Banking Operations Specialist

Job Summary

The Banking Operations Specialist is responsible for responding to internal customer inquiries and requests in a timely and efficient manner. This role serves as a second-level support resource, providing operational guidance on bank policies and procedures, core system functionality, branch applications, and product-related matters.

Key responsibilities include ensuring the accurate and compliant completion of operational tasks, monitoring service interactions, and identifying areas for improvement. The Banking Operations Specialist collaborates with branches and internal departments to escalate and resolve complex issues as needed. Additionally, the role supports the implementation of updates and enhancements to the bank's core systems in coordination with the software provider.

Key Responsibilities

• Maintain a high level of professionalism in all interactions with Bank employees, fostering positive relationships through clear and effective communication.
• Demonstrate advanced knowledge of Bank operational policies and procedures.
• Provide high-level support to branches regarding operational issues, policies and procedures, systems, applications, and product inquiries.
• Respond promptly to all Branch inquiries and approval requests received via the department Outlook mailbox, PERForms system, and phone.
• Analyze and interpret information provided by Branch personnel alongside Bank policies to determine appropriate resolutions; ensure follow-up until full resolution is achieved.
• Approve or decline requests within the scope of the department's delegated authority.
• Coordinate, manage, and escalate complex approval requests to appropriate departments, ensuring timely follow-up through resolution.
• Remotely access Branch workstations to troubleshoot core banking system issues; escalate unresolved problems to Management, as necessary.
• Accurately log and track all incoming calls, emails, and PERForms requests using the department tracking system, including issue type, contact details, and resolution documentation.
• Open, monitor, and manage service cases with the Bank's core system vendor and other application providers.
• Collaborate with internal departments to review system enhancements, patches, custom developments, and fixes for the Bank's core system.
• Develop and manage timelines for implementation of system updates, enhancements, and projects in coordination with stakeholders.
• Create detailed test scripts to validate system changes and ensure functionality aligns with business requirements.
• Execute validation and user acceptance testing (UAT) for system enhancements, patches, custom code, annual releases, and ancillary applications in both test and production environments.
• Participate in and lead Bank initiatives and projects related to branch enhancements and new system implementations.
• Provide training and guidance to department staff, as needed.
• Draft and update departmental procedures assigned by Management to ensure accuracy and compliance.
• Complete advanced external training courses to maintain and enhance job knowledge and technical expertise.
• Participate in the Bank's Tour of Duty program.
• Work weekends and outside regular business hours as needed to support operational requirements.

Compliance Responsibilities

Complies with all applicable state and federal banking laws, regulations, and internal policies related but not limited to lending, operations, and deposit requirements, including Bank Secrecy Act (BSA), Anti-Money Laundering (AML) requirements, Office of Foreign Assets Control (OFAC) regulations, Customer Identification Program (CIP) requirements, Financial Elder Abuse reporting laws, Sexual Harassment prevention policies, information security and privacy requirements.

Required Knowledge

• Comprehensive understanding of the Bank Protection Act (BPA)
• In-depth knowledge of Bank Secrecy Act (BSA) requirements
• Familiarity with the Privacy Act and data protection standards
• Strong knowledge of Bank operational policies and procedures
• Proficiency in banking systems, particularly the Bank's core application
• Working knowledge of Bank products and services
• Expertise in Branch operations, including Teller functions, New Accounts, and general operations.
• Understanding of key banking regulations, including:
• Regulation CC (Funds Availability)
• Regulation D (Reserve Requirements)
• Regulation DD (Truth in Savings)
• Regulation E (Electronic Fund Transfers)
• General knowledge of the Fair Credit Reporting Act (FCRA)
• Familiarity with Safe Deposit Box procedures and controls
• Knowledge of FDIC insurance guidelines and coverage
• Understanding of Unclaimed Property laws and regulations
• Proficiency in New Accounts policies and procedures

Knowledge, Skills and Abilities

• Strong ability to assess situations, exercise sound judgment, and provide effective guidance.
• Demonstrated critical thinking and problem-solving skills.
• Proven ability to lead, motivate, and influence others.
• Excellent client service skills with a focus on responsiveness and relationship-building
• Highly detail-oriented with a strong commitment to accuracy and quality
• Effective process improvement mindset with the ability to identify and implement efficiencies.
• Strong time management skills with the ability to prioritize and meet deadlines in a fast-paced environment.
• Advanced analytical skills with the ability to evaluate complex information and recommend solutions.
• Excellent interpersonal skills with the ability to collaborate across departments.
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• Excellent oral and written communication skills
• Proficiency in telephone and professional communication etiquette
• Working knowledge of Microsoft Office applications (e.g., Outlook, Excel, Word)
• Familiarity with banking operational systems and technologies
• Strong focus on quality assurance and continuous improvement

Equipment Operated

• Operates standard electronic computers and customary office equipment required to perform essential job functions.
• Use of equipment is required, with or without reasonable accommodation, in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA).

Physical Requirements & Work Environment

The physical demands and work environment characteristics described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Nothing in this description is intended to limit the availability of reasonable accommodation under applicable law.

• Ability to perform repetitive movements associated with office and computer-based work.
• Ability to sit and or stand for extended periods of time to perform essential job functions.
• Ability to lift, carry, or move objects weighing up to 25 pounds, with or without reasonable accommodation.
• Ability to use hands and fingers to manage, manipulate, or feel objects and operate standard office equipment.
• Work is primarily performed in an office environment with a controlled temperature and standard office conditions.

Education and Experience

• High school diploma or equivalent required
• Demonstrated experience with core banking systems required.
• Minimum of 2+ years of banking experience, with a strong working knowledge of banking operations

Minimum Absence Requirement

Some positions within the Bank have been designated as sensitive positions due to access to critical systems, records, or processes. In accordance with Bank policy and sound internal-control practices, employees in sensitive positions are required to complete a mandatory consecutive absence from essential duties each calendar year to support segregation of duties and independent review.

The required absence will be scheduled in coordination with management to ensure continuity of operations. Administration of absence, including paid or unpaid status, will comply with all applicable federal, state, and local wage and hour and leave laws, including California requirements.

Required Minimum Absence for This Position: Two (2) Consecutive Weeks

Officer Title Eligibility

For qualified positions, the Bank may designate an Officer Title based on the role's job level, scope of responsibility, and alignment with established competency frameworks. Eligibility for an Officer Title designation is contingent upon the employee meeting defined competency, performance, and experience requirements and is governed by applicable Bank policies, governance standards, and required approval processes.

• This position is not eligible for an Officer Title.

Compensation

The listed range represents the full compensation range for this position. Placement within the range will be determined based on factors including skills, relevant experience, job-related qualifications, geographic location, and internal equity, in accordance with Bank compensation policies.

• Non-Exempt Hourly Rate: $22.50 - $33.50 per hour

Disclaimer

This job description is intended to describe the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform other duties as assigned, consistent with business needs and applicable law.

Farmers and Merchants Bank of Long Beach reserve the right to modify, amend, or discontinue job duties or requirements at any time. Nothing in this job description creates a contract of employment, either express or implied, or alters the at-will nature of employment.