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At Liberty, we strive to maximize our impact and exceed goals by investing in our teammates to deepen our relationships in the workplace and communities we serve. We take pride in promoting a socially responsible and sustainable future through initiatives and investment.

SUMMARY OF THE JOB:

Reporting to the Retail Banking Services Manager, the incumbent is responsible for supporting and analyzing operational processes in accordance with the Bank’s strategic plan. This role will serve as a liaison between the branches and various back-office operations and support teams to enhance operational efficiency and streamline processes while exhibiting Liberty Bank’s Mission, Vision, and Values.

The key areas of responsibility for this role include but are not limited to providing operational guidance and support, handling incoming requests and escalations, assisting with procedural development and implementation, and identifying needs for process improvement. This position also serves as a back-up to the Sr. Market Operations Leader, Market Operations Leader, as well as other positions within Branch Operations.

The Branch Operations Support Partner will ensure that all interactions with teammates are handled professionally, accurately, and with high-quality performance standards; ensuring optimal customer service, integrity, and profitability. The specialist maintains a strong and positive working environment; meets and exceeds departmental goals and standards, takes initiative, and participates in department and organizational projects to increase revenues, sales, and service.

ESSENTIAL FUNCTIONS:

Branch / Branch Administration Support

Serves as the main point of contact/subject matter expert for branch teammates. Provides a high level of responsiveness to inquiries related to a wide range of banking transactions. Analyzes, researches, and resolves escalated issues, such as, teller out-of-balance conditions reviewing documentation and reporting all resolved or unresolved outages to appropriate levels of management.

• Ensures clarity and direction and exhibits the necessary follow through.

• Establishes operational processes and ensures alignment with corporate operational strategies.

• Investigates operational issues and resolves general problems.

• Drives documentation process and evaluates information pertaining to Branch Operations.

• Serves as primary support to questions from branch teammates via skype, shared inbox and phone.

• Interacts regularly with internal customers to communicate information.

• May lead and/or assist in the development and distribution of policies/procedures.

• Accurately reviews, prepares and completes all operational reports, within established deadlines.

• Works with the branch teammates and consults with all levels of management within various business units to identify best solutions of problems and inquires and timely resolution of errors.

• Provide training, as needed, to branch staff, both new and existing as requested. Ensure all necessary training materials are provided to the Operations Team on a timely basis. Identify when training materials are needed and submit required request.

• Performs other related duties to support internal and external customer service needs and the overall daily branch operations.

• Manage Safe Deposit Box program for overall inventory, processing delinquency billing, and drilling boxes as approved.

• Serves as an administrator of the Signature Guarantee program to ensure we act in accordance with the program policy and procedure

• Operates as a back-up for essential functions within Branch Operations.

• Performs duties outside normal scope as assigned.

Monitoring/Compliance:

• Assists in the coordination, preparation and execution of Branch Reviews, prepares report of findings, and identifies issues to ensure consistency and compliance within the branch network.

• Perform daily operational tasks assigned to the retail support group ensuring adherence with established Bank policy and procedure, banking regulations, and specified deadlines.

• Protects the interest of the bank and minimizes losses through adherence to security measures and operational risk controls.

• Maintain a thorough working knowledge of all branches, compliance, and system related policies/procedures.

Project Management/Process Improvement/Analysis:

• Conducts or assists in planning, organizing, directing, and coordinating project management activities related to Branch Operations as assigned by the Director of Branch Operations.

• Participates on more complex projects assigned through the Project Management Office.

• Identify operational deficiencies and training opportunities by tracking inquiries through preparation and analysis of the branch operations scorecard.

• Assists with developing and implementing process improvements.

• Assists with various projects and activities of the bank.

• Performs quality assurance analysis through various reporting.

Cross-functional Collaboration:

• Works collaboratively with the branch operations team to create a "one team" environment and ensure consistency in work processing

• Represents Branch Operations in committees, meetings, and projects to maintain the integrity of the employee/customer experience.

• Provides impeccable customer experience and communicate professionally with all departments and colleagues.

• Identify and manage situations that require escalation to other departments

• Enhances the bank’s reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.

• Possess a work ethic that includes dedication, discipline, initiative and cooperation.

MINIMUM KNOWLEDGE/SKILLS:

• Understanding of Banking Operations and a minimum of 5+ years of banking experience

• Analytical skills to interpret data from varying sources and determine a strategic recommendation based on the analysis.

• Strong attention to detail across multiple functions/topics simultaneously.

• Highly adaptable and capable of supporting ever-changing demands of the business.

• Strong communication skills including presentation building and delivery skills, written / email communications, and documentation.

• Proficient in Microsoft Products

PHYSICAL REQUIREMENTS:

• General Office Equipment

• Keyboard Dexterity

• Prolonged Sitting

COMPLIANCE:

Acts affirmatively in all activities under his/her control in conformance with the Bank’s Affirmative Action, Equal Employment Opportunity, and Fair Lending Programs to achieve the Bank’s goals and objectives. The Bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin, or veteran status.

Liberty Bank is an Equal Opportunity employer. It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Job Details

Job Family Retail Banking

Job Function Staff

Pay Type Salary