Branch Operations Associate

Branch Operations Associate

Job Summary:

As a Branch Operations Associate (BOA), you will support the branch team in delivering excellent service and operational efficiency. You will assist customers with account transactions, provide guidance on banking products and services, and ensure compliance with policies and procedures. Branch Operations Associates collaborate with Relationship Bankers, Tellers, and other branch staff to maintain smooth operations and high customer satisfaction. Comprehensive training on products, services, compliance, and branch procedures is provided for all BOA positions.

Primary Job Functions and Obligations:

• Inform and advise customers on the full range of bank services, including branch offerings, digital tools, and resources from business partners.
• Support branch and personal goals by assisting customers through in-person and outbound interactions, providing appropriate solutions and recommendations based on needs.
• Manage account opening and closing processes, help clients select suitable accounts, review account details, and ensure compliance with BSA and CIP requirements.
• Assist with consumer loan applications, including gathering documentation, maintaining knowledge of loan procedures, and supporting branch loan administration.
• Identify client requirements and direct them to specialized teams such as Relationship Bankers, mortgage advisors, and business banking partners.
• Ensure high levels of customer satisfaction through accurate, professional, and courteous service.
• Verify that all branch documentation and operations comply with relevant laws, regulations, policies, and procedures, including completion of required compliance training.
• Process customer transactions and requests efficiently while engaging in positive and professional interactions to address their needs.
• Perform additional duties as assigned by branch leadership.

Qualifications:

• Ability to communicate effectively and positively influence customers, clients, and team members in individual and small group settings.
• Team-oriented mindset to support branch operations in a dynamic banking environment.
• Ability to guide and assist branch staff according to established procedures in the absence of branch leadership.

Education and/or Experience:

• HS Diploma/GED required.
• One year of customer-facing experience with goal-oriented performance.

Computer Skills:

• Proficiency in MS Office programs.
• Use social media and digital tools effectively to enhance brand presence and market knowledge.

Other Qualifications:

• Occasional travel for meetings, training, or assisting with branch conversions and acquisitions; minimal overnight stays or out-of-town travel may be required.
• Ability to provide guidance and support to other banking professionals in the market.

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