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Position General Responsibilities:

This position is responsible for the overall operations matters and responsibilities in the Great Falls Market Branches. This may include but is not limited to the reporting, analyzing, reviewing, decisioning, reconciling, and completing all back office operations concerns regarding operations functions, processes, items and accounts for the Market branches in a timely and concise manner. This position will include other operational duties and responsibilities as required and directed.

Employees Supervised:

Overall management of the Lead Tellers and assist branch managers in Customer Service personnel management.

Minimum Qualifications:

+ Strong commitment to providing exceptional customer service.

+ Ability to work independently and as a member of a team.

+ Bachelor's degree in business, finance, or equivalent education/work experience.

+ Three-five years previous bank operations experience.

Dimension of Job:

Customer Service Representative (CSR) Functions:

+ Responsible for on-boarding of all new CSRs in the Great Falls Market

+ Complete training to become a “coach” for New CSRs

+ Facility and track new CSRs through the “Customer Experience Learning Map”

+ Fill in for CSRs when needed in Great Falls Branches and open accounts as needed

+ Possess sufficient knowledge of Cash Management services to complete limited customer servicing and ability to train new CSRs on simple servicing to Cash Management customers

+ Train CSRs, Tellers and all other employees on processing credit cards applications

Operational Verification Functions: (daily per Operations/Managers guide)

+ Responsible for resolving and answering non post questions on a timely basis.

+ Pull NSF list, review deposits. send to Manager and submit returns to Central Operations and complete NSF fee analysis noting refunds etc.

+ Review large items for return endorsements and submit to central operations on a timely basis.

+ Responsible for kiting report review investigation and awareness to RMM.

+ Review and report daily closed accounts report and note any large closures or issues,

+ Responsible for exception and tickler report review & report missing items to RMM.

+ Analyze and investigate deficit balances and fluctuation reports daily reporting oddities to RMM.

+ Other reports as required or as necessary for mitigation of Bank risk.

+ Review, analyze and consider reporting information as it complies with Bank protocol.

+ Act on analysis suggestions and offer procedural recommendations that comply with adherence to process and procedures set by Bank and using sound judgment.

+ Assist Lead Tellers/Branch Manager in recruiting and hiring new tellers

+ Provide any training needed for new tellers and Customer Service personnel

For full description, which includes physical mental demands please see attachment.