Branch Operation Supervisor Bilingual (English/Spanish)

Job Description

Job Description

Description:

“ROCKSTAR POSITION:” The Ultimate Career Opportunity

We are looking for a full-time A+ Team Player ready to ROCK their job!

Have you found your niche yet? If what you are looking for falls into what we offer below, we want to talk with you. If you haven’t found your niche, and are interested in growing and advancing your career, maybe you’ll find it working with First Federal Bank of Wisconsin!

Are you ready to start a career with room for growth?

Are you looking to do something with purpose and help others in the community while doing so?

Are you motivated to bring solutions and come up with creative ideas to improve something or start something new?

If you answered “yes” to the above, we would love to talk to you!

At First Federal Bank of Wisconsin

• We are on a mission to provide exceptional customer service.
• The Vision we live by is, “Every customer says, “My bank has my back!””
• We take our culture seriously—it is everyone’s job, and we hold each other accountable for keeping our workplace great.
• We frequently celebrate our successes.
• We are committed to making our community better. 
• We are the only bank in our state to win the Banky Award™—the mark of excellence in banking due to our measured excellence in customer service scores, culture scores, management of our bank, and the impact we make on our community

First Federal Bank of Wisconsin is growing tremendously, so we are looking for individuals who want to bring efficient solutions to the table to make this an even better workplace!

 

Right now, we have an exciting opportunity to join our banking family.

 

As a Rockstar Employee, you will help ensure that the exceptional customer service exceeds our customers’ expectations by excelling in these critical tasks:

• Providing a “Can Do” attitude in everything you encounter.
• Always doing the right thing, even when no one is watching.
• Being the BEST version of yourself.
• Building strong relationships with each person you interact with. 
• Meeting Conditions of Satisfaction in each project you are faced with.
• Maintaining and protecting highly-confidential information.
• Most importantly, being proactive in seeing what might be missing and making it happen to ensure our banking family is successful in everything we do!

A Rockstar Employee will possess the following background experience, skills, and attributes:

• The ability to welcome constructive criticism.
• Welcomes change and seeks growth opportunities. 
• Accountable and responsible—no excuses or whining!
• Possess a “ can do ” attitude with all tasks they encounter.
• Regularly takes on responsibility for areas beyond their basic job duties.
• Initiative to own responsibility for outcomes and get things done.
• Detail-oriented and focused on completing work of the highest quality.
• Open communication and staff camaraderie.
• Reliable in terms of attendance and punctuality.
• Committed to being on time and prepared to accomplish deadlines and goals.
• A commitment to grow

We believe work and life should be meaningful and beneficial to our employees and the bank. If you believe in this, too, we want to hear from you!

As Our New Rockstar Employee, you will enjoy the following:

• Compensation determined by education, experience, and related work history
• Outgoing and supportive teammates to ensure your success!
• Health insurance
• An “over the top” retirement plan
• Paid vacation
• Quarterly celebrations to recognize employees and their results
• Ability to cross-train and grow within the Bank

Who shouldn’t apply? If you: 

• Are not a team player.
• Are not willing to be authentic and open.
• Do not excel at independent, research-based activities.
• Become frustrated when faced with unexpected changes in plans.
• Become irritated when interrupted or asked to deviate from a task.
• Have difficulty planning a course of action without specific instruction.
• Lack communication and organizational skills.
• Have the inability to be quick on your toes while turning in the highest quality of work.
• Are someone who wants an everyday JOB. This is MORE than your basic JOB!

SUMMARY / OVERVIEW

The Branch Operations Supervisor is responsible for overseeing daily operational activities within the branch, ensuring compliance with bank policies and regulatory requirements, and providing technical expertise to support personal bankers and universal bankers. This role serves as the manager on duty, supervises branch staff, and acts as a key liaison between Branch Operations and the Deposit Operations teams. The position requires strong organizational skills, attention to detail, and the ability to lead and train team members effectively.

PRIMARY RESPONSIBILITIES

May perform any or all of the following duties:

Customer Experience - Branch Leadership and Oversight

• Serve as Manager on Duty, ensuring daily branch operations
• Supervise and support branch staff, providing guidance on operational procedures and compliance.
• In collaboration with Branch Managers and Lead Branch Manager, manage branch schedule to ensure adequate coverage on a weekly basis.
• Manage appointments/bookings for both consumer and commercial staff to ensure customers are taken care of within 1 hour of submission.
• Foster close collaboration between the Deposit Operations and consumer branch staff teams by aligning strategic bank initiatives with team priorities, as directed by Lead Branch Manager and SVP Operations

Branch Support functions

• Resolve complex operational and customer issues as needed
• Primary responsible for managing and responding to Consumer Help inbox, responding within 24 hours to all inquiries
• Assist Deposit Operations team with requests and delegate to branch staff as needed
• Write, update and maintain consumer banking procedures to ensure accuracy and compliance and train staff as needed
• Manage cash orders and maintain adequate cash level 

Improve Operational Efficiencies

• Gather potential process improvements and efficiencies and bring detailed plans for remediation to the Consumer Support Manager for prioritization
• Work with Fiserv as needed to identify potential efficiencies in the bank processes

Risk Mitigation, Compliance and Reporting

• Approve wire transfers in accordance with assigned approval limits
• Approve fee refunds and waivers within authorized limits
• Monitor and manage processing of legal and regulatory notices (levies, subpoenas, bankruptcies garnishments)
• Ensure accurate reporting of all customer complaints in the Complaint Log
• Serve as second reviewer for each new deposit account opening, ensuring correct documents and timely submission

Processing and maintenance tasks with accuracy

• Bounced eStatement email processing
• Certificate of Deposit (CD) maturity notices
• Manage branch Currency orders
• Perform Escheatments and unclaimed property processing
• Process Foreign currency orders
• Foreign checks processing
• Ensure Overdraft notices are sent out daily
• Handle Return mail processing
• Process Verification of Deposit (VOD) requests
• Research and resolution of stale-dated checks
• Safe deposit box administration
• Coordinate daily mail processing, logging and internal distribution
• Debit card maintenance, ordering, and expedited/instant issue oversight, tranblocker and travel notices
• Support Client 360 requests and Partner Care escalations 
• Coordinate Transends processing
• Open, track, research and resolve Fiserv cases as needed

 

OTHER RESPONSIBILITIES

Follow and enforce First Federal Bank of Wisconsin policies and procedures.

Follow and enforce all state and federal banking regulations.

Requirements:

REQUIREMENTS / CORE COMPETENCIES

• Two year degree or equivalent experience. Two years branch staff experience, supervisory experience and progressive Bank experience.
• Bilingual (English/Spanish)

OTHER QUALIFICATIONS / SKILLS

Sound knowledge of financial services, Bank Philosophy, time management and good communication skills.