Consumer Banking Operations Specialist

POSITION PURPOSE:

Provides operational support to tri-market branch network.  Maintains knowledge of bank’s sales, service and operations. Responsible for managing teller outage system for all three markets and serves critical role in reducing outages and preventing losses by actively monitoring outages and communicating effectively with personnel.  Acts as a resource to staff for operational and customer issues exercising discretion and good judgment.  Responsible for conducting branch audits, including surprise cash drawer, cash limit, CDM/CRM and vault audits as assigned. 

DUTIES, SCOPE, RESPONSIBLITIES & AUTHORITY:

Manages Teller Outage Database for all tri-market facilities by monitoring and researching outstanding outages. Communicates outage information to appropriate personnel. Conducts unannounced teller cash drawer, cash limit, CDM/CRM, and vault audits according to set standards. Assists with regular safe deposit audits. Monitors various general ledger accounts including Cash in Transit, ATM Control, and ATM Image Deposit Cash. Follows up on outstanding items. Calculates monthly teller and branch error ratios and communicates results. Prepare board report on outages. Completes other operational duties and projects, including incentive payments, various compliance monitoring tasks, report generation and tracking. 

Provides operational support to tri-market branch network.  Maintains knowledge of bank’s sales, service and operations. Maintains knowledge of vault and coin operations, security and fraud protections, and proof operations. Clear and concise two-way communication is essential in ensuring an efficient and productive workplace. Promotes team atmosphere, providing Legendary Service to co-workers and ensuring branch operations are in accordance with Branch Control Manual standards. Reviews outage information with tellers and communicates regularly with employees and managers. Responsible for identifying trends in the types of outages occurring and providing feedback to address issues identified. Responsible for compliance with all banking regulations which are applicable to the job, including Bank Secrecy Act and information security initiatives. 

Performs outage research and resolution, communicates with tellers, facility management and Consumer Banking Management, calculates teller and branch error ratios. Assists in promoting team atmosphere by providing Legendary Service to coworkers while ensuring branch operations in accordance with Branch Control Manual standards. Must prioritize tasks and work independently while also establishing a good working relationship with all branch staff.  Must be able to maintain confidentiality about customer and employee information.  Responsible for compliance with all banking regulations which are applicable to the job, including Bank Secrecy Act and information security initiatives.  Accountable for other tasks as directed. 

EXPERIENCE, EDUCATION AND SKILLS:

Retail banking experience preferred.  Knowledge of teller operations, currency and negotiable items, cash handling, ATMs, general ledger reconciliation, and proof operations. 

Advanced knowledge of all bank regulations, bank policies and procedures, and bank products and services.  Strong attention to detail with ability to work in a fast-paced environment with accuracy.  Must be self-motivated.  Excellent oral and written communication skills and strong customer relations skills. Ability to communicate effectively. Must work with employees and customers in a cooperative, positive, professional manner.  Good judgment and ability to handle confidential information and work quickly and accurately to analyze information and make decisions.  Should proactively assume additional responsibilities/duties/projects.  Successful completion of in-house training programs.