Branch Operations Specialist

Civista Bank - Sandusky, OH

Full-time

Sandusky, OH

Credit Intermediation and Related Activities

About the position

The Branch Operations Specialist (BOS) at Civista Bank plays a crucial role in ensuring that all branch employees adhere to operational guidelines and that all systems function smoothly and efficiently according to established policies and procedures. This position is pivotal in creating an exceptional customer experience by leveraging knowledge of available products and services. The BOS embodies Civista Bank's mission to enhance the financial lives of employees and shareholders while 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 maintain operational soundness. The BOS is also responsible for delivering a personal touch to customer interactions, building relationships, assessing customer needs, recommending products, and referring partners to customers, thereby contributing to the growth of the bank. In addition, the BOS must develop a comprehensive understanding of the bank's products and services to effectively fulfill customer needs and resolve issues. This includes executing customer requests with speed and accuracy, understanding all aspects of consumer lending, and managing relationships throughout the lending process. Consistent communication, both internally and externally, is essential to provide an outstanding customer experience while adhering to regulations and ensuring the safety and soundness of both customers and the bank. The role also emphasizes personal growth through active learning, adapting to new procedures and systems, and refining skills to benefit the organization and the team. The BOS is expected to understand and promote the use of technology in everyday banking interactions, including educating customers on mobile banking, P2P transactions, and online banking.

Responsibilities

• Ensure operational tasks are followed and completed daily by all branch employees.
• Manage the retention of operational materials and conduct audits to ensure operational soundness.
• Create an exceptional customer experience by delivering a personal touch and building relationships.
• Assess customer needs and recommend products, referring partners to customers to grow the bank.
• Develop an 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 and systems.
• Encourage the use of technology in banking interactions and teach customers how to use technology.

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.