Branch Operations Officer
Menlo Park, CA
• Retail Banking
Full-Time
Position Overview:
The Branch Operations Officer plays a critical role in providing personalized banking services, operational leadership, and ensuring exceptional client experiences. This position demands extensive knowledge of banking operations, regulatory compliance, and financial products and services. The Branch Operations Officer collaborates closely with the Branch Manager to foster branch growth, staff development, and client retention.
Key Responsibilities:
- Provide strong operational leadership, guidance, and support to branch staff.
- Schedule and manage branch staffing to ensure optimal coverage and customer service.
- Ensure compliance with bank policies, procedures, and applicable state and federal regulations.
- Maintain branch security through training staff on security protocols and managing security measures (keys, combinations, cash limits, etc.).
- Oversee and review branch documentation, operational reports, and certifications to maintain accuracy and compliance.
- Approve transactions within assigned limits, manage exceptions, and perform supervisory overrides as necessary.
- Manage and resolve complex customer inquiries, account disputes, and escalations professionally and efficiently.
- Perform various operational tasks, including teller transactions, new account openings, and routine branch maintenance duties.
- Collaborate closely with the Branch Manager to achieve targeted deposit growth through sales programs, client prospecting, business development, and client relationship management.
- Actively participate in promotional activities and community engagement, including at least 10 hours of CRA volunteer work annually (compensable).
- Other duties and responsibilities as assigned by management.
Supervisory Duties:
- Directly manage and supervise up to 5 branch employees, including Client Service Representatives and New Account staff.
- Conduct regular performance evaluations, provide training, development, and coaching to staff.
- Manage employee scheduling, confirm accurate timekeeping, and assist Branch Manager with performance management tasks.
- Oversee critical operational tasks, such as processing daily large transaction reports, NSF exception items, and compliance-related documentation.
Qualifications:
- Minimum of 8 years of banking experience, including at least 4 years in a supervisory role.
- Minimum of 4 years of direct operations experience in retail banking.
- Proficiency in MS Word, Excel, Outlook, and core banking systems.
- Notary Public designation preferred.
This position requires strong interpersonal, leadership, and organizational skills, along with the ability to resolve challenging situations with professionalism, discretion, and fiscal responsibility. The Branch Operations Officer will play a vital role in supporting branch operations, staff development, and client satisfaction.