Assistant Operations Officer

Overview

POSITION SUMMARY
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 customer experience. Applies sound decision-making pertaining to inquiries, approvals, and requests within existing policies and procedures;

keeps within assigned approval limits and uses these instances for employee development.

• Assist with coordination of activities to ensure operations are conducted in accordance with the Bank’s policies, procedures, and practices.
• Produce accurate, high-quality work while seeking to improve productivity, efficiency, and cost-savings in branch operations.
• Respond promptly to customer requests, inquiries, and complaints; follow through on commitments.
• Proactively protect the Bank and its customers from counterfeit and fraudulent activity by staying current on fraud warnings and initiating discussions with customers to prevent potential losses.
• Develop new customer relationships and enhance existing ones by maintaining knowledge of and promoting the Bank’s products and services.
• Motivate branch employees and assist in attaining consumer and business development goals through participation in division campaigns and the High Performance Growth (HPG) Program.
• Assist with branch certifications, callback process, and monitoring branch activity and quality control reports.
• Maintain appropriate cash supply and ensure proper cash controls are followed by all branch operations personnel.
• Perform or assist with Teller functions (deposits, withdrawals, loan payments, stop payments, cashier’s checks, account holds).
• Perform or assist with New Account functions (opening accounts such as checking, savings, business, IRA, CD, HSA; account maintenance; online banking setup; ordering checks and debit cards; processing disputes).

• Keep management informed of area activities and significant problems or complaints.
• Provide superior internal and external customer service with self-governance, timeliness, courtesy, and respect.
• Represent the Bank professionally, maintaining confidentiality, a positive attitude, good attendance, punctuality, and adaptability.
• Keep work area organized and tidy to maintain customer privacy.
• Complete and/or attend assigned training sessions and stay current on new procedures.
• Attend and participate in required meetings.
• Comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Duties 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.

COMPLIANCE WITH THE BANK SECRECY ACT AND ANTI-MONEY LAUNDERING PROGRAM
The Bank Secrecy Act is intended to safeguard the U.S. financial system and the financial institutions that make up that system from financial crime. All employees are expected to understand and comply with all aspects of the BSA and to perform job duties in accordance with Bank BSA policies. Employees who willfully violate the BSA may be subject to civil and criminal penalties and termination of employment.

SUPERVISORY RESPONSIBILITIES
Indirectly supervises all Branch Deposit Operations personnel (Branch Support Specialist, Personal Bankers, New Account Representatives, and Teller Line personnel). Assists in carrying out supervisory responsibilities in accordance with policies and laws. Responsibilities include interviewing, hiring, training, planning, directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems. Typically, indirectly supervises 4–8 FTE.

About You
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to…