Banking Center Operations Coordinator

First Horizon Bank · Knoxville

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Location: On site at location listed in job posting. 

SUMMARY

Provides supervision and support to the tellers to ensure that the staff provides maximum customer service in a professional manner.  Monitor and train the transactional processing staff in supporting all bank marketing efforts and cross-sell products.  Responsible for ensuring compliance of all policies and procedures affecting the day-to-day operations.  Perform related duties as required to assist in achieving banking center goals.  Provide quality, accurate and timely customer service involving daily processing of financial transactions in a retail environment, which include the duties and responsibilities described herein. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational efficiency

• Oversee center cash operations including cashboxes, vault, ATM, and TCRs to ensure center cash is managed, balanced, and secured within the established limits following bank policy.
• Process client transactions accurately and efficiently and using sound judgment when providing approvals and overrides to safeguard against fraud and errors.
• Stay informed on operational updates and communicate critical policy, procedure, and compliance changes or alerts to the team.
• Manage access controls by ensuring proper dual control where applicable, and uphold secure handling of keys, combinations, and sensitive assets in accordance with bank procedures.
• Mitigate the bank’s risk as outlined in the Compliance and risk management section below including assisting with cash audits and ensuring accurate record retention.
   

Compliance and risk management

• Expected compliance with bank regulations, policies, procedures, risk management, internal controls, and the First Horizon code of ethics.
• Lead the Operational Performance of the banking center through maintaining control over key risk areas of the center, including tellers’ difference, operational losses, and audit control procedures, resolution of out-of-balance conditions, compliance, and quarterly and annual audit functions.
• Ensure all audit and security policies and procedures are followed during open hours and at banking center opening and closing.
• Control the inventory of cash, Official Checks and Personal Money Orders through dual control.

Client experience

• Lead the Client Experience efforts of the banking center, including delivering excellent client experiences consistently and promptly resolve client issues effectively.
• Ensure an excellent overall client experience by assisting clients with select service needs.
• Responsible for ensuring proper control and maximum efficiency in transactional processing.  Provide transactional processing support in order to keep client wait times to a minimum.
• Enhance individual knowledge to better serve clients by attending relevant sales, service, and product knowledge meetings, training classes, and web-based learning.

Sales and service

• Cross-sell and make referrals to bank partners to generate new business and deepen existing client relationships.
• Explain product benefits, changes, restrictions, requirements, and any other relevant product information to clients, prospects, and associates.

Team management

• Maintain workflow and handle scheduling the associates supporting financial transactions.
• Observe, coach, and lead the transactional processing team to ensure all strategic initiatives are executed effectively.
• Assist in evaluating employee performance and counseling when needed.
• Assist in determining and satisfying training needs and establish performance plans.
• Conduct meetings to develop a communication line to explain and institute new policies and to ensure continuous development of staff.
• Assist in conducting meetings to promote sales, product knowledge and client service

Perform all other job related duties as assigned

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position:
• High school diploma or GED required Bachelors degree preferred and 2-5 years of experience or equivalent combination of education and experience
   

COMPUTER AND OFFICE EQUIPMENT SKILLS

• Microsoft Office suite
   

CERTIFICATES, LICENSES, REGISTRATIONS (Ex: CPA, Series 6 or 7 license, etc)

• None required 

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