Banking Center Operations Officer

Salary Grade : 18

SUMMARY:

The Banking Center Operations Officer supports daily operations across Mutual Bancorp's retail network, serving as a key liaison between departments and Banking Centers to ensure efficient issue resolution and coordination. The role includes monitoring operational performance, supporting training and communication efforts, and driving process improvements to align activities with strategic goals and enhance client experience.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

Banking Center Support

1. Provide day to day support to the Banking Centers, via phone, email and TEAMS.
2. Provide support across Mutual Bancorp's subsidiaries' Banking Center networks by periodically visiting Banking Centers and participating in retail meetings. These engagements help foster collaboration, identify process improvement opportunities, support peer audits, and contribute to other strategic initiatives.
3. Works closely with the Banking Centers, Deposit Operations, Banking Services Administration departments to develop and maintain departmental dashboards and metrics used for reporting.
4. Perform daily monitoring of internal controls to ensure Banking Center colleagues are adhering to established policies and procedures; escalating issues when identified including NSF decisions, Banking Center cash limits and periodic audits.
5. Follow through audit and examination recommendations and/or findings, ensuring safe and sound practices are being followed by Banking Center Operations and Banking Center personnel. Collaborating with affected personnel to ensure identified deficits are resolved in a timely manner.
6. Work with Accounting and Deposit Operations to resolve general ledger errors in a timely manner and provide feedback to colleagues, supervisors and training colleagues, when applicable, to improve job performance and client experience.
7. Assist with vendor management: Brinks, Loomis, Diebold, FIS Global, New England Money Handling, Custom Cards, etc.
8. Provide supervisory support and guidance to the Banking Center Operations Team.
9. Evaluate user access profiles and make recommendations to enhance the client experience and streamline workflow processes. User access will need to be modified frequently, utilizing the proper paperwork or workflow, when status change notifications are received.
10. Collaborate with Application Support on Silver Lake and Argo to develop, test and implement software enhancements, upgrades, parameter changes and custom work requests.
11. Work with inter-departmental teams, managers and colleagues to educate, gain consensus and implement projects through to their completion.
12. Ensure software enhancements, modifications and other related functions that impact Banking Center personnel are properly communicated, trained to and implemented.
13. Collaborate with the Learning & Development to enhance current program offerings and develop additional training to improve overall performance of Banking Center colleagues; participating in training programs as necessary.
14. Identify areas of weakness within all Banking Center roles and make recommendations to improve overall performance.
15. Attend and present operational updates at all retail Meetings.
16. Maintain advanced working knowledge of all retail facing applications to provide back-up support for all Retail functions. Emphasis will be on but not limited to: Argo, Check 21, 4Sight, Evolve, CXI, Synergy, Enterprise Workflow, and Synapsys. Provide external client support verbally and in writing to sustain good client relations.
17. Actively participate in the planning and preparation to open, close or relocate Banking Center locations.
18. Assist with managing safe deposit box operations. Ensuring bank procedures comply with current laws and regulations and Banking Center colleagues are properly trained to perform safe deposit box operations at each location that provides this service.
19. Perform annual safe deposit box escheatment.
20. Be present for each Safe Deposit Box drilling for non-payment. Transport contents to central vault.
21. Oversee Medallion Stamp Program as program administrator. Review users on a weekly basis. Review annual certifications.
22. Work closely with Human Resources to provide reporting and detail for performance management as part of the progressive disciplinary processes.
23. Maintain onboarding requirements for all retail associates to ensure each new or transferred colleague is confident in their role and able to focus on their responsibilities.
24. Work collaboratively with the various departments, as assigned by the Director of Banking Center Operations, as the liaison between such departments and Retail Banking.
25. Facilitate review and approval of service events exceptions
26. Participate in committees as requested, such as Operations Committee, Pricing and Compliance committees
27. Provide content and disseminate all necessary retail communications
28. Work with the Banking Services Operations Administrator on Banking Center Operations workflow, structure and administrative task distribution.
29. Provide coaching, training and support to Banking Services Operations Administrator and Supervisors

Retail Banking - Management Reporting, Interdepartmental Activity and Banking Center Support

1. Develop, test and implement new procedures when new products, services, account features, equipment and technological advancements are introduced to Banking Center personnel.
2. Maintain Knowledge Vault and other resources to provide Banking Center colleagues with a comprehensive resource that assists them to confidently and accurately complete tasks and transactions.
3. Works with the Managing Director of Retail Services, and the Director of Community Banking to provide leadership and feedback to Retail Banking Centers and team members regarding deliverables, opportunities and Banking Center performance

Projects

1. Provide Retail/Banking Center Operations representation on various projects, as requested.
2. Analyze projects for benefit to the bank, colleagues, and clients.
3. Make recommendations to Operations Committees or any other relative committee for new vendors, process or procedures
4. Work with interdepartmental teams, managers, and colleagues to educate, gain consensus, and implement projects through to completion.
5. Establish and review procedures, documents, and processes that relate to projects.
6. Ensure effective implementation of procedural improvements and additions.
7. Communicate pertinent information to others impacted by the project.
8. Develop and facilitate training for Banking Centers on new initiatives, vendors, process or procedures.
9. Develop processes and procedures for new projects and initiatives.

Client Correspondence

1. Provide back-up support to the Director of Banking Center Operations Officer to evaluate, respond, document and track Retail client complaints.
2. Draft and prepare correspondence. Ghostwrite documents for Managing Director of Banking Services Operations and Chief Banking Services Officer, when necessary. Ensures correspondence is neat, accurate and grammatically correct. Upon approval, distributes to appropriate parties.
3. Provide support in processing client complaints, including communication and updates to the Compliance Department.
4. Use logs and tickler system to ensure timely follow-up.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

• Bachelor's degree (or equivalent experience.)
• Obtain Accredited Payments Risk Professional (APRP) certification

EXPERIENCE:

• Minimum five years' experience in the field of retail banking.
• Three years' management experience and proven leadership capabilities, preferably in a retail banking environment.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to be an effective listener and critical thinker focuses on how each decision made could impact the client's experience.
• Ability to use risked based analysis when making approvals and exceptions.
• A forward thinker, someone who keeps abreast of the ever-changing banking environment.
• Asks questions and makes the client experience the top priority.
• A good decision maker, looking at and understanding the facts, asking questions and thinking about possible outcomes.
• Experience working, interacting and providing client service to people of diverse interests.
• Driven, confident, professional, resilient and highly organized.
• An agent of change. Ability to recognize, question, and make recommendations for change, then following through to make sure the changes are implemented.
• Ability to multi-task and prioritize. Proven record of accuracy and ability to meet deadlines.
• Ability to work collaboratively with peers and management.
• Excellent written and verbal communications skills.
• Proficient with Microsoft Excel, Power Point, Word and Outlook.
• Ability to learn how to use additional reporting tools, as identified by management.
• Must be able to work a flexible schedule, including weekends and evenings.

COMPETENCIES:

• System savvy/Digital supporter
• Critical thinker
• Effective communicator
• Change agent
• Mentor/Developer/Coach
• Problem Solving
• Adaptability