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.

Essential Responsibilities

Operations, Compliance, and other Regulatory Requirements

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 through 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 training, team sessions, and sharing best practices.

Administration

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

Other Responsibilities

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.

Develops internal activities to motivate sales team.

Independence of Judgment

Independence of judgment is according to established internal policies and guidelines and to assigned authority.

Supervisory Responsibilities

This position has direct supervisory responsibilities.

Impact of Errors

The impact of errors in this position could affect essential activities that are important for the Bank, either from other divisions or departments, or within.

Competencies

The competencies detailed below are the behavior to be exhibited by the incumbent while performing his/her duties as it relates to our corporate values, culture, and philosophy.

Excellent verbal and written communication skills

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

Ability to work with mathematical concepts.

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.

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

Teamwork oriented

Attention to detail.

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

Flexibility on working schedule, as in any other branch location.

Ability to handle multiple priorities in a fast-paced environment.

Ability to handle pressure.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include close vision and distance vision. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.

Minimum Requirements

At least 5 years of experience in a similar job is required or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job is required.

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

3-5 years of experience in banking and bank regulations; banking (individual and commercial) products and services

Must be proficient in Word, Excel, PowerPoint

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

Bilingual: English/Spanish preferred

First Bank Florida is a proud to be an Equal Employment Opportunity Employer and takes affirmative action to employ Women, Protected Veterans, People with Disabilities and Minorities regardless of gender identity, sexual orientation, and any other legally protected status.