Branch Operations Specialist or Branch Operations Officer

Description

This posting is a recruitment for either a Branch Operations Specialist or a Branch Operations Officer, depending upon experience and qualifications. Details of each position are noted below.

Summary for Both Positions:

Provides personalized banking services to financial institution clients by performing the following duties. This position requires strong knowledge of Banking Operations and is expected to provide leadership, training, and support to staff members. Has an extensive understanding of banking products and services and supports the Branch Manager in promoting Branch growth.

Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Essential Duties and Responsibilities for Both Positions Include the Following:

• Schedules branch staff to ensure appropriate branch coverage
• Works with staff to ensure a positive customer experience
• Keeps current with operational standards and procedures, performs and reviews all branch documentation ensuring adherence to policies and procedures
• Ensures Branch Certification package is accurate and complete
• Maintains branch security by coaching and training staff in security procedures. Ensures controls are maintained over items such as keys, combinations, security signals and cash limits
• Informs and advises clients of resolution on account disputes and other account activity
• Handles all daily operational duties and reports such as file maintenance, overdraft reports and other operational duties
• Reviews reports for the branch and approves or declines exceptions within established limits in the Transaction Approval Authority matrix
• Performs teller duties, opens new accounts, and performs callback of new accounts and file maintenance
• Reviews new account openings for adherence to published procedures and regulatory requirements
• Answer phones and handles escalated customer service concerns
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Branch Operations Officer Sales Responsibilities:

• Actively leads team in implementation of sales programs to generate targeted branch deposit growth
• Evaluates needs of potential clients and offers appropriate financial products and services
• Works closely with Branch Manager on business customer prospecting / business development, including outside calling
• Provides ongoing relationship servicing with current clients to maintain goodwill and gain additional business
• Generates new business to assist in meeting established profitability goals
• Assists with promotional activities as needed

Branch Operations Specialist Leadership/Service:

• Provide ongoing operational guidance, training, and development of staff
• Recognizes staff for exceptional customer service, sales, and operations
• Actively engages staff to cultivate and encourage professional development
• Works with Branch Manager to set team goals and assist with promotional activities
• Actively listens to clients and maintains a friendly, positive, professional attitude
• Resolves difficult situations with creativity, tact and diplomacy while maintaining fiscal responsibility
• Partners with Branch Manager in customer retention activities
• Evaluates needs of potential clients and offers appropriate financial products and services

Branch Operations Officer Leadership/Service:

• Provide ongoing operational guidance, training, and development of staff
• Recognizes staff for exceptional customer service, sales, and operations
• Actively engages staff to cultivate and encourage professional development
• Works with Branch Manager to set team goals and motivates staff to success
• Actively listens to clients and maintains a friendly, positive, professional attitude
• Resolves difficult situations with creativity, tact and diplomacy while maintaining fiscal responsibility
• Partners with Branch Manager in customer retention activities

Branch Operations Specialist Supervisory Responsibilities:

• Expected to manage up to 2 branch employees
• Provide ongoing operational guidance, training and development to Client Service Representatives and/or New Account staff
• Responsible for regularly assessing Client Service Representatives and/or New Account Representative performance
• Supports the Branch Manager in addressing performance management situations and completing Mid-year and/or Annual Evaluations
• Actively assist in managing employee schedules and confirming accurate timecards
• Processes Daily Large Transaction report and scans to Compliance Department by established cutoff time
• Processes NSF Exception Items and prints, and files related supporting documents by established cutoff time
• Approves transactions for teller staff up to assigned limit
• Provides supervisor override for transactions requiring supervisor review
• Supports Branch Manager with various assigned duties
• Supports in client situations in the absence of the Branch Manager

Branch Operations Officer Supervisory Responsibilities:

• Expected to manage up to 5 branch employees
• Provide ongoing operational guidance, training, and development to Client Service Representatives and/or New Account staff
• Responsible for regularly assessing Client Service Representatives and/or New Account Representative performance
• Supports the Branch Manager in addressing performance management situations and completing Mid-year and/or Annual Evaluations
• Manage employee schedules and confirm accurate timecards
• Processes Daily Large Transaction report and scans to Compliance Department by established cutoff time
• Processes NSF Exception Items and prints, and files related supporting documents by established cutoff time
• Approves large transactions for teller staff up to assigned limit
• Provides supervisor override for transactions requiring supervisor review
• Supports Branch Manager or his/her back up with various assigned duties
• Manages all client matters in the absence of the Branch Manager

Branch Operations Specialist Qualifications:

• Minimum of 5 years banking experience
• Minimum of 2 year’s supervisory experience
• Minimum 2 years of operations experience
• Must be proficient using Word, Excel and Outlook applications and banking programs
• Notary Public preferred

Branch Operations Officer Qualifications:

• Minimum of 8 years banking experience
• Minimum of 4 years supervisory experience
• Minimum 4 years of operations experience
• Must be proficient using Word, Excel and Outlook applications and banking programs
• Notary Public preferred

Physical/Mental Demands & Work Environment for Both Positions:

The incumbent in the course of performing this position frequently spends time writing, typing, speaking, listening, operating basic business equipment, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, walking, standing, reading documents or instruments, detailed work, problem solving, client contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. The incumbent for this position will occasionally lift up to 15 pounds, pull, squat, kneel and reach. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The work environment is typically quiet to a moderate noise level.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management reserves the right to change this position description at any time.

Requirements

See qualifications above.

Poppy Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

For San Francisco Postings, review 2026 Fair Chance Ordinance.

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