Assistant Operations Officer

About The Role

The Assistant Operations Officer position is responsible for assisting in directing and managing the branch deposit operations personnel in providing a full range of services to customers and prospective customers. This role guides a team in delivering exceptional customer service, support, and solutions by owning the entire customer experience. Applies sound decision-making techniques pertaining to inquiries, approvals, and requests per existing policies and procedures;

stays within assigned approval limits and uses these instances as learning tools for employee development.

• Assists with coordination of activities to ensure operations are conducted in accordance with the Bank's policies, procedures, and practices.
• Responsible for producing accurate high-quality work while continually seeking to improve productivity, efficiency, and cost-savings measures of branch operations.
• Responds promptly to customer requests, inquiries, and complaints following through on commitments and obligations.
• Proactively protects the Bank and its customers from counterfeit and fraudulent activity by staying current on fraud warnings and initiating discussion with customers regarding specific transactions to prevent potential loss to customers and operational losses to the Bank.
• Finds opportunities to develop new customer relationships and enhance existing customer relationships by maintaining a thorough knowledge of and effectively promoting the Bank's products and services.
• Motivates all branch employees and assists in attaining consumer and business development goals through active participation and support of division campaigns and the High Performance Growth (HPG) Program.
• Assists with the branch certifications process, callback process, and monitors branch activity and quality control reports.
• Assists with maintaining appropriate cash supply and ensures proper cash controls are adhered to by all branch operations personnel.
• Performs or assists, as needed, with all Teller functions, including, but not limited to, processing deposits, withdrawals, loan payments, stop payments, selling cashier checks, and processing account holds.
• Performs or assists, as needed, with all New Account functions, including, but not limited to opening a variety of accounts (checking, savings, business, IRA, CD, HSA, Safe Deposit Boxes), account maintenance, create and troubleshoot online banking accounts, ordering checks and debit cards, and processing disputes.

• Keeps management appropriately informed of area activities and of any significant problems or complaints.
• Provides superior internal and external customer service: demonstrates self-governance, timeliness, courtesy, and respect toward customers, prospective customers, and organization personnel.
• Represents the Bank in a professional manner including a professional image, confidentiality, a positive can-do attitude, good attendance, punctuality, flexibility and adaptability in meeting Bank and customer needs.
• Keeps work area organized and tidy for efficiency and to maintain customer privacy.
• Completes and/or attends assigned training sessions within the assigned time frames and stays current on new operational procedures.
• Attends and participates in meetings as required.
• Must comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Duties, responsibilities, and activities may change or be assigned at any time with or without notice.
• May be required to work at other branches due to personnel shortages.

The Bank Secrecy Act is intended to safeguard the U.S. financial system and the financial institutions that make up that system from the abuses of financial crime, including money laundering, terrorist financing, and other illicit financial transactions. The Board of Directors is committed to complying with both the spirit of the regulations and the letter of the law. All employees are expected to understand and comply with all aspects of the BSA and to perform their job duties in accordance with Bank BSA policies and procedures.

Employees who willfully violate the BSA may be subject to civil and criminal penalties and termination of employment.

Indirectly supervises all Branch Deposit Operations personnel to include Branch Support Specialist, Personal Bankers, New Account Representatives and Teller Line personnel. Assists in carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include assisting with interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Typically, indirectly supervises between 4 and 8 FTE.