Operations Support Specialist, Business

Job Title:

Operations Support Specialist

1 st Mid America is a trusted financial institution dedicated to providing exceptional service to our members. We pride ourselves on our commitment to the communities we serve and our focus on delivering an array of financial products for each step in their financial journey. We are currently seeking motivated and member-oriented individuals to join our team as an Operations Support Specialist.

We are seeking an Operations Support Specialist to serve as an individual contributor within Branch Services/Branch Operations and be responsible for supporting operations systems, maintaining the Branch Operations Help Desk function, and developing a centralized knowledge base of procedures and job aids.

• Serve as a Branch Operations liaison for OnBase.
• Assist with testing, validating and documenting OnBase updates, enhancements and new feature rollouts.
• Maintain system-related documentation and partner with IT or vendors to resolve issues impacting branch operations.
• Assist with developing, writing and maintaining a centralized knowledge base of procedures and job aids.
• Maintain Branch Services/Branch Operations Help Desk functions.
• Troubleshoot operational and procedural issues and escape when needed.
• Track and document support trends to identity training or process improvement needs.
• Create Help Desk performance dashboards and produce routine reporting for leadership.
• Ensure content is accurate, clear, and updated as systems or processes change and collaborate with subject matter experts to validate content.
• Implement searchability and taxonomy best practices to maximize staff self-service.
• Support change management efforts related to system enhancements, new forms, workflow changes, or operational process updates by coordinating user testing, gathering feedback, and communicating impacts to branch staff.
• Serve as a resource for branch staff during implementation of new tools, workflows, or procedural changes.
• Identify operational gaps and recommend efficiency improvements.

• High school diploma or equivalent.
• 3 to 5 years of similar or related experience preferred.
• A two-year college degree, or completion of a specialized certification or licensing preferred, but not required.
• Customer service experience required.
• Strong communication skills and attention to detail.

• Competitive salary and benefits.
• Opportunities for career growth.
• Supportive team environment.

• Monday – Friday 8:00 AM – 5:00 PM

1 st Mid America is an Equal Opportunity Employer.