Branch Support Specialist

Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person.

This role will be working on-site.

Serves as the primary support for Retail Banking within the Retail Branch 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; workflow 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.

• 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.

• 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.
• Required 3 years of banking or retail operations experience.
• 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…