Senior Branch Operations Coordinator
Company: M&T Bank
Location: Baltimore
Posted on: January 13, 2021
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Job Description:
Overview: Provides leadership and coaching to the branch team
with the operations and service functions of the branch, including
adherence to all security, reconciliation, monitoring and balancing
policies and procedures. Leads by example in our branch customer
experience through lobby management, transactions, and servicing
for retail and business customers.Primary Responsibilities: *
Maintain oversight responsibility for all branch operations
(audits, KYC, fraud) as well as escalates risk related issues*
Serve as work flow coordinator, creating schedules, attending
operations meetings, monitoring branch operating cash (including
ATM and teller drawer limits), reviewing teller cash counts,
conducting sporadic counts and making recommendations for
correction, and following-up with current gain/loss ticket
documentation.* Conduct or assign daily huddles (a.m. or p.m.)*
Develop, review and/or assign responsibility for daily schedule.
Flex schedule based on needs of individual team members as well as
needs of the business* Conduct observational coaching on operations
activities* Model, coach and reinforce to execution of expected
customer service behaviors and customer lobby experience* On-board
new employees; orient to culture and operation model* Share
knowledge to build expertise of employees to include operations,
sales, customer experience, and digital resources* Ensure
compliance with operational, security and control
policies/procedures, preventing fraud and protecting customer
assets.* Serve as customer service referral champion, coordinate
branch promotions, ensure brand and merchandising standards are
maintained, provide sales and service leadership to the team and
ensure consistent execution of all activities.* Perform servicing
and transaction duties.* Adhere to applicable
compliance/operational risk controls in accordance with Company or
regulatory standards and policies.* Promote an environment that
supports diversity and reflects the M&T Bank brand.* Maintain
M&T internal control standards, including timely implementation
of internal and external audit points together with any issues
raised by external regulators as applicable.* Complete other
related duties as assigned.* Exercise usual authority of a manager
concerning staffing, performance appraisals, promotions, salary
recommendations, performance management and terminations.Scope of
Responsibilities: The position is responsible for interacting with
appropriate areas of the Bank to ensure branch-related operational
issues are resolved efficiently and accurately. The position is
responsible for providing exceptional service to branch customers
and resolving routine customer problems in a timely manner. The
position serves as leader and coach to the branch team and provides
them guidance and direction on daily operational activities. The
position works with their branch management regarding new hires and
employee relations issues, and follows-up on related corrective
action reports. It is important for the position to stay current on
operational changes and demonstrate good risk management decisions
to assist the branch in managing preventable losses and reduce
fraudulent activity.Supervisory/ Managerial
Responsibilities:Indirect team/operational leadershipEducation and
Experience Required: High School Diploma or equivalent (GED) and a
minimum of 2 years proven retail branch experience or proven
customer service operations management experience.Proven ability to
demonstrate exceptional customer serviceStrong organizational, time
management and prioritization skillsAbility to interact with
varying customers (consumer to small business) and to effectively
handle difficult customer conversations.Education and Experience
Preferred: Associate's DegreeNotary public licenseBilingual based
on branch needsFundamental understanding of branch
profitabilityPhysical Requirements: Ability to stand for long
periods of timeProlonged use of hands and fingersAbility to lift
light to heavy objects weighing 5lbs to 30lbsAbility to read fine
printAbility to interact with customers in an open face-to-face
work environmentLocationBaltimore, Maryland, United States of
America
Keywords: M&T Bank, Baltimore , Senior Branch Operations Coordinator, Other , Baltimore, Maryland
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