Branch Support Specialist

Branch Support Specialist

Mechanics Bank is currently searching for a Branch Support Specialist to join our team. This role will be working on-site in Walnut Creek, CA.

Serves as the primary support for Retail Banking within the Retail Branch Support team as an advisory and escalation team for complex transactions in compliance with regulatory and bank policies and procedures, and in adherence to bank security policies and confidentiality of bank records and customer information. Performs a wide variety of operational tasks, from minor to complex processes or functions.

Takes accountability for entire process from receipt of work to resolution and closure. Demonstrates strong decision making and ownership of outcome. Performs risk analysis, using balanced risk and service assessment to provide Retail staff transaction approvals and exceptions within approved authorities. Provides operational and risk oversight to Retail Banking functions in collaboration with Retail Banking Administration. Tasks require coordination of information among various operational areas and customers and may interact with customers remotely in support of Retail Banking.

Assists in the day-to-day coordination of the departmental functions; work-flow management, and in the coordination of and participate actively in ongoing process improvement and efficiency initiatives within the team. Within depth proficiency, utilizes multiple system applications. May assist in multiple areas across departments, acting as an overall subject matter expert on Retail operational tasks and procedures.

Branch Support & Guidance 55%

• Serve as the primary point of contact for branch staff regarding procedural questions related to deposit accounts, including teller transactions and new account opening.
• Provide timely and accurate guidance on policies, procedures, and regulatory requirements.
• Support branch teams in resolving complex customer scenarios and operational challenges.
• Review and provide approvals for legal documentation, account exceptions, and policy deviations within established authority limits.
• Ensure all decisions align with internal policies, compliance standards, and risk management practices.
• Act as a liaison between branch staff and internal partners to ensure timely and accurate issue resolution.
• Coordinate across departments to clarify policies, systems functionality, and regulatory requirements impacting branch operations.
• Escalate higher risk or complex issues as needed.

Operational Support & Excellence 45%

• Promote consistent execution of processes across all retail branches.
• Monitor recurring issues and identify trends impacting branch performance or compliance.
• Partner with leadership to recommend process improvements and enhance operational efficiency.
• Perform complex account maintenance, ensuring accuracy and compliance with internal procedures and regulatory standards.
• Review and complete service request tickets submitted by branches within defined service level expectations.
• Research and resolve account related issues, ensuring proper documentation and follow through.
• Identify knowledge gaps and recommend training topics based on branch inquiries and trends.
• Assist in the development and delivery of training materials and sessions for branch staff.
• Support onboarding and ongoing education to reinforce best practices.
• Completes required training by assigned due dates.

• High School or GED required.
• 3 years of Banking/Retail Operations experience required.
• Preferred minimum 5 or more years of experience in Retail operations of a financial institution.
• Branch Management experience a plus.
• Advanced knowledge of Retail branch operations and banking regulations in related functional area.
• Must be fully cross trained in applicable operations processes. Including teller functions, deposit account maintenance, and deposit account opening procedures.
• Advanced knowledge of the Retail job functions and practical applications to complex problems and situations ordinarily encountered.
• Advanced knowledge of Retail policies and procedures and banking regulations.
• Able to help train others and answer questions about complex situations.
• Excellent problem solving, decision making and risk assessment skills.
• Able to manage multiple priorities to completion in a fast paced environment.
• Strong communication skills with a customer-service mindset.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• The…