Branch Operations Support Specialist

Branch Operations Support Specialist II

The Branch Operations Support Specialist II performs intermediate and complex deposit operations support, including specialized account review, account maintenance, exception resolution, and procedure support. As a tester, validator, and process contributor, the position supports Continuous Improvement and Process Optimization through the controlled use, testing, validation, deployment, and ongoing support of AI, RPA, workflow, and other Automation tools. The position uses individual and department KPIs to improve quality, productivity, turnaround time, and service.

Responsibilities

• Perform detailed account checkback for consumer and business deposit accounts; verify setup, ownership, signer authority, required documentation, and applicable control requirements.
• Complete assigned reviews involving business documentation, IRAs, decedent affairs, powers of attorney, ticklers, and other specialized account types; research discrepancies and escalate legal, compliance, or policy questions.
• Complete account maintenance and block-posting using approved systems and Automation, including Navigator, Foxtrot, and MAP, with required authorization, validation, and documentation.
• Process disposition of funds, verification-of-deposit requests, and other assigned specialized work in accordance with documentation, approval, and dual-control requirements.
• Provide phone, chat, and email support; resolve routine and moderately complex questions and escalate higher-risk matters.
• Maintain assigned procedures, job aids, and control steps so documentation remains current, accurate, and audit-ready.
• Serve as a tester, validator, and process contributor for approved AI, RPA, workflow, and other Automation tools. Assist with business requirements, test scenarios, user acceptance testing, deployment, output validation, defect documentation, and required manual or compensating controls.
• Support Continuous Improvement and Process Optimization by analyzing exceptions, rework, process delays, recurring questions, and KPI trends and recommending changes that improve efficiency, accuracy, controls, and service.
• Monitor individual and department KPIs, including quality, accuracy, productivity, turnaround time, exception volume, and service; identify trends and recommend corrective or improvement actions.
• Provide guidance and knowledge transfer to less experienced associates on assigned processes, controls, systems, AI, RPA, and Automation tools.
• Protect all client and bank information; comply with bank policies, procedures, regulatory requirements, information-security standards, authorization requirements, segregation-of-duty controls, and quality expectations.
• Identify documentation deficiencies, operational risks, data-quality issues, or potential fraud indicators and escalate concerns in accordance with established procedures.
• Protect all client and bank information confidentially and follow all company policies.
• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.
• Other specified duties as assigned.

Compensation & Benefits

The Branch Ops Support Spec II position pays a range of $19.00 to $21.00 per hour depending on experience.

Full?time associates are eligible for our benefits package:

• Medical
• Dental
• Vision
• 401(k) plan
• Company paid life insurance
• Short and Long-term disability insurance
• Company paid vacation, paid leave and holiday

This position will remain open until a qualified applicant is hired.

Skills

• Intermediate knowledge of deposit operations, account documentation, account maintenance, branch support controls, and one or more specialized functions.
• Ability to interpret procedures, identify exceptions, conduct research, and determine when escalation or additional approval is required.
• Strong attention to detail, analytical judgment, organization, and follow-through across multiple priorities and service commitments.
• Clear written and verbal communication skills, including the ability to explain operational requirements and resolution steps.
• Proficiency with Microsoft Office and relevant core banking, document-management, workflow, and support applications.
• Working knowledge of AI, RPA, scripting, workflow, and other Automation tools; ability to document test scenarios, validate results, identify defects, and support controlled testing and deployment.
• Continuous Improvement and Process Optimization capability, including analysis of KPIs, root causes, process gaps, control weaknesses, and opportunities to reduce manual effort or rework.
• Ability to train and provide knowledge transfer to associates on processes, controls, system enhancements, and Automation tools.
• Ability to work independently on moderately complex assignments and collaborate across branch and operations teams.

Education & Experience

• High school diploma or equivalent required.
• Minimum one year of banking or financial-services operations experience required; deposit or branch operations experience preferred.
• Experience with specialized deposit processes, procedure ownership, Continuous Improvement, Process Optimization, testing, scripting, workflow, AI, RPA, or other Automation tools preferred.
• Proficiency with applicable operational systems and processes, which may include Integrated Teller, Teller Cash, Web Capture, Recycler processing, DynaLog, Payments One, Ascensus, AEM, and Terafina, as assigned.
• Equivalent combinations of education and relevant experience may be considered.

Physical Requirements

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. Position requires lifting and/or the exerting of up to 10 pounds of force.