Branch Support Lead

Process transactions (deposits, withdrawals, loan payments, check cashing, wires, cashier’s checks, stop payments, ATM/mail/merchant items).

Ensure balancing accuracy, proper documentation, and control compliance.

Assist customers with safe deposit access, digital banking, and account inquiries.

Support CSR duties during staffing gaps.

Support operations staff, teller line, and CSR performance to minimize losses.

Conduct daily reviews of transactions and documentation.

Ensure compliance with policies, regulations, and service standards.

Assist with workforce planning and scheduling; act as backup for BOM.

Support account lifecycle (opening, maintenance, renewal, closure), card services, and customer updates.

Ensure accuracy and compliance of all customer documentation.

Support and coach branch staff to exceed expectations in: Accuracy, efficiency, professionalism, and service quality

Accuracy, efficiency, professionalism, and service quality

Resolve escalated customer issues and ensure timely resolution.

Lead by example in delivering superior customer service.

Support relationship growth and sales through: Needs-based selling and referrals Cross-selling consumer and commercial products Identifying opportunities across partners (CRE, C&I, PCM, MLO, Investments)

Needs-based selling and referrals

Cross-selling consumer and commercial products

Identifying opportunities across partners (CRE, C&I, PCM, MLO, Investments)

Promote consistent service excellence across branches when providing float coverage.

Coach, and mentor Customer Service Representatives and tellers.

Provide training on: Systems and procedures Compliance and risk controls Customer service and sales practices

Systems and procedures

Compliance and risk controls

Customer service and sales practices

Support onboarding and development of new hires.

Ensure timely completion of all required training (BSA, compliance, operations).

Serve as a floating trainer and subject matter expert across multiple branches.

Reinforce operational discipline and recommend process improvements.

Ensure full compliance with applicable regulations, including: BSA/AML, CIP, CDD, KYC

Oversee and/or perform: CTR filings Suspicious activity monitoring Audit documentation and reporting

CTR filings

Suspicious activity monitoring

Audit documentation and reporting

Maintain strong internal controls to reduce risk and prevent loss.

Minimum mobility to work in an office setting; sit for prolonged period of times; operate office equipment including use of a computer keyboard; and reach with hands and arms. Employees are occasionally required to walk and stand and lift and move records and documents weighing 30 pounds or less.

Attention to detail, strong organizational, communication, interpersonal, self-motivated, and analytical skills, ability to interact with all levels of management and staff.

Standard office environment. Noise level in work environment is usually average. Hear in the normal audio range with or without correction. Specific vision abilities required by this job include close vision and the ability to adjust focus.