Branch Operations Support Specialist

Job Description

Job Description

American Heritage Credit Union, a $5+ billion credit union, has an immediate opening for a Branch Operations Support specialist.

This position will serve as a primary resource for branch operational and administrative support, providing expertise and information for internal questions and assisting staff with efficiently resolving member issues. Support Regional Managers and branches in branch operations, service, and sales via on-site inspection, skill reinforcement, and observing procedural efficiency. Work collaboratively with branch management and teams to assist in driving consistency across the branch network while providing a premier member experience.

RESPONSIBILITIES INCLUDE :

• Emphasize partnership with the branch team by performing branch visits to assist in achieving premier member services and operational efficiency through analysis of data, trends, and onsite observations.
• Provide guidance to the branch team to achieve expected levels of performance in service and operations.
• Travel to branch locations within region on a monthly basis to conduct all required audits.
• Review branch audits, identify repetitive or high-risk findings, and implement improvement exercises to be conducted at each branch during monthly visits.
• Report any findings uncovered through audit completion or regular testing to appropriate branch and regional manager.
• Perform innovative and process improvement focused on branch operations to improve systems, processes, and automation to enhance member experience.
• Work with Vice President of Branch Operations and Regional Vice President on the ongoing process of policy development and documentation to update knowledge base platform, The Quill.
• Support knowledge and skill development of branch managers and supervisors to include branch audits, reports, useful tools, etc.
• Evaluate sessions with branch managers and supervisors and provide weekly documented assessments of visits, including recommendations, to the Regional Manager.
• Support branches by temporarily filling in as emergency staffing as directed by Vice President of Branch Operations.
• Research errors and provide step-by step instructions on the posting of corrections.
• Assist with Cash Recycler User group for cash recycler and CFM outages, research, and / or corrections.
• Assist with errors, procedures, and / or questions pertaining to the frontline loan platform.
• Collaborate with MXA IIIs to assist with development of knowledge and job skills.

QUALIFICATIONS :

Our commitment to your success is enhanced by our competitive salary commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.

EOE M / F / D / V