Branch Support Specialist

:

Position Title :

Branch Support Specialist

Exempt Status :

Non-Exempt, Full Time

Reports to :

Branch Support Manager

Location:

Tyler and Fort Worth, TX

Benefits:

• Medical, Prescription Drugs, Dental, and Vision Insurance
• Insurance Eligibility for Team Members and Dependents Starting on the First Day of Employment
• 401(k) with a Match
• Basic, Voluntary, and Dependent Life Insurance
• Paid Time Off
• Paid Bank Holidays
• Workplace Wellness Programs
• Employee Assistance Programs
• Tuition Reimbursement

Summary of the Job : Demonstrate and deliver Southside Bank core values by creating an environment for employees to gain consistent and accurate answers. Provide high-caliber service in streamlining the correspondence between Retail employees and all other departments' communication. While working daily to enhance the customer experience within the Retail environment, this role will embrace a system of continuous improvement and elevated quality, efficiency, learning, and consistency.

Essential Functions :

• Maintains advanced knowledge of Southside Bank products currently offered to customers as well as grandfathered products.
• Maintains advanced knowledge of Southside Bank policies and procedures effecting the Retail banking division along with associated departments. Provides clear and sound guidance with respect to decisions within policies and procedures.
• Notifies appropriate parties when updates are needed to Southside Bank documents, policies, or procedures as business processes change.
• Reviews and recommends solutions to complex problems referred by employees, requiring good judgment and frequent on-the-spot decisions.
• Process Supervisor Overrides, as warranted.
• Assists employees with completing paperwork related to Deposit accounts and its periphery services, Trust accounts, Deceased accounts, Business/Commercial accounts, IRA accounts, Safe Deposit Boxes and Loans as well as loading information in applicable systems accurately.
• Assists in testing of the core systems relating to the Retail division.
• Conduct audits as assigned reviewing operational performance, brand compliance and customer experience.
• Responsible for tracking calls/emails received from Retail staff regarding proposed need for further analysis.
• Attends training directed to retail division periodically to ensure they have an understanding of the current processes and/or identifying any gaps in procedures.
• Conduct onsite training for retail locations including the development of training material as needed.
• Assist in creating, updating, reviewing all Retail related policies and procedures that are signed off on by any or all related departments.
• Assist in the oversight of the content, updates, and standardization of Retail related information on the Hub.
• Assist in a Branch Audit program that includes operational performance, brand compliance, and customer experience.
• Maintain ongoing communication with direct management to inform concerns, successes and training opportunities.

Additional Functions:

• Under general guidance with respect to general objectives; in the majority of tasks and projects assigned independently determine methods, work sequence, scheduling, and how to achieve objectives of assignments; operating within specific policy guidelines.
• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
• Provide leadership to others through example and sharing of knowledge/skill.
• Perform other duties as assigned.

Required Education/Experience:

• Bachelor's degree (B. A.) from four-year College or university; or one to two years of related experience and/or training with a strong emphasis in the retail division; or equivalent combination of education and experience.

Necessary Skills :

• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral diagram, or schedule form.
• Proficient personal computer skills including electronic mail, record-keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Handle multiple projects simultaneously.
• Ability to lead and motivate others by exemplifying Southside Bank core values.
• Provide exemplary service to bank customers through the sale of appropriate products.

Physical Activity/Dexterity:

• Manual dexterity sufficient to reach/handle items and work with fingers. Works with fingers and perceives attributes of objects and materials.

Physical Environment Demands:

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.

The person in this position frequently communicates with other people throughout each day. Must be able to exchange accurate information when conversing.

Working Conditions/Environment:

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g. business office with computers and printers, light traffic).

Work Schedule/Hours:

• Monday through Friday as scheduled 8:00am to 5:00pm
• Saturday as scheduled 9:00am to 4:00pm

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)