Exchange Bank · 22 hours ago
Bank Operations Support Specialist
Santa Rosa, CA
Full-time
Onsite
Entry Level
$21.95/hr - $26.20/hr
2+ years expExchange Bank is seeking a Bank Operations Support Specialist to assist with branch operations and new accounts support. The role involves documenting operational calls, analyzing issues, and developing policies and procedures to enhance bank operations.
BankingFinanceFinancial Services
Responsibilities
Document all operational and new accounts calls and e-mails into call tracking system
Obtain and document relevant customer and account information to facilitate analysis
Analyze issues to determine response and whether to escalate within stated guidelines; track the issue until resolved
Provide information, advice or instruction in response to inquiries from callers
Identify and propose alternate solutions when issues cannot be quickly resolved
Utilize and research knowledge base, training resources, operational guides, and standard operating policies and procedures to provide guidance on various topics
Document 1st level resolutions for potential contribution to the knowledge base
Prioritize various requests from callers, management, 2nd level, and 3rd level support
Read and interpret customer provided documents and determine whether to escalate for approval prior to acceptance
Effectively present information in a manner that is easily understood by the end user
Teach end users how to resolve problems verbally and via remote assistance
Compose and publish instructional documents or resource materials to assist callers
Compose email communications for Bank distribution to inform employees of various issues
Adhere to established Bank Policies and Standard Operating Procedures
Partner with Retail Banking and Bank Operations Business Analysts to update and maintain existing Bank Policies and Standard Operating Procedures
Create concise, relevant, and appropriately structured Bank Policies and Standard Operating Procedures
Maintain policy and procedure indexes, periodically verify and repair links to external sources as required
Provide support to branches and departments on issues related to policy and procedure
Analyze trends in support requests and recommend policy and procedure updates as appropriate
Cross train with Central Services, Proof and Transit, and Electronic Banking departments to provide support in daily processing
Daily review of ATM, Remote Deposit Capture, and Mobile banking deposits above specified limit to analyze potential risk and detect fraud
Communicate with branches, customers, and management to resolve deposit exceptions and report potential fraud
Perform special projects and research as assigned
Perform other duties as assigned
Qualification
Required
A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through a minimum of two years experience in banking and bank operations
Thorough knowledge of general bank operations and bank policies and procedures
Knowledge of core banking application and sub-systems
Skills operating a personal computer including word processing, spreadsheet and presentation software
Proficient interviewing, fact finding and problem solving skills
Ability to remain calm in stressful situations
Accuracy / Quality: Achieves a high standard with work processes and outcomes; completes tasks with a concern for all the details involved; monitors and checks work for precision, clarity, and completeness; produces quality results
Analytical Thinking: Divides an object or issue into its component parts in order to understand how they interrelate; recognizes cause and effect relationships; considers several explanations/plans and makes logical conclusions
Attention to Detail: Accomplishes tasks through concern for all areas involved; shows concern for all aspects of the job; accurately checks for processes and tasks and follows up in a timely manner with appropriate persons
Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance
Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests
Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight
Flexibility/Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities
Prioritization/Time Management: Assesses multiple tasks or issues which are competing for a limited amount of time or resources and determines the order in which each will be addressed; sets priorities, goals, and timetables to achieve maximum productivity; tracks both completed and incomplete activities
Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments
Technology: Uses automated systems or tools to simplify, improve, and increase efficiency of work processes; embraces and adapts to changes in technology
Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding
Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience
Ability to stand, bend, stoop, sit, walk, twist and turn
Ability to lift up to 25 pounds occasionally
Ability to use a computer keyboard and calculator
Work environment is indoors, majority of the time is spent sitting at a desk
Company
Exchange Bank
Exchange Bank provides banking and financial services for personal, commercial trust and investment.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
A.J. Vazquez
Branch Manager III, Vice President
Dorothy Rodella
VP & Branch Manager
Recent News
Business Wire
2025-11-24
2025-10-30
Morningstar.com
2025-10-21
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