Branch Operations Officer

Description:

Who We Are:

FFB is an award-winning, single-branch bank that originated in Fresno, CA. Since its opening in 2005, FFB's mission has been to provide customers with 1st class banking services. At FFB, we understand that every person who walks through our doors is unique. Therefore, we strive to provide each customer with a carefully crafted banking solution that is tailored to their individual needs. It's with this customer-first mentality that FFB has become one of the leading community banks in the nation.

Despite being headquartered in Fresno, CA, members of the FFB team come from all over the country! Since we believe that people are our greatest asset, we are always seeking ambitious, passionate candidates who share FFB's goals and values regardless of where they live. If you feel that you could be a great addition to our team, then we encourage you to reach out and apply!

Recent Awards and Recognitions:

• Voted Best Bank by Best of Central California People's Choice 2022
• Rated the #10 Community Bank in the Nation
• Ranked #6 on American Banker's Top Publicly Traded Community Banks List 2022

What You Should Expect While Working at FFB:

• Company ownership through our Employee Stock Ownership Program (ESOP)
• A friendly, close-Knit work culture that encourages growth
• Opportunities to Participate in Community Networking Events
• Benefits Package
• Medical/Dental/Vision
• Life Insurance
• Paid Vacation
• Employee Stock Ownership Program
• 401(k) Retirement Plan
• Training & Development
• Tuition Reimbursement
• Employee Assistance Program
• Internal Job Posting & Referral Program

Ideal Candidate:

FFB prides itself on its core values of Teamwork, Relationship, Authenticity, and Commitment (TRAC). We expect that our team members will reflect these values in the workplace in various ways:

• Teamwork – We collaborate, hold each other accountable, and win together.
• Relationship – We are trustworthy, transparent, and respectful.
• Authentic – We are humble, vulnerable, and we speak up.
• Commitment – We are owners...Be hungry, responsive, and have a sense of urgency.

Employment with FFB will allow you to earn competitively, grow professionally and enjoy a collaborative and compassionate culture that rewards good ideas, good work, and initiative.

Summary:

The Branch Operations Officeris responsible for managing the Branch and Customer Support Operations for the Bank. This position manages all Branch Operations including our Call Center team. This position ensures our Branch, and our Customer Support teams deliver exceptional customer service by providing these teams with training and procedures to effectively operate at a high level of performance. The Branch Operations Officer will work closely with the COO to establish departmental goals that align with Bank goals. This position will also ensure operational processes and procedures meet regulatory requirements, industry best practices for risk management, and safe and sound banking practices.

Essential Duties:

• Areas of Responsibility:

o Centralized Customer Service – Customer Call Center, Customer Chat, Centralized Maintenance

o Branch and Teller Operations – New Accounts, Deposits, Cash Handling, Withdrawal, Item Processing, ATM, Debit Card Issuance, Customer Service, Branch Security, Mail, and Facilities.

o Provide backup leadership and support for Central Operations.

• Operational Ownership - Assures operational processing, risk management, governance, and quality control activities are executed at a high level for the Bank.

o Ensures that Call Center systems and staff are functioning optimally to meet the needs of the Bank. Ensure that staff answer calls in a timely manner with a high level of expertise, and exceptional customer service. Active management of call center queues and resource allocation with coverage from 8-5 pm PST.

o Ensures that Service Level Agreements are met and that SLA's meet the needs of the bank.

o Develops processes, workflows, and procedures that meet the needs of the bank.

o Ensures that staff are effectively trained in all systems, processes, and procedures to meet the needs of the bank.

o Responsible for managing ticketing system operating effectiveness for your teams.

o Analyzes, reviews, recommends, and initiates corrective actions.

o Maintains advanced knowledge and awareness of financial industry operations related to best practices, trends, and regulations.

o Consistently applies effective decision making and advanced problem-solving skills toward resolving issues, inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits.

o Assumes responsibility for various department functions in the absence of staff members as needed.

o Ensure proper process, governance, and procedures meet GLBA, FDICIA, and SOX related control requirements.

• Personnel Management - Plays a positive role in the development and growth of assigned department staff through excellent communication, training, procedure documentation, career development plans, cross-training, and appropriate delegation of duties. Provides supervision and support to all areas of the department; fosters a strong and positive customer service culture; oversees activities of assigned department personnel; mentors and provides corrective performance improvement plans proactively. Provides leadership to ensure that complex external and internal customer operations related transactions, problems or inquiries are answered in an accurate and timely manner. Performs effective personnel management through staffing resource management, performance reviews, performance improvement plans, and disciplinary actions, hiring strong employees; and supervising the daily activities of the department.
• Budget Responsibilities - Manages annual budget and provides future projections based on historical data and input from executives; reviews expenditures to ensure budget achievement; identifies potential expense savings; and notifies appropriate executive(s) in the event expenditures exceed budgets. Reviews and approves operations related invoices for accuracy and expense saving opportunities. Implements cost controls for the department and monitors expenses to ensure compliance with budget.
• Reporting and Data Analysis - Preparation and analysis of various operations related reports; reviews policy, risk assessments, process, and procedure documentation for accuracy and completeness; highlights critical areas of the documentation for management's review; and presents and explains reports and documentation to senior management.
• Assists staff and vendors throughout the organization with operations related initiatives, issues, inquiries, and support.
• Participates and/or leads various internal committees and project initiatives as assigned by senior management.
• Treats people with respect; works with urgency; communicates appropriately; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the bank through outside activities.
• Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.
• Management and Maintenance of Core, Digital banking, Imaging, Teller, New Accounts, Wire/ACH, and bill payment systems and services. Ensure that staff and customers are provided appropriate and timely information regarding systems updates, alerts, and maintenance.
• Responsible for the implementation process and coordinates all aspects of customer preparedness for product usage; Ensures that the operations team reviews customer setups on the system; makes changes to existing customer setups; reviews contracts and necessary documentation for customer signature; reviews customer files; reviews customer information in various computer programs; follows up on missing information or documentation; conducts daily callback of maintenance reports.
• Coordinates training presentations and exercises with Bank personnel, including material presented to employees during the new hire orientation process.
• Assists in the development and implementation of new or revised products and services.
• Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; and builds a diverse workforce and supports affirmative action.
• Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules, and regulations, and adheres to Bank Secrecy Act (BSA) policy.
• Completes administrative tasks correctly and on time; supports the Bank's goals and values; and benefits the Bank through outside activities.
• Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.
• Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules, and regulations, and adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

• Bachelor's degree from an accredited college or university preferred. Industry education and experience may be an acceptable substitute.
• 10+ years advanced experience, knowledge and training in progressively responsible bank operations, customer service management, new account opening, online banking, and supervisory activities.
• Advanced knowledge and experience managing call center operations and technology, and service ticketing systems.
• Advanced knowledge required of related state and federal banking compliance regulations, and Bank accounting policies and procedures.
• The incumbent in this position must be able to perform detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning.
• Ability to conduct independent research and analysis and apply these concepts into bank best practices using regulatory guidance, business periodicals, professional associations, and Internet resources.
• Excellent organizational skills, project management, time management, and the ability to provide leadership, supervision and training for employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills. Excellent prioritization and delegation skills to successfully manage multiple tasks and interruptions.
• Expert skills in personal computer operation; core banking systems; document imaging; Microsoft Office.
• Advanced financial math skills and knowledge: ability to calculate interest, statistics, and percentages; Ability to balance accounts and locate routine mathematical errors thorough understanding of bank accounting principles.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, write business correspondence, write procedures, and the ability to communicate clearly to customers and employees.
• Thorough understanding of management and authoring of procedures and process workflow.
• Ability to effectively manage Bank operations: setting objectives, develop strategies, initiative execution; budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Bank activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
• The incumbent for this position must be able to operate all office equipment and software needed to fulfill their duties.

• Bachelor's degree from an accredited college or university preferred. Industry education and experience may be an acceptable substitute.
• 10+ years advanced experience, knowledge and training in progressively responsible bank operations, customer service management, new account opening, online banking, and supervisory activities.
• Advanced knowledge and experience managing call center operations and technology, and service ticketing systems.
• Advanced knowledge required of related state and federal banking compliance regulations, and Bank accounting policies and procedures.
• The incumbent in this position must be able to perform detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning.
• Ability to conduct independent research and analysis and apply these concepts into bank best practices using regulatory guidance, business periodicals, professional associations, and Internet resources.
• Excellent organizational skills, project management, time management, and the ability to provide leadership, supervision and training for employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills. Excellent prioritization and delegation skills to successfully manage multiple tasks and interruptions.