Branch Operations Coordinator

First Financial Bank
Job Description

Job Title:
Branch Operations Coordinator
Status:
Non-Exempt
Reports To:
Branch Management Team
Summary
Assist the Company in accomplishing our vision: to satisfy all of our customers’ financial needs, to help them succeed financially, to be the number one financial service provider in each of our markets, and to always put our customers First – every encounter, every time, no exceptions, no excuses.
Our Expectations for our Branch Operations Coordinators:
Along with the rest of the Branch Management team, Branch Operations Coordinators are the face of our company and represent First Financial Bank in the community. BOCs assist the Banking Center Manager in all aspects of effective Banking Center effectiveness. BOCs are responsible for the overall supervision of tellers, including but not limited to: scheduling of employee’s shifts, approving checks, resolving teller errors, coaching sales and service behaviors, and providing overall positive leadership. BOCs introduce customers to new products and services, cross sell products and services, close sales, and generate leads for other members of the sales team to close. Along with adequately fulfilling all designated supervisory duties, our best BOCs introduce and sell new products and services to customers, go the extra mile to greet customers, make them feel welcome, and engage customers to learn about their financial needs. BOCs provide a variety of banking services to First Financial Bank customers and non-customers by assisting with product/service information, handling teller and platform (new account) transactions in a timely manner while providing exceptional customer service. When needed, BOCs may serve as a Teller and process customer transactions. An excellent BOC can multi-task between the teller line and platform area, with no mistakes while demonstrating patience, attention to detail, and the ability to follow procedures. BOCs generally spend more time performing platform duties than teller duties.
Typical Job Entry Requirements
(To perform this job successfully, an individual must be able to perform each satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.)
• High school diploma or equivalent or six months experience in the teller function, as well as sales experience, particularly in cross marketing products and services.
• Experience working in a team environment and developing relationships
• Excellent customer service and interpersonal skills required
• Must have excellent written and verbal (face-to-face and phone) communication skills including professional grammar and demeanor
• Professional dedication
• Strong organizational skills with attention to detail
• PC and internet proficiency
• Previous experience selling products and services
• Previous experience meeting customer satisfaction and sales goals
• Previous experience working in a fast-paced environment
• Must have ability to multi-task
• Must have the ability to maintain confidentiality, use tact and diplomacy and maintain professional dress
• Good understanding of financial products and services
• Good organizational skills
Primary Operational Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
• Provide and maintain exceptional customer service.
• Fostering and maintaining an environment in which tellers are encouraged and empowered to deliver superior customer service.
• Monitoring day-to-day teller customer service performance through direct observation.
• Reporting customer service promotions to customer service committee
and tracking and evaluating the results of these promotions.
• Developing expected teller customer service behaviors.
Provides supervision and assistance.
• Sets lunch hours and breaks
• Indoctrinates new tellers to the branch.
• Answers teller inquiries.
• Keeps tellers up-to-date regarding new procedures.
• Implements new procedures.
• Spot-checks tellers; follows up on teller differences.
• Ensures that tellers balance.
• Approves check for cashing.
• Orders teller supplies.
• Answers customer inquiries and solves customer problems.
• Reviews inventories for official items.
• Reviews money limits for tellers and the branch.
• Performs as a teller as necessary.
• Reconciles internal branch accounts.
• Greets customers to the branch; ascertains business and directs to manager or assists customer personally.
• Opens new accounts.
• Types correspondence.
• Originate, process/underwrite and close consumer loans in accordance with loan authority and Bank policy.
• Answers telephone, takes messages.
• Takes check orders.
• Assists customer to balance account.
• Prepares branch weekly and month-end reports and other reports.
• Closes accounts.
• Admits customers to safe deposit area.
• Demonstrates compliance with all bank regulations for assigned position.
Primary Sales/Service Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
• Delight our customers by effectively demonstrating all behaviors as defined by Customer Service Standards
• Services account transaction requests
• Handles Customer Service Requests
• Prepares for Selling
• Knowledge of Competitors
• Knowledge of First Financial Corporation(Bank products, rates, items, charges, and fees)
• Conducts Effective Sales Interviews
• Customer Referrals
• Ongoing Relationship Development and Maintenance
• Personal Development
Competency/Skill Level
(The behaviors, knowledge, and motivations important to success in the job.)
• Written and Oral Communication skills
• Initiative
• Customer Service Orientation
• Problem Assessment and Solving skills
Key Behaviors
• Review Sales/Service Behavior with Staff
• Set Goals and Develop Plans
• Tracks Progress and Provide Feedback
• Reinforces and Motivates Performance
• Conducts Sales/Service Meetings
• Develops Competence Through Coaching
• Sets Sales Performance Example
• Knowledge of Competitors
• Knowledge of Products
• Sales Planning Skills
• Conducts Effective Sales Interviews
• Identifies Opportunities for Customer Referrals
• Develop/Maintain Customer Relationships
• Effective Sales Administration
• Personal Development Established with Manager
SAFE ACT
• This position requires compliance with the SAFE Act Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.
Bank Secrecy Act
• Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations
• To be able to fulfill applicable requirements and responsibilities under the bank’s related policies and programs.
Critical Job Elements
Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
• Generally good working environment with little exposure to noise, extreme temperatures or other adverse factors.
• Above average physical effort of hand and eye coordination, and dexterity of hand and fingers to work efficiently and accurately.
• Above average mental effort consisting of complexity of decision making, time pressure, concentration and memory.
• Above average verbal and written communication skills in order to process customer’s transactions accurately.