Description:
Branch Support Quality Assurance
The Branch Operations Quality Assurance Specialist plays a critical role in ensuring operational excellence across branch locations. This position requires a comprehensive understanding of branch procedures and operational workflows.Reporting directly to the Branch Operations Manager, the ideal candidate will demonstrate strong analytical skills and attention to detail, with the ability to identify, document, and effectively communicate procedural errors. Responsibilities include conducting routine and proactive quality assurance reviews to ensure adherence to established policies and procedures and assess customer satisfaction.This role also provides operational support by investigating and resolving issues or losses arising from daily branch activities. The specialist will respond to routine inquiries, assist in problem resolution, and offer guidance to branch staff as needed.Success in this position requires a high level of professionalism, discretion, and interpersonal skills, as it involves regular interaction with both internal and external stakeholders.

Responsibilities

• Conduct periodic visits to all branch locations, with frequency determined by branch size, transaction volume, and identified risks.
• Collaborate with the Branch Operations Manager to document, evaluate, and revise operational procedures and internal controls.
• Maintain comprehensive knowledge of branch systems and tools, including NuPoint, New Account Console, eSign, Teller Capture, and cash recyclers using CompuFlex and Dynacore.
• Support the training of branch personnel on compliance updates and operational changes.
• Provide timely troubleshooting and resolution of operational issues at branch locations.
• Assist in the ongoing review and updates of the Branch Operations Manual to ensure accuracy and relevance.
• Regularly review and update procedures to align with bank policies and regulatory requirements.
• Oversee the execution of self-audits across all branches and conduct formal Branch Operational Reviews.
• Contribute to the documentation and training of standardized branch operational processes and procedures.
• Serve as backup support for branch staff during personnel shortages, as needed.
• Participate in required training sessions and meetings to stay current with operational standards.
• Assist the Branch Operations Manager with various tasks, including report tracking and quality control reviews.

Requirements:

Qualifications

• Associate’s Business Administration, Finance, or a related field, or equivalent work experience preferred.
• Minimum of 3 years of experience in branch banking operations or quality assurance roles.
• Proficient in Microsoft Outlook Excel, and Word
• Strong understanding of operational procedures and internal controls within a branch environment.
• Working knowledge of banking laws, regulations, and compliance standards relevant to branch operations.
• Ability to interpret and apply regulatory requirements to operational procedures.
• Exceptional attention to detail with the ability to identify, document, and communicate procedural errors effectively.
• Strong written and verbal communication skills for training, reporting, and stakeholder engagement.
• Demonstrated professionalism, discretion, and tact in interactions with internal and external customers.
• Ability to work collaboratively across departments and with branch staff.
• Capable of managing multiple tasks and priorities in a dynamic environment.
• Skilled in troubleshooting operational issues and providing timely resolutions.
• Willingness and ability to travel periodically to branch locations based on operational needs.
• Availability to serve as backup support for branch staff during personnel shortages.

• Conduct periodic visits to all branch locations, with frequency determined by branch size, transaction volume, and identified risks.
• Collaborate with the Branch Operations Manager to document, evaluate, and revise operational procedures and internal controls.
• Maintain comprehensive knowledge of branch systems and tools, including NuPoint, New Account Console, eSign, Teller Capture, and cash recyclers using CompuFlex and Dynacore.
• Support the training of branch personnel on compliance updates and operational changes.
• Provide timely troubleshooting and resolution of operational issues at branch locations.
• Assist in the ongoing review and updates of the Branch Operations Manual to ensure accuracy and relevance.
• Regularly review and update procedures to align with bank policies and regulatory requirements.
• Oversee the execution of self-audits across all branches and conduct formal Branch Operational Reviews.
• Contribute to the documentation and training of standardized branch operational processes and procedures.
• Serve as backup support for branch staff during personnel shortages, as needed.
• Participate in required training sessions and meetings to stay current with operational standards.
• Assist the Branch Operations Manager with various tasks, including report tracking and quality control reviews