Position Title: Branch Services Officer
Department: Operations
Supervisor: Branch Services Director
FLSA Status: Exempt

POSITION SUMMARY
The Branch Services Officer (BSO) is responsible for assisting with the oversight of branch operations, ensuring efficiency in alignment with regulatory policies, procedures, and risk standards. This role ensures all branches deliver high-quality customer service in a professional and courteous manner while mitigating operational risks. The BSO provides active support to Branch Management, Personal Bankers, and Tellers through training, coaching, and monitoring to ensure efficiency and accountability.

ESSENTIAL FUNCTIONS

• Provide operational support to Branch Managers and Personal Bankers.

• Conduct onboarding, new hire training, and ongoing development for branch staff, ensuring comprehension and preparedness for success.

• Enforce and adhere to compliance, security, and bank regulations.

• Follow policies, procedures, and meet sales and service goals.

• Recommend process improvements to increase efficiency and enhance sales and service.

• Maintain knowledge of regulatory and internal audit requirements.

• Partner with relevant departments to ensure smooth information flow and separation of duties.

• Coordinate with Deposit Services to resolve service level quality issues affecting both internal and external customers.

• Travel to all branches approximately 50% of the time.

SECONDARY DUTIES

• Ensure appropriate staffing levels for daily branch operations.

• Assist Branch Managers in responding to exam/audit findings and implementing corrective actions.

• Provide ongoing training on compliance, banking regulations, and process changes.

• Support onboarding and role transition for branch staff.

• Promote consistency in service across branches by reviewing and revising procedures and techniques.

BSA REQUIREMENTS
All employees must identify and report suspicious cash activity that may indicate attempts to avoid reporting requirements, money laundering, or other illegal activities. Suspicious activity must be reported to a supervisor or Branch Manager for review and potential escalation to the Bank Secrecy Officer. Employees must complete BSA/Suspicious Activity training appropriate to their role.

MINIMUM QUALIFICATIONS

• Bachelor’s Degree in Business Administration, Finance, or related field, and at least 3 years of related banking experience, including supervisory experience.

• Proficient computer skills.

• Professional demeanor and customer-focused attitude.

• Valid driver’s license and ability to travel.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Regularly required to talk or hear; frequently use hands to handle objects, tools, or controls.

• Occasionally required to stand, walk, sit, reach, climb, balance, stoop, kneel, crouch, or crawl.

• Must occasionally lift/move up to 20 pounds.

• Vision requirements include close, distance, color, and peripheral vision, plus the ability to adjust focus.

• Work environment noise is usually low to moderate; temperature variations may occur by season or location.