBILITIES

1. Professionally processes inbound internal customer calls, emails, and other modes of communication concerning bank policies and procedures, processes, products, service information, technologies, questions, special programs, and various other requests. 
2. Efficiently interprets and explains to internal customers bank policies and procedures, processes, products, service information, technologies, questions, special programs, and various other requests. Ensures internal customers understanding of the information being communicated.
3. Provides internal guidance, support, and problem resolution through various communication channels, such as phones, intranet, email, conference calls and training sessions.
4. Maintains knowledge and compliance of various bank products, services, policies, procedures, banking laws and regulations.
5. Proactively serves as a liaison for the internal customer and external customers. Pursues solutions on behalf of the internal customer, takes ownership of customer problems and independently resolves inquiries.
6. Maintains procedures for current content in the knowledge base.
7. Execute operational duties such as account maintenance, balancing, and other tasks. 
8. Maintains knowledge and support for VeraBank systems.

CONTACTS

Daily contact with branch employees, supervisor, co-workers, and other bank departments. 

 

SPECIFIC REQUIREMENTS

1. Excellent oral and written communication skills.
2. Excellent customer service skills.
3. Ability to work independently and as a team.
4. Knowledge of various computer programs and various electronic communication channels. 
5. Proficient with Internet, email, and other technologies.
6. Ability to resolve customary service Inquiries effectively and independently.
7. Excellent time management and organization skills
8. Excellent in accuracy and thoroughness
9. Ability to multitask.

PREFERRED REQUIREMENTS

1. Two or more years of experience in banking in a retail or operations position.
2. Familiar with the bank’s core accounting system.
3. Comprehensive knowledge of banking rules and regulations.
4. Detail oriented.
5. Knowledge of various banking departments.
6. Effective provider of training and coaching to internal staff.

 

PHYSICAL REQUIREMENTS

1. Office setting with moderately varied desk-oriented activity, with fatigue being relieved by opportunities to stand and move around in a comfortable environment. 
2. Occasional lifting and carrying of objects weighing up to 15 pounds. 
3. Motor vehicle travel between bank locations may be required.

NOTICE

1. This job description in no way states or implies that these are the only tasks to be performed by the incumbent occupying this position. The incumbent will be required to follow any other instructions and to perform any other job-related duties.
2. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform in this position successfully, the incumbent will possess the abilities and aptitudes to perform each task proficiently.
3. Ability means to possess and apply both knowledge and skill.
4. This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions. All requirements are essential to the function of the position.
5. This job description describes the minimum selection requirements to qualify for the position. However, promotion and other employment decisions are also based on Bank needs, being in good standing, fully competent performance, and other non-discriminatory issues.
6. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
7. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
8. This position description does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.