Branch Operation Supervisor

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.

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 / CORE COMPETENCIES

Two year degree or equivalent experience. Two years branch staff experience, supervisory experience and progressive Bank experience.

OTHER QUALIFICATIONS / SKILLS

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