POSITION PURPOSE:
A Branch Operations Specialist (BOS) is responsible for making sure that all employees adhere to branch operations guidelines as well as ensure all systems operate smoothly and efficiently according to established policy and procedures. The BOS is also responsible for creating an exceptional customer experience through their knowledge of available products and services. The BOS demonstrates Civista Bank’s mission to improve the financial lives of our employees and shareholders, to make a difference in the communities that we serve.
KEY ACCOUNTABILITIES, RESPONSIBILITIES, AND EXPECTATIONS:
- Ensure operational tasks are followed & completed daily by all Branch employees.
- Responsible for the retention of operational materials as well as managing audits to ensure operational soundness.
- Create an exceptional customer experience daily by processing transactions, building relationships, assessing needs, recommending products, and referring partners to our customers, thus growing the bank.
- Developing an expansive knowledge of products and services to fulfill customer needs and solve problems daily.
- Execute customer requests with speed and accuracy.
- Understanding all aspects of consumer lending in daily and weekly activities; building customer trust and managing relationships through the life of the lending process.
- Constant, consistent communication internally and externally to provide an outstanding customer experience. Adhering to regulations, following policies and procedures to ensure safety and soundness of customers and the bank.
- Dedication to daily personal growth through active learning, adapting to new procedures and systems, and refining skills to grow the organization, and the team.
- Understand and encourage the use of technology in every day banking interactions, including teaching customers how to use technology, mobile banking, P2P, online banking etc.
