Branch Support Associate

FUNCTION: Reporting to the Branch Support Supervisor, the Branch Support Associate supports branch staff by providing expertise and knowledge to effectively resolve common issues. Works closely with members of Consumer Banking Administration & Operations, the Branch Support Associate maintains and utilizes a basic understanding of branch operations, as well as a sound working knowledge of all bank policies, procedures and products.

ACCOUNTABILITIES:

Customer Experience:

• Promotes a customer-centered culture and attitude that puts the customer first, understanding that customers include the front line associates of Consumer Banking as well as peer associates across business lines.
• Builds and sustains strong internal relationships by providing the highest level of service with individuals and groups at all levels within the Bank, demonstrating You Matter More in every interaction.
• Supports and reinforces the Customer Experience structure, standards, initiatives and activities.
• Serve as a liaison between departments and branches.

Branch Support:

• Serves as the primary resource for answering questions and finding solutions to routine issues associated with branch policies, procedures, and systems, elevating more complex issues for problem resolution as appropriate.
• Maintains a high level of knowledge regarding all deposit products and services as well as basic consumer loan products.
• Demonstrates ability to handle routine service issues independently, consults with appropriate staff for advanced problem resolution.
• Leverages bank resources, tools and job aids to accurately respond to support inquiries ensuring that SLA’s are adhered to and that performance metric are maintained.
• Identifies call patterns that indicate system issues, process breakdowns and training/coaching needs and reports them accordingly.
• Accurately performs risk review and account/customer maintenance for various requests including ATM/Debit limit increases, Deposit Availability, Post Account Opening Bounce Protection, etc.

Compliance and Control:

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations

General:

• Works harmoniously and effectively with several other departments on projects & tasks focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

COMPENTENCIES:

• Integrity/Ethics – deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.

• Vision/Values – supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others.
• Adaptability/Flexibility – adapts to change, is open to new ideas, takes on new challenges

• Initiative – takes action, operates as a pro-active self-starter, acts on opportunities to improve, self-directed with ability to plan own activities to achieve goals.
• Interpersonal Skills – has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication; ability to interact with all levels of staff and management.

• Productivity – manages time well, handles information flow well, strong multi-tasking skills with the ability to prioritize and organize work flow, accepts accountability.

• Decision Making - sound judgment in decision making and problem solving; must be able to think through a problem, following proper steps in finding resolution.
• Teamwork – team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities.

KNOWLEDGE/SKILLS/EXPERIENCE REQUIREMENTS:

• High school diploma or equivalent; college, business, banking or professional training helpful.
• Demonstrated superior customer service skills with success in problem solving and resolving issues/concerns.
• A minimum of one year branch banking or similar experience required.
• Strong knowledge of retail banking, including standard policies and procedures.
• Solid understanding of JHA/SilverLake/Xperience, Argo and SilverLake Teller along with ancillary branch operating systems. 
• Demonstrated personal computer literacy; Proficiency with MS Office required.

PHYSICAL