Branch Operations Support Specialist

Summary

The Branch Operations Support Specialist I performs foundational deposit operations support, including account documentation review, account maintenance, document retention, transaction processing, and service support. As a user of approved Artificial Intelligence (AI), Robotic Process Automation (RPA), workflow, and other Automation tools, the position supports Continuous Improvement and Process Optimization while meeting assigned key performance indicators (KPIs) for accuracy, productivity, turnaround time, and service.

Responsibilities

• Perform initial account checkback for checking, savings, and certificate of deposit accounts; verify account setup, required documentation, signer information, and established control steps; document and escalate exceptions promptly.

• Scan, classify, index, and retain account documentation and other bank records using established naming, quality, and retention standards.

• Complete routine account maintenance, data entry, deposit scanning, and branch cash-audit tracking accurately, within established service expectations, and with required authorization and supporting documentation.

• Provide timely phone, chat, and email support to branch and bank associates; answer routine questions, document requests, and escalate complex or higher-risk matters.

• Use approved AI, RPA, workflow, knowledge-management, and other Automation tools for authorized tasks. Validate all outputs before use, report exceptions or tool failures, and complete required manual controls.

• Support Continuous Improvement and Process Optimization by identifying repetitive work, control gaps, rework, and process delays and submitting practical recommendations to the supervisor.

• Participate in testing and adoption of approved Automation solutions and process enhancements impacting Branch Operations Support.

• Meet individual KPIs for quality, processing accuracy, productivity, turnaround time, and service; monitor results and adjust work practices or seek guidance when expectations are not achieved.

• Protect all client and bank information; comply with bank policies, procedures, regulatory requirements, information-security standards, authorization requirements, segregation-of-duty controls, and quality expectations.

• Identify documentation deficiencies, operational risks, data-quality issues, or potential fraud indicators and escalate concerns in accordance with established procedures.

• Protect all client and bank information confidentially and follow all company policies.

• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.

• Other specified duties as assigned.

Compensation & Benefits

The Branch Ops Support Spec I position pays a range of $17.00 to $19.00 per hour depending on experience.

Full‐time associates are eligible for our benefits package:

• Medical

• Dental

• Vision

• 401(k) plan

• Company paid life insurance

• Short and Long-term disability insurance

• Company paid vacation, paid leave and holidays

This position will remain open until a qualified applicant is hired.

Skills

• Working knowledge of basic deposit account documentation, account maintenance, transaction processing, and branch support procedures, or the ability to develop this knowledge through training.

• Strong attention to detail, accuracy, recordkeeping, organization, and ability to recognize conditions requiring escalation.

• Clear written and verbal communication skills, including professional phone, chat, and email support.

• Proficiency with Microsoft Office and the ability to learn core banking, document-management, workflow, and internal support applications.

• Ability to use approved AI, RPA, workflow, and other Automation tools responsibly, validate results, and recognize incomplete, inaccurate, or unusual outputs.

• Continuous Improvement and Process Optimization mindset, including willingness to identify rework, recommend improvements, and adopt approved process or technology changes.

• Ability to understand and monitor individual KPIs and organize work to support team priorities and service levels.

• Demonstrated curiosity and willingness to learn emerging technologies, Automation platforms, and digital tools.

• Ability to work independently within defined procedures while supporting team priorities.

Education & Experience

• High school diploma or equivalent required.

• Previous banking, financial services, operations, records management, data-entry, or client-support experience preferred.

• Experience with business software, document management, workflow, AI, RPA, or other Automation tools preferred.

• Equivalent combinations of education and relevant experience may be considered.

Physical Requirements

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. Position requires lifting and/or the exerting of up to 10 pounds of force.

Equal Opportunity Employer/Disabled/Veterans

Academy Bank and Armed Forces Bank provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, protected veteran status, disability. Academy Bank and Armed Forces Bank provides affirmative action data on protected veteran status or disability. If you need an accommodation for any part of the employment process, please email [email protected]