Branch Operations Specialist

Civista Bank - Plymouth, OH

Full-time

Plymouth, OH

Credit Intermediation and Related Activities

About the position

The Branch Operations Specialist (BOS) plays a crucial role in ensuring that all employees adhere to branch operations guidelines while maintaining smooth and efficient system operations according to established policies and procedures. This position is pivotal in creating an exceptional customer experience through a deep understanding of the bank's products and services. The BOS embodies Civista Bank's mission to enhance the financial lives of employees and shareholders, while also making a positive impact in the communities served. Key responsibilities include ensuring that operational tasks are completed daily by all branch employees, managing the retention of operational materials, and conducting audits to ensure operational soundness. The BOS is also tasked with delivering a personal touch to customer interactions, building relationships, assessing customer needs, recommending products, and referring partners to enhance customer satisfaction and drive growth for the bank. In addition, the BOS is expected to develop a comprehensive knowledge of the bank's products and services to effectively address customer needs and solve problems. This role requires executing customer requests with speed and accuracy, understanding all aspects of consumer lending, and fostering customer trust throughout the lending process. Consistent communication, both internally and externally, is essential to provide an outstanding customer experience while adhering to regulations and following policies to ensure the safety and soundness of both customers and the bank. The BOS is dedicated to personal growth through active learning, adapting to new procedures and systems, and refining skills to contribute to the growth of the organization and the team. Furthermore, the role involves encouraging the use of technology in everyday banking interactions, including teaching customers how to utilize mobile banking, P2P services, and online banking effectively.

Responsibilities

• Ensure operational tasks are followed & completed daily by all Branch employees.
• Responsible for the retention of operational materials and managing audits to ensure operational soundness.
• Create an exceptional customer experience by delivering a personal touch and building relationships.
• Develop expansive knowledge of products and services to fulfill customer needs and solve problems.
• Execute customer requests with speed and accuracy.
• Understand all aspects of consumer lending and manage relationships throughout the lending process.
• Maintain constant communication internally and externally to provide an outstanding customer experience.
• Adhere to regulations and follow policies and procedures to ensure safety and soundness.
• Dedicate to daily personal growth through active learning and adapting to new procedures.
• Encourage the use of technology in banking interactions and teach customers how to use it.

Requirements

• Minimum 2 or 3 years' experience in a branch banking environment.
• Knowledgeable in all areas of operations, including customer service, new accounts, and lending.
• Excellent oral, written, and presentation skills.
• Detail-oriented with the ability to work under deadlines with frequent interruptions.
• Associate's Degree preferred; High School diploma or equivalent required.