Branch Operations Support Specialist

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Branch Operations Support Specialist ensures operational excellence across the Branch Network by driving compliance, optimizing processes, and supporting strategic initiatives. This role serves as a subject matter expert, partnering with internal teams to implement solutions that enhance efficiency, mitigate risk, and improve the member experience. The Branch Operations Support Specialist also provides support to branch team members for complex transactions and communication.  

Essential Functions and Responsibilities

• Assists in the development of standardized operational policies and procedures to ensure consistency and efficiency across all branches.
• Identifies areas for improvement and implements solutions to create greater policy understanding and adherence. 
• Tracks and monitors results of audits and branch inspections conducted by Internal Audit and Branch Operations Coordinators to support the identification of high-risk activities, locations, and challenges with policy adherence.
• Supports the execution of special projects or initiatives impacting the branch network, such as technology rollouts, process changes, or new product implementations. Participates in projects, acting as a branch operations subject matter expert and supporting implementation efforts across the network.
• Assists in managing vendors to address day-to-day operational needs and service issues, ensuring timely resolution and maintaining positive relationships.
• Supports contract compliance and assists with routine coordination of services, supplies, and equipment to meet branch operational requirements.
• Monitors and analyzes branch performance metrics (KPIs) related to operations and quality control, identifies trends, and reports insights and recommendations to Branch Operations and Branch Network leadership.
• Provides consistent, high-quality communication to the Branch Network in the form of reminders, announcements, and other information sharing both proactively and reactively. 
• Supports the implementation of operational changes, new products, and system upgrades by participating in end-user testing, development of training aids, and documentation of impacted policies and procedures.
• Provides support to other Branch Administration team members as instructed by the Branch Operations Support Manager.
• Ensures policies and procedures for the branch network are in alignment with banking regulations, internal controls, and leadership directives, maintaining necessary updates, reviews, and reminders.
• Develops, organizes, and maintains branch operational policies, procedures, and resources within the knowledge management system to promote consistency and accessibility.
• Proactively seeks ways to simplify and tailor information, instructions, and FAQs to meet the needs of the audience.
• Works alongside other business units and subject-matter experts to clearly define training needs and information, and determines appropriate delivery methods for training content to promote efficiencies throughout the branch network.
• Acts as a liaison between departments within the organization to filter and appropriately communicate changes and updates to the branch network and organization as a whole.
• Coordinates and supports complex operational projects and organizational initiatives, ensuring deliverables are completed accurately, efficiently, and in alignment with departmental expectations
• Assists in special projects and initiatives in areas of operational/service development.
• Organizes, creates, and maintains administrative processes for the Branch network.
• Assists in managing vendors, assessing contracts, monitoring vendor performance, ensuring compliance, managing billing, and maintaining an adequate inventory to support the branch's operational efficiency and profitability.

Other Duties and Responsibilities

• May be required to perform administrative support duties.
• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must maintain a working knowledge of credit union regulations and compliance requirements, including NCUA guidelines, BSA/AML, OFAC, Reg CC, Reg E, and other applicable federal and state laws.
• Must have strong knowledge of branch operational processes, policies, and risk management practices.
• Must have the ability to write, publish, and maintain operational policies and procedures with clarity and precision.
• Must have project and change management skills working with deadlines and impact analysis.
• Must be familiar with branch systems, configuration, business processes, and end-user testing; strong PC skills, including MS Excel, Word, and PowerPoint.
• Must have the ability to analyze operational data, identify trends, and make data-driven recommendations for improvement.
• Must have excellent verbal and written communication skills
• Must have strong critical thinking skills to resolve operational challenges and implement improvements.
• Must be detail-oriented with the ability to manage multiple priorities and projects simultaneously.
• Must be flexible and able to adjust to changing priorities and organizational needs.
• Must demonstrate a commitment to delivering exceptional member experience through operational excellence.
• Should possess a strong commitment to providing excellent service to Truliant’s members

Physical Requirements

• Occasional standing, walking, bending, and stooping required.
• Must be able to sit at a desk for long periods of time and use a computer.
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds.

Education and Background

• High School Diploma required; Bachelor’s degree preferred;
• Minimum of five years’ experience in Branch operations
• Experience working with regulatory compliance and vendor management preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant! 

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching  
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account