SUMMARY: The Consumer Small Business (CSB) Support Officer is responsible for supporting the frontline employees in understanding policy and procedures. Assist in completing complex transactions and help to resolve customer issues and improve service delivery. Effectively address procedural inquiries by guiding employees to the answer within the system. This officer plays an essential role in driving consistency throughout the branch network to minimize operational risk and deliver a high level of service. Must have a strong background in banking operations, excellent leadership skills, reporting and analyzing trends with a keen eye for process improvement.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.
- Assists branch and business line employees with questions related to policy and procedures, balancing, complex transactions and products and services.
- Provides accurate information and guidance to employees by steering them to SAVI and/or PolicyTech, ensuring a high level of service with a customer-centric approach.
- Analyzes processes to improve efficiency and reduce risk exposure working with departments such as Fraud, BSA, Legal, Operations, Risk Services, Security, Learning & Development and Compliance.
- Works closely with the Area Operations Officers and is a contributor in regular meetings with branches to review common operational procedure questions or risk mitigation processes.
- Advises manager and/or procedures analyst of recommended procedural changes necessary as identified.
- May perform updates to procedure documents in PolicyTech and communicate effectively with the team/frontline.
- May perform customer and account input/maintenance to support assigned workflow functions, internal bank account maintenance and to correct errors.
- Cross-trained on other department functions and may perform those functions in a back-up role for limited periods.
- Analyzes inquiries, feedback, operational metrics, and key performance indicators to identify opportunities for improving service delivery, procedural accuracy and branch efficiency
- Identifies and escalate complex issues to the appropriate department or management as needed.
- Follow up with employees to ensure their issues have been resolved satisfactorily.
- Advises management of deviations from standard operating procedures
- Participates in supporting system changes, upgrades and roll out to branches. Cross-trained on other department functions and may perform those functions in a back-up role for limited periods
- Attends scheduled meetings, provides input and communicates key information.
- Contributes to the team's success by meeting established Service Level Agreements.
- Contributor in departmental and bank-wide projects for business improvement to enhance efficiency and reduce risk.
- May travel to branches as needed to observe, support and/or train on operational processes.
- Maintains an understanding of all current financial products, policies, procedures and regulations
- Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
- Adheres to Bank policies and procedures and completes required training.
- Identifies and reports suspicious activity.
EDUCATION
Bachelor's Degree or its equivalent required
EXPERIENCE
- 5 to 10 Years job experience in Deposit or Retail Bank Operations and/or related bank experience required
- Experience with project management and cross functional collaboration preferred
KNOWLEDGE, SKILLS AND ABILITIES
- Proven tactical skills, strong interpersonal skills and demonstrated problem-solving ability.
- Effective communications skills and attention to detail are critical requirements of this position.
- Knowledge of internal systems, Talk Desk and organization policies and procedures is preferred.
- The individual must possess a demonstrated ability to champion and support operational efforts.
- The position requires the ability to effectively collaborate with others and accept challenging assignments.
- PC proficiency in Excel, Word, PowerPoint with knowledge of Tableau.
- Must possess basic PC skills and experience using applications within a Web-Based Windows environment.
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BankUnited
Jun 09, 2025