Branch Operations Support Specialist

Summary

The Branch Operations Support Specialist II performs intermediate and complex deposit operations support, including specialized account review, account maintenance, exception resolution, and procedure support. As a tester, validator, and process contributor, the position supports Continuous Improvement and Process Optimization through the controlled use, testing, validation, deployment, and ongoing support of AI, RPA, workflow, and other Automation tools. The position uses individual and department KPIs to improve quality, productivity, turnaround time, and service.

Responsibilities

• Perform detailed account checkback for consumer and business deposit accounts; verify setup, ownership, signer authority, required documentation, and applicable control requirements.
• Complete assigned reviews involving business documentation, IRAs, decedent affairs, powers of attorney, ticklers, and other specialized account types; research discrepancies and escalate legal, compliance, or policy questions.
• Complete account maintenance and block-posting using approved systems and Automation, including Navigator, Foxtrot, and MAP, with required authorization, validation, and documentation.
• Process disposition of funds, verification-of-deposit requests, and other assigned specialized work in accordance with documentation, approval, and dual-control requirements.
• Provide phone, chat, and email support; resolve routine and moderately complex questions and escalate higher-risk matters.
• Maintain assigned procedures, job aids, and control steps so documentation remains current, accurate, and audit-ready.
• Serve as a tester, validator, and process contributor for approved AI, RPA, workflow, and other Automation tools. Assist with business requirements, test scenarios, user acceptance testing, deployment, output validation, defect documentation, and required manual or compensating controls.
• Support Continuous Improvement and Process Optimization by analyzing exceptions, rework, process delays, recurring questions, and KPI trends and recommending changes that improve efficiency, accuracy, controls, and service.
• Monitor individual and department KPIs, including quality, accuracy, productivity, turnaround time, exception volume, and service; identify trends and recommend corrective or improvement actions.
• Provide guidance and knowledge transfer to less experienced associates on assigned processes, controls, systems, AI, RPA, and Automation tools.
• Protect all client and bank information; comply with bank policies, procedures, regulatory requirements, information-security standards, authorization requirements, segregation-of-duty controls, and quality expectations.
• Identify documentation deficiencies, operational risks, data-quality issues, or potential fraud indicators and escalate concerns in accordance with established procedures.
• Protect all client and bank information confidentially and follow all company policies.
• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.
• Other specified duties as assigned.

Compensation & Benefits

The Branch Ops Support Spec II position pays a range of $19.00 to $21.00 per hour depending on experience.

Full‐time associates are eligible for our benefits package:

• Medical
• Dental
• Vision
• 401(k) plan
• Company paid life insurance
• Short and Long-term disability insurance
• Company paid vacation, paid leave and holiday

This position will remain open until a qualified applicant is hired.