Job Description

PA0101 Bradford Main, PA0165 Kane, PA0230 Wellsboro

The Branch Operations Officer is responsible for providing operational support to all regions and corporate departments and providing exceptional internal support to Northwest employees in order to support an excellent customer experience. This position provides general support, performs operations and BPA audits, supports the training of employees, and assists with all projects.

Able to work evening hours and weekends as scheduled or assigned.

Essential Functions
• Provide excellent customer, branch, and business unit support
• Maintain appropriate departmental records and reports
• Interact as appropriate with other business units within Northwest
• Cultivate and maintain positive relationships with region/district/area management
• Support operations process integrity
• Perform annual Operations Audits to monitor office performance, report findings and follow up with exceptions
• Perform semiannual BPA Security audits and follow up with any exceptions
• Review Operations Manual policies to be updated
• Conduct quarterly Senior Teller/CSR/Personal Banker “Operations meetings”
• Identify and resolve daily operational and system problems
• Attend quarterly department meetings in Warren
• Attend region meetings as applicable
• Support the Branch Operations Support department with phone coverage as needed
• Liaise with departments, Branch Operations Support, and other Branch Operations Officers for problem resolution and secondary support
• Provide instruction and guidance on security and policy standards
• Prepare, utilize, and complete branch reports as needed
• Participate in team meetings
• Resolve or escalate issues referred by branch employees
• Support the training of new team members and Northwest employees
• Support the Education and Training team as needed
• Provide support for employees changing positions, ensure low performing employees receive support, and assist offices with cross training
• Support of all corporate or department projects as assigned
• Support of Northwest’s strategic plan by minimizing expenses
• Recommend improvements and efficiencies to current procedures
• Monitor and attend branch staff meetings to improve communication
• Implement and coordinate operational policies and procedures

Additional Essential Functions
Essential Functions
• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment

Additional Responsibilities
• Complete other duties and special projects as requested by management

Safety and Health for those without supervisory duties
• Abide by the rules of the safety and loss prevention program
• Perform work tasks in a safe manner
• Report any and all injuries to supervisor
• Know what to do in case of an emergency

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Bachelor's Degree business, finance, or related experience X

Work Experience

2 - 6 years Supervisory experience and
5 - 6 years Retail banking experience, with a concentration in operations and compliance and Customer Service experience

Knowledge Skill and Abilities

• Ability to establish effective working relationships among team members and participate in solving problems and making decisions
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas

Additional Knowledge, Skills and Abilities

-Knowledge of job specific banking products and services
-Knowledge of bank systems, including but not limited to CARE, Signature, Online Banking (Q2), STAR, and NetImage
-Knowledge of all branch processes and policies, including but not limited to teller processing, teller balancing, office balancing, new account procedures, branch capture, general knowledge of all Northwest products and services, delivery channels, operations manual policies, and account processing manual policies

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Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.