Branch Support Specialist

Position Summary

Responsible for providing branch employees adequate support regarding internal processes. Independently assesses and processes inbound inquiries to accomplish a satisfactory result for internal customers and the bank. This position provides administrative support on daily branch tasks, providing guidance and direction to branch staff, proactively makes recommendations regarding products, policies, processes and technologies. Provides internal customer service for all branch employees according to department service standards.

Essential Functions

• Respond to employees inquires by phone, or email on systems/programs including, but not limited to Integrated Teller, Business Process Manager, Director, Premier Navigator, 360 View, Online Banking, etc.


• Proactively serves as a liaison for the internal customer and takes ownership of customer problems. Pursues solutions on behalf of the internal customer and independently resolves inquiries.


• Proactively identifies and advises management of opportunities for improvement in branch staff knowledge, training, development and performance.


• Efficiently interprets and explains bank policies, procedures, special programs, technologies, and processes and ensures internal customer understanding of information being communicated. Log issues in the tracking system to identify recurring problems and report them to the training department for resolution.


• Participate in testing new retail systems and processes to ensure they meet operational standards and requirements.


• Regularly communicate with other department of the bank to ensure alignment and effective collaboration.


• Provide guidance to other employees on systems and processes as needed, fostering a knowledgeable and competent team.


• Assist in maintaining Retail resource documentation in accordance to changes of process, policy & regulations.

• The duties and responsibilities described are not a comprehensive list additional tasks may be assigned as necessitated by business demands. Employee Engagement: Provide exceptional service by addressing employee inquiries, resolving issues, and offering tailored solutions to ultimately enhance our customer satisfaction and loyalty, delivered through the branch network.


• Excellent oral and written communication skills


• Excellent customer service skills


• Strict attention to details and thoroughness in the completion of job duties.


• Use of critical thinking, logic, and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.


• May require travel offsite locations within bank footprint.

Education

• Required Experience: Five or more years of experience in banking in a retail or operations position.


• Required Experience: Associates Degree or Equivalent preferred

Knowledge, Skills, and Abilities

• Teller Experience is preferred, but not required


• Knowledge of rules, regulations, policies and procedures in the financial services industry


• Ability to display an engaging, on-screen presence, positive attitude, and effective communication style through video conferencing


• Uses knowledge of operating and security procedures/systems in order to make on-the-spot decisions, including exceptions, adjustments and overrides within guidelines.


• Strong organizational skills


• Works independently and with a team


• Ability to proficiently perform a wide variety of tasks with a strong attention to detail


• Solve internal client questions and concerns with warmth and a collaborative spirit


• Cash handling experience preferred


• Excellent problem solving and interpersonal skills

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.

This job description is not an employment agreement or contract, implied or otherwise. Unity Bank maintains "at will" employment.

This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with it. Unity Bank reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance the workload.

Unity Bank is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.

Unity Bank commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon Unity Bank. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting Unity Bank's human resources department.