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Key Responsibilities and Required Skills for Branch Coordinator

💰 $ - $

OperationsBankingRetailCustomer Service

🎯 Role Definition

The Branch Coordinator is the operational backbone of a branch location, responsible for executing daily branch operations, ensuring compliance with regulatory and corporate policies, supporting sales and service goals, and coordinating cross-functional activities to deliver an exceptional customer experience. This role requires strong attention to detail, process orientation, hands-on problem solving, and the ability to manage competing priorities while maintaining branch efficiency and risk controls.

This job description is optimized for applicant tracking systems (ATS) and language models; it contains the measurable responsibilities, keywords, and competencies hiring teams typically look for: branch operations, cash handling, reconciliation, compliance audits, customer service escalation, scheduling, inventory management, KPI reporting, SOP enforcement, and stakeholder communication.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative / Teller
  • Administrative Assistant in Retail or Banking
  • Operations Assistant / Back Office Coordinator

Advancement To:

  • Assistant Branch Manager
  • Branch Manager
  • Regional Operations Specialist / Area Coordinator

Lateral Moves:

  • Corporate Operations Analyst
  • Customer Experience or Service Delivery Specialist

Core Responsibilities

Primary Functions

  • Manage daily branch operations end-to-end, including opening and closing procedures, cash vault management, ATM and point-of-sale reconciliation, and end-of-day balancing to ensure accurate cash controls and minimize risk.
  • Serve as the first-line coordinator for customer escalations and complex service issues, researching root causes, proposing timely resolutions, and following up to guarantee customer satisfaction and retention.
  • Prepare, consolidate, and submit daily, weekly, and monthly operational reports and KPI dashboards (transaction volumes, exception rates, queue times, and service metrics) to branch leadership and regional operations teams to support data-driven decisions.
  • Oversee inventory of branch supplies, promotional materials, and forms; place orders, track delivery, and maintain stock records to avoid operational interruptions and ensure compliance with corporate standards.
  • Ensure branch adherence to company policies, regulatory requirements (BSA/AML, KYC where applicable), safety protocols, and internal controls by performing routine self-audits, coordinating external audits, and implementing corrective action plans.
  • Coordinate staffing schedules, shift coverage, and resource allocation by forecasting branch transaction traffic, managing leave requests, and balancing customer service needs with cost controls.
  • Maintain and update standard operating procedures (SOPs), process checklists, and training guides for branch staff; document process improvements and share best practices with peers and management.
  • Conduct routine cash reconciliations, investigate discrepancies, prepare variance reports and support cash exception investigations, liaising with finance and security teams to resolve issues promptly.
  • Support sales and cross-sell initiatives by monitoring product sign-up compliance, ensuring referral workflows are followed, and assisting frontline staff with promotions, digital adoption, and customer onboarding.
  • Coordinate logistics and vendor relationships for branch equipment, facilities, and technology (printers, PCs, security systems), managing service requests, escalations, and warranty repairs to minimize downtime.
  • Facilitate new-hire onboarding, role-specific training, and competency assessments for branch personnel; schedule and deliver refreshers on compliance, fraud prevention, and customer service standards.
  • Maintain accurate customer and transactional records in branch systems and CRM platforms, ensuring data integrity, secure handling of sensitive information, and timely completion of administrative tasks.
  • Act as the branch liaison for cross-functional projects (marketing campaigns, product launches, systems upgrades), coordinating test runs, communications, and change-management activities to support successful rollouts.
  • Monitor and report branch-level fraud, suspicious activity, and security incidents; assist investigations, escalate to compliance or loss-prevention teams, and implement preventive controls and staff awareness training.
  • Manage petty cash and corporate credit card reconciliations for branch expenses, enforce spending policies, and prepare documentation for month-end financial close activities.
  • Lead regular branch meetings to align team objectives, review performance against targets, discuss process improvements, and reinforce cultural and compliance priorities.
  • Support business continuity and disaster recovery planning for the branch by participating in tabletop exercises, maintaining contact lists, and ensuring critical operational procedures are documented and accessible.
  • Analyze branch workflows and customer journeys to identify bottlenecks, recommend technology or process enhancements, and track impact metrics after implementation.
  • Coordinate customer appointment scheduling and inbound service triage efforts across front-desk and specialist teams to optimize branch utilization and reduce wait times.
  • Maintain facility and meeting space readiness for client interactions and community events by coordinating setup, refreshments, signage, and security access.
  • Prepare documentation and materials for regulatory exams, internal audits, and management reviews; ensure timely responses to information requests and remedial action documentation.
  • Manage vendor and partner relationships for merchant services, payment processors, or local contractors; negotiate service levels, track invoices, and ensure contractual compliance.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Provide backup support for branch leadership in the absence of the manager, handling decision-making for service escalations and operational continuity.
  • Assist marketing and community outreach teams with in-branch events, sponsorships, and partnership activations to increase branch visibility and local customer acquisition.

Required Skills & Competencies

Hard Skills (Technical)

  • Cash handling and cash reconciliation best practices, including vault management and variance investigation.
  • Branch operations systems: familiarity with core banking systems, CRM platforms, POS terminals, and ATM management tools.
  • Regulatory compliance knowledge: BSA/AML, KYC, PCI-DSS basics (as applicable to industry).
  • Reporting and analytics: ability to prepare KPI dashboards using Excel, Google Sheets, or BI tools (Power BI, Tableau).
  • Scheduling and workforce management tools experience (e.g., Kronos, Deputy, When I Work).
  • Audit readiness and internal controls: performing self-audits, preparing audit packets, and implementing corrective action plans.
  • Incident and case management: ticketing systems, escalation workflows, and documentation standards.
  • Vendor and facilities coordination: vendor onboarding, invoice reconciliation, and SLA monitoring.
  • Basic project coordination: task tracking, stakeholder communications, and status reporting.
  • Microsoft Office proficiency (Excel, Word, Outlook) and familiarity with digital collaboration tools (Teams, Slack).

Soft Skills

  • Strong attention to detail with a proven ability to maintain accuracy under pressure.
  • Excellent verbal and written communication tailored to customers, frontline staff, and senior leadership.
  • Customer-centric mindset with a focus on first-contact resolution and relationship building.
  • Problem-solving orientation: root cause analysis and pragmatic corrective action implementation.
  • Time management and prioritization across competing operational tasks.
  • Collaborative team player who can coordinate cross-functional initiatives and coach peers.
  • Adaptability to changing processes, regulatory updates, and seasonal volume shifts.
  • Ethical judgment and integrity when handling sensitive financial and customer data.
  • Conflict resolution and de-escalation skills for handling challenging customer interactions.
  • Continuous improvement mindset with a track record of suggesting and implementing process improvements.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; vocational certification in office administration, retail management, or banking operations acceptable.

Preferred Education:

  • Associate or Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field.

Relevant Fields of Study:

  • Business Administration
  • Finance, Accounting, or Banking
  • Operations Management
  • Project Management or Information Systems

Experience Requirements

Typical Experience Range:

  • 2–5 years of experience in branch operations, retail management, customer service, or back-office coordination.

Preferred:

  • 3+ years in branch or store operations within banking, financial services, retail, or a high-volume service environment, including direct cash handling, reconciliation, and compliance exposure.

If you would like, I can tailor this description for a specific industry (banking, insurance, retail, or telecom), adjust seniority level (Coordinator vs. Senior Coordinator), or produce an ATS-optimized one-paragraph summary for job boards and LinkedIn.

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