Branch Operations Officer

POSITION SUMMARY:   

Primary Function of this role is to supervise the Branch’s Customer Service Representatives ensuring proper staffing, adherence to Bank’s polices & procedures and government regulations while proving excellent customer service. In addition, the role will require the processing of customer transactions in compliance with polices, procedures and customer service standards. This includes but is not limited to processing of deposit and withdrawals, check cashing, mail/phone transactions, fund transfers and wires, and cashier’s checks; verify appropriateness of customers’ documents, and support file maintenance

ESSENTIAL FUNCTIONS:

Branch Banking Operations (70%)

• Assist in the management and supervision of the branch’s operations activities ensuring compliance with the bank’s policies and procedures and government regulations

• Responsible for the daily review of new account documents and ensure the branch stays below the Bank’s guideline of total operation errors.
• Manage the teller line & assist in the supervision of branch Customer Service Representative staff to minimize operational losses. 
• Perform CSR functions as necessary
• Ensure branch receives a satisfactory rating on internal audits in areas of responsibility & Coordinate with Branch Operations Manager to respond to all audit related issues related to operations
• Review and implement recommendations from QA visits and ensure branch staff is adhering to regulatory compliance at all times
• Attend required monthly/quarterly operations meetings in the absence of the Branch Operations Manager with Retail Support Department and inform branch manager and branch employees of the up-to-date policies, procedures, and system applications  
• Assist Branch Operations Manager in allocating manpower and other resources, and to analyze activities of the branch to develop optimum efficiency and productivity in the operation processes and customer service
• Support Branch Operations Manager to maintain operating, personnel, and other expense within budget
• Ensure that the branch premises are secure and branch assets are protected & Ensure branch appearance is maintained in accordance with Bank standards
• Ensure all branch operations staff successfully complete all mandatory training assigned in a timely manner
• Coach the branch staff on operating procedures & Provide recommendations for improvement of branch operations

Customer Service Management (30%)

• Assist in the supervision of branch staff to ensure the branch exceeds customer expectations in terms of accuracy, efficiency, courtesy and professionalism
• Ensure that customer problems and complaints are managed professionally and effectively, responded to in a timely manner and maintained at a minimum level
• Refer customers to sales staff for cross-selling of bank products

OTHER RESPONSIBILITIES: 

• Perform related duties, as required, for the training and development purpose.
• Perform all assigned duties under Bank’s compliance programs and related laws & regulations.
• Successfully complete all mandatory training on related Bank’s and BSA compliance as well as other laws and regulations as assigned and in a timely manner. 

Education, Experience and Skills Required:

• Bachelor’s degree in business or related field is required.
• 3 years of customer services experience in the branch banking or related environment, which including 1 years of branch operations experience is preferable. 
• Thorough knowledge of Branch Banking-related information technology.
• Thorough knowledge of banking regulations and procedures.
• Knowledge of financial reports, branch banking operations, branch efficiency and productivity, audit procedures, and Bank’s laws and regulations in operation areas.
• Basic PC skills, Microsoft Word, and Excel competency.
• Fluent in English and Chinese (mandarin preferred) is a major plus

PHYSICAL DEMANDS: 

• Minimum mobility to work in an office setting; sit for prolonged period of times; operate office equipment including use of a computer keyboard; and reach with hands and arms. Employees are occasionally required to walk and stand and lift and move records and documents weighing 30 pounds or less

COMMUNICATION DEMANDS:

• Attention to detail, strong organizational, communication, interpersonal, self-motivated, and analytical skills, ability to interact with all levels of management and staff.

WORK ENVIRONMENT:

• Standard office environment. Noise level in work environment is usually average. Hear in the normal audio range with or without correction. Specific vision abilities required by this job include close vision and the ability to adjust focus. Occasional off site client meetings and site visits.

Compensation

The base pay range for this position is USD $20/Hour - USD $30/Hour plus full benefits. Exact offer will be determined based on job-related knowledge, skills, experience, and location.