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Key Responsibilities and Required Skills for Branch Operations Administrator

💰 $40,000 - $65,000

OperationsBankingAdministration

🎯 Role Definition

The Branch Operations Administrator ensures smooth, compliant, and efficient day-to-day operations of a retail branch. This role is responsible for transaction accuracy, cash and vault management, operational controls, regulatory adherence, associate support, and continuous process improvement. The ideal candidate balances excellent customer service with disciplined operational execution and risk mitigation.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Teller / Senior Teller
  • Customer Service Representative (Banking)
  • Operations Clerk / Specialist

Advancement To:

  • Branch Operations Supervisor
  • Assistant Branch Manager / Branch Manager
  • Regional Operations Manager

Lateral Moves:

  • Compliance Analyst (Banking)
  • Fraud Prevention Specialist
  • Client Services Manager

Core Responsibilities

Primary Functions

  • Oversee day-to-day branch operations, ensuring all transactions are processed accurately, securely, and in accordance with bank policies and regulatory requirements.
  • Manage cash, vault, and ATM replenishment cycles: reconcile vault balances, prepare deposits, and coordinate scheduled cash shipments to minimize risk and ensure cash availability.
  • Reconcile daily teller and branch balancing reports, research and resolve variances, and implement corrective actions to prevent recurrence.
  • Execute and monitor internal controls and audit procedures, document findings, and lead remediation efforts to address control gaps and audit observations.
  • Maintain branch operational readiness by performing routine checks on equipment (ATMs, printers, cash recyclers), coordinating maintenance, and escalating critical outages.
  • Serve as the escalation point for complex transactional exceptions, teller discrepancies, and customer operation-related disputes; document incidents and resolutions.
  • Administer account opening and closing procedures in line with KYC, AML, and CIP requirements; verify identification and required documentation for new and high-risk accounts.
  • Support Know Your Customer (KYC), Anti-Money Laundering (AML), and sanctions screening processes by escalating suspicious activity and participating in investigations with compliance teams.
  • Prepare and submit regulatory filings, reports, and required documentation on time and in accordance with internal standards and external regulations.
  • Lead training and onboarding for tellers and operations staff on procedures, system updates, and compliance requirements to maintain consistent operational quality.
  • Monitor and enforce adherence to service level agreements (SLAs), branch policies, and procedures; recommend process improvements to enhance efficiency and compliance.
  • Implement and maintain secure information handling practices to protect customer data and maintain confidentiality across all branch interactions.
  • Coordinate daily opening and closing procedures, ensuring security protocols are followed, alarms are set, and end-of-day reports are complete and accurate.
  • Support fraud prevention activities by reviewing alerts, validating transactions, and liaising with fraud investigation units to resolve potential losses or suspicious accounts.
  • Manage check processing workflows, endorsement requirements, holds, and exception items in accordance with funding and availability policies.
  • Maintain and update operational manuals, process documentation, and knowledge base content to reflect current procedures and regulatory changes.
  • Conduct periodic quality assurance reviews and spot audits of teller drawers, loan document packages, and file documentation to ensure compliance with bank standards.
  • Assist with branch cash forecasting and ordering; analyze transaction trends to optimize inventory and reduce cash shortages or surpluses.
  • Coordinate with product, credit, and relationship teams to resolve complex customer account issues, escalate exceptions, and support branch revenue activities while protecting operational controls.
  • Support the implementation and testing of systems and process changes (e.g., core system updates, third-party vendor implementations) and document impacts on branch workflows.
  • Maintain strong vendor relationships for armored transport, equipment servicing, and third-party service providers; manage scheduling and escalate service-level issues.
  • Prepare operational metrics and performance reports for branch leadership, highlighting trends, risk areas, and recommended corrective actions.
  • Serve as a back-up resource for teller and support functions during staffing shortages or peak periods to ensure uninterrupted customer service.
  • Ensure physical security and compliance with Health & Safety and emergency procedures; coordinate drills and communicate policy changes to branch staff.

Secondary Functions

  • Assist operations leadership in special projects, cross-functional initiatives, and process standardization efforts across multiple branches.
  • Support customer service initiatives by handling escalated inquiries related to operations and providing resolution pathways that uphold compliance and customer experience.
  • Participate in community outreach or branch event planning as operations support to enhance local engagement and brand visibility.
  • Compile and analyze operational data trends to support continuous improvement projects and reduce processing times or error rates.
  • Liaise with IT and systems teams to troubleshoot user issues, submit change requests, and participate in user acceptance testing for operational enhancements.
  • Provide input to performance reviews for teller and operations staff with observed behavior tied to process adherence and operational accuracy.
  • Maintain up-to-date training records and compliance certifications for branch operations employees.

Required Skills & Competencies

Hard Skills (Technical)

  • Cash handling, vault management, and ATM reconciliation with demonstrated accuracy under time constraints.
  • Teller balancing, end-of-day reconciliation, and variance investigation experience.
  • Strong knowledge of banking operations and retail bank products (deposits, wires, checks, loans).
  • Familiarity with KYC, AML, CIP, OFAC, and other regulatory compliance frameworks and the ability to escalate issues appropriately.
  • Experience using core banking systems (e.g., FIS, Jack Henry, Finacle) and teller platforms; comfortable learning proprietary branch systems quickly.
  • Proficiency in Microsoft Excel (pivot tables, VLOOKUP/XLOOKUP, basic formulas) for operational reporting and reconciliation.
  • Experience preparing and reviewing operational and regulatory reports and maintaining audit-ready documentation.
  • Basic understanding of fraud detection techniques and experience working with fraud prevention teams.
  • Ability to operate and troubleshoot branch devices (ATMs, cash recyclers, check scanners) and coordinate vendor maintenance.
  • Strong record-keeping, document management, and quality assurance skills aligned with audit expectations.
  • Knowledge of check clearing, exception processing, and deposit availability policies.
  • Experience with CRM and ticketing systems for customer escalations and operational issue tracking.
  • Familiarity with branch security protocols, safe combinations, dual custody procedures, and alarm systems.

Soft Skills

  • Exceptional attention to detail and a bias for accuracy in high-volume transactional environments.
  • Strong verbal and written communication skills for interacting with customers, regulators, and internal stakeholders.
  • Problem-solving mindset with the ability to research issues, propose solutions, and follow through to resolution.
  • Customer-service orientation balanced with a firm commitment to compliance and risk mitigation.
  • Time management and prioritization skills to manage competing operational priorities and deadlines.
  • Leadership presence to train and mentor tellers and promote a culture of operational excellence.
  • Integrity and ethical judgment when handling sensitive customer information and financial resources.
  • Adaptability to process changes, system upgrades, and evolving regulatory requirements.
  • Collaborative team player able to coordinate across branch, regional, and corporate teams.
  • Resilience under pressure and the ability to manage stress during busy periods or escalations.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED

Preferred Education:

  • Associate or Bachelor’s degree in Business Administration, Finance, Accounting, or related field

Relevant Fields of Study:

  • Banking and Financial Services
  • Finance or Accounting
  • Business Administration
  • Economics
  • Risk Management

Experience Requirements

Typical Experience Range:

  • 2 to 5 years of relevant experience in branch operations, teller leadership, or retail banking operations.

Preferred:

  • 3+ years’ experience in banking branch operations with demonstrated responsibility for cash/vault management, reconciliations, and compliance activities.
  • Prior experience supporting audits, regulatory exams, or process improvement initiatives in a financial services environment.
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