Consumer Banking Operations Specialist Location Racine, WI : Overview: The Consumer Banking Operations Specialist responsibilities are to provide proactive leadership, guidance and indirect supervision for all cash handling procedures and negotiable instruments; provides operational support for service related tasks in the branch and safe deposit area; is relied upon to resolve escalated issues with clients and staff; is responsible for risk mitigation and auditing duties; and champions overall branch operational activities. In partnership with Branch Managers and Assistant Branch Managers, provides leadership and training for the branch and staff related to primary job responsibilities noted above; promotes new or expanded relationships for Johnson Financial Group by maintaining exceptional client relations and referring clients to appropriate staff for new products and services; completes work with a high level of accuracy; and assures compliance with all applicable JFG policies and procedures, as well as, all applicable state and federal banking regulations. This position supports associates, workflow and service at multiple branch locations within a region. Position Specific Responsibilities Schedule rotates within a defined region to provide direct support to each assigned branch on a monthly basis. Ensures client transactions are processed according to policies, procedures and regulations. Resolves more complex problems and issues; referring inquiries to the appropriate staff, and exhibits the necessary follow through with clients and/or staff involved. Oversees staff in daily activities, operations and internal controls. Ensures safe deposit area operates per necessary controls. Gathers data, processes and analyzes various reports (e.g., currency transaction, returned items, etc.). Lead by example and continually exhibit interactions that develop a strong staff and meet client needs. Key components individual coaching, observations with clients, staff meetings, outbound contact opportunities, product education, closed referrals, etc. Delivers exceptional client service through their own example along with appropriate follow through with clients and associates. Leads by example by performing cash handling, safe deposit, and other operational and sales referral responsibilities. Handles complete operations of multiple branches and their vaults. Maintains knowledge of security and safety policies and strictly adheres to established procedures; assures internal controls are in place and proper procedures are being followed. May represent JFG in various community or civic functions to further enhance JFG's image and develop additional business. Cross Sales and Referrals Knowledge of full portfolio of JFG products; ability to cross-sell full breadth and depth of products. Responsible for establishing, building and maintaining strong internal relationships across all lines of business to ensure consistent and frequent referral activities. Expand new and existing relationships by advising and recommending appropriate solutions that will exceed client expectations and positively influence client retention. Consistently meets or exceeds cross sell/referral goals. JOB REQUIREMENTS - EDUCATION, KNOWLEDGE AND SKILLS Bachelor's Degree preferred; relevant work experience will be considered in lieu of degree. 5 years in an operational financial services role. Supervisory experience to lead a team to exceed goals. Proven ability to exceed goals. Strong communication, problem solving and decision making skills. Demonstrated effectiveness in managing operational requirements. Strong knowledge of products and services. Solid knowledge of branch transactions and operations processing. Ability to cross sell and refer products and services. Willingness to travel to multiple locations on a regular basis. Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities
