Branch Support Services Associate

Overview

Operating and under the guidance of the Branch Support Services Manager the Branch Support Services Associate will be responsible for a variety of regular and recurring moderately to highly complex operational functions to support Retail Branch operations. Acting as a liaison between Retail leadership, the Branch teams, and our internal or external partners, the Branch Support Services Group assists the branch network team members with all operational functions, systems and programs trouble shooting, management and maintenance of various reporting(s), oversight of regulatory compliance, operational risk, and recognize areas of operational weaknesses.

Responsibilities

• Provides professional and courteous support and guidance to retail branch team members with varying skillsets and knowledge; receives and researches retail team member questions and/or complaints and makes recommendations or escalates to the Branch Support Services Group Manager where appropriate.
• Work independently to research and resolve issues or answer questions that often involve interpretation of bank policies and procedures.
• Provide open communication and carry out the implementation of new/revised policies, procedures, and products/services.
• Subject matter expert; Maintains exceptional, thorough, and current knowledge of all federal, state, and local regulations as well as internal policies/procedures/processes and bank products and services; monitors adherence to regulations, policies, and procedures and ensures all employees needing assistance can carry out tasks to completion.
• Answer questions regarding account required legal documents and fraud that will often involve interpretation of relevant bank policies and procedures.
• Ensure branch staff are consistently adhering to procedures and controls in instances of client fraud.
• Summarize, report on and escalate critical legal or fraud matters to retail leadership in a manner defined.
• Maintains exceptional knowledge of all retail systems, programs, tools and resources and is able to guide employees through questions and troubleshooting while educating and training them in the process to achieve personal, departmental and bank wide goals.
• Demonstrate empathy when responding to internal and external concerns and issues, ensuring that all members feel valued and respected during all interactions.
• Maintains a high level of service, consistency and professionalism by delivering Kearny Banks Core Values to our internal clients.
• Completes all required forms, paperwork, required reports and requests timely and accurately.
• Must be able to work a flexible schedule in accordance with the needs of the support group, upper management and branch network.
• Always ensures privacy of client information.
• Participate in regular team meetings to ensure appropriate communication of pertinent information is shared with team members.
• Assist with special projects as needed.
• Ensures that the quality and integrity of branch operations are maintained.
• Attend and participate in trainings as asked to prepare for and meet future job and department expansion needs.
• Provides feedback regarding improvements in service delivery, processes and equipment needs which will further the banks objectives.

Qualifications

• High School Diploma or Associates Degree required or equivalent
• Five years related experience or equivalent.
• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Ability to work with all levels of management
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Subject matter experts
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Demonstrated ability to resolve complex operational issues.
• Ability to handle multiple tasks and work well under pressure.
• Strong initiative and sense of urgency in tackling new projects and proven ability to execute sound judgement successfully and consistently
• Strong interpersonal skills.
• Good judgement with the ability to make timely and sound decisions
• Creative, flexible, and innovative team player.
• In the performance of respective duties, must maintain knowledge of and ensure

Compliance with Bank Secrecy Act regulations and all other regulatory, security and bank policies.

• Ability to travel to other locations for meetings and training as required.
• Effective time management skills.

 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met