• Retail Support - Branch Operations & Compliance Specialist

    Job Location US-MA-Brockton
    Job ID
    Position Type
    Full Time Non Exempt Full-Time
    Branch Administration [002001]
  • Overview

    Under the direction of the VP, Branch Operations /Risk Management, provide support to ensure compliance with operational and regulatory requirements, policies and procedures.  Provide support with product and service information, overall branch operations, security and procedure clarification to retail branches as needed.  This will include the full breadth of retail operations and regulatory knowledge.  Maintain up to date procedures and forms on the portal for accurate and up to date documentation and information. Act as coordinator for CUNA Program. Provide support with vendor management for the Retail Division.



    Serve as a resource and provides telephone support to retail staff in resolving technical problems, product and service questions, transaction processing and settlement issues.  Research and resolve inquiries promptly. Monitor and record information obtained from calls/assistance to identify training opportunities, changes in procedures/polices/regulations and make recommendations for improvements.


    Provide day-to-day operational support to the Retail branches. Ensure Branches are exam ready at all times and compliant with regulatory requirements.

    Provide support to the branch network by working closely with; Insight, EFunds, MoneyGram, Pathfinder, Navigator and Harland, in addition to any other new software used to support the retail banking team.


    Review, update and maintain all retail policies and procedures as needed.  Ensure updates to the retail portal are completed timely and accurately.  Prepare the communication for all/any chances to policies and procedures as needed.  

    Monitor and follow-up with management on various reports such as New Account Opening missing documents, mis-managed accounts, returned deposited items, BAI overdue compliance training, etc.

    Perform periodic branch audits, provide written report with supporting documentation to VP of Branch Operations and make recommendations for improvements as needed.

    Assist with gathering & reviewing audit documentation as requested by various auditors/examiners. 

    Make recommendations as needed to improve efficiencies, productivity and profitability.


    Actively participate in operation calls/meetings.  Prepare agenda’s and follow-up minutes for calls/meetings.


    Act as a liaison between Bank at work, MFS representatives and Retail Banking.  Prepare reports, resolves and answers inquiries as needed.


    Act as the MFS Coordinator for the CUNA Program.  Maintain schedules ensuring they are up to date and accurate; contact or follow up with customers as required.  Coordinate lobby days, assist with seminars and provide support to MFS Advisors as needed.  Maintain MFS brochures/literature to ensure it is compliant and up to date.


    Assist/coordinate staffing needs for branches as needed. 


    Ensure status changes are processed completely, accurately and timely.


    Complete various monthly audits to ensure compliance with HarborOne policy


    Review and monitor compliance with customer identification procedures, research and correct deficiencies in the account opening process.


    Maintain an in depth and up to date knowledge of procedures, policies, products and services.


    Monitor and settle offline suspense accounts for the retail network.


    Conduct user audits of retail systems to ensure employee access is up to date and the appropriate level of access is granted.


    Prepare special reports and participate in special projects as needed or requested by Retail VP’s.


    This position may require support by working as a Teller, Teller Supervisor/Manager or Customer Service as needed to support the branch network as needed.


    Prioritize task to ensure timelines are met; and ensure all audit responses are completed timely and accurately.


    Assist with vetting new vendors and provide vendor management support to Retail VP as needed.


    Consistently meet monthly performance goals.


    COMPLIANCE: Maintain an excellent understanding of all applicable regulations and laws relating to day-to-day duties including but not limited to; Bank Secrecy Act; Privacy; Fair Lending and Regulation E.

    Maintain an up to date understanding of Bank policies and procedures as they relate to compliance. Ensure retail staff complete all relevant compliance training.


    Expected to be up to date on all requirements for annual compliance testing.  Must be knowledgeable and able to effectively apply this knowledge for day-to-day activities and responsibilities.




    At least 2 years of management or Branch Operations experience. Ability to prioritize and make independent decisions within authority.  Strong proven operational, regulatory and technical expertise. Associate's degree (A. A.) or equivalent from two-year College or technical school.



    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.



    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.  Ability to apply concepts of basic algebra and geometry.



    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.



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