JOB SUMMARY

Responsible for the operational support of branches and compliance teams to ensure appropriate administration, efficiency, sound operational processes, and compliance. Oversees and ensures the branches service quality, physical security, audit integrity, and efficient performance of personnel. Maintains communications between branches and upper management. Provides support, guidance, and training to staff. Assists with the day-to-day of BSA, Operations, and other operational issues as needed.

Accountable for adhering to the Bank’s BSA, AML and Office of Foreign Asset Control (OFAC) applicable policies. Employee must follow specific unit procedures developed in compliance with the policies. Employee is also responsible for reporting any suspicious activity and/or transactions in accordance with the Bank’s processes and comply with any mandatory BSA, AML and OFAC training assigned.

ESSENTIAL JOB FUNCTIONS

Assure coordination, alignment, and compliance with Corporate Risk Assessment programs including audits, compliance, and risk assessment.

Ensures institution compliance with regulatory issues.

Ensure team members (floating team and branch network) meet all training deadlines in 1Talent Center.

Manage, train, and support the Floating Team

Perform Branch Compliance Assessments to review existing processes at platform and teller to identify and ensure branches are adhering to corporate guidelines.

Assures process/procedures enhancements, audit follow up actions are conducted when required.

Responsible for the monthly review of Branch Administration reports to ensure branches are adhering to branch guidelines.

Manage, investigate, and resolve customer complaints thru the Bank’s complaint management process and ensure to receive a Satisfactory Rating on quality reviews for complaints within the FLA region.

Follows up on implementation of the Bank’s customer service philosophy in regard to total customer satisfaction (knowledge, courtesy, appearance, responsiveness, accuracy, and communication)

Ensures alignment in product and service development and deployment impacting the branch to fulfill operational quality, control, and other corporate requirements.

SALES DEVELOPMENT

Support Increase consumer cross sell penetration

Provide team support, continuing transition from product sales to relationship/needs through product and strategic trainings, team sessions, and sharing best practices.

ADMINISTRATION

Provide training support, deploy, and monitor schedules for in-house trainings and system updates.

Monitors the level and quality of service delivered in the branch

Plan and coordinate meeting presentations for the Florida Region and support Branch Administration in the coordination of retail banking related activities

Serves as an Assistant Branch Manager back up to any branch in any county as needed

Support branch personnel on daily operational functions, customer complaints, assist with general branch inquiries

Partner with other internal departments on a quarterly basis to identify opportunities and improve processes by streamlining requests while adhering to SLA timeframes.

Supports in special projects involving efficiency and streamlining opportunities in branch processes and procedures.

Homogenous – single country (1 region)

EXPERIENCE DETAILS

In retail banking in positions such as Personal Banker and Teller.

Bilingual (English/Spanish) required.

Must be proficient in MS Excel, PowerPoint, Word

Must have vehicle and driver’s license in good standing.

Supervisor experience highly preferred

Banking certification, preferred.

Must have the ability to effectively present information and respond to questions from management, staff, and clients.

Must have the ability to multitask and prioritize.

Must have adaptability and flexibility.

Must be confident and accountable.

Presentation skills

KNOWLEDGE, SKILLS AND ABILITIES

Excellent verbal and written communication skills

Clear verbal and written communication skills (Spanish and English).

Ability to write reports, business correspondence, and procedure manuals.

Ensure accuracy and quality in work.

Ability to work with mathematical concepts

Attention to details, addressing customer issues or operational challenges efficiently.

Customer service oriented: Able to manage difficult or emotional customer situations, respond to customer needs, solicit feedback to improve service, and respond to requests for service and assistance.

Proficient with software, equipment, or platforms used in daily tasks.

Proven leadership and organizational skills. Able to monitor and develop the capabilities of subordinates

Awareness of relevant laws regulations.

Teamwork oriented

Attention to detail

Understanding of laws, rules and regulations affecting the banking operations industry

Ability to handle multiple priorities in a fast-paced environment

Flexibility on working schedule, as in any other branch location

Ability to handle pressure

CATEGORY / CATAGORY CRITERIA FOR CUSTOMER SERVICE / GENERAL SUPPORT

Customer Focus Anticipate and provide service excellence to both internal and external customers.

Building Strong relations Establish, sustain, and foster both internal and professional contacts to build, enhance and connect to Firstbank services.

Communication Deliver clear, effective communication and take responsibility for understanding others.

Business Acumen Understand how the organization works, including, current and future policies, practices, and trends.

Problem Analysis & Solution Identify problems and conduct appropriate analysis involving others to search for the best solution.

Ownership Take initiative and assume personal accountability for goals, outcomes, and deadlines.

Vision & Values Understand the organization’s vision and uphold the values in everyday work and actions. At higher levels take long-term view and share with others the vision and the organization path ahead.

Collaboration & Teamwork Provide direction and leadership to help teams achieve goals and operate cooperatively.

INDEPENDENT JUDGEMENT

The impact of errors of this position could affect essential activities of administrative, operational or business nature that have a considerable economic impact.

EQUAL EMPLOYMENT OPPORTUNITTY EMPLOYER