Senior Branch Operational Support (Help Desk)

Position Title: Senior Retail Support Representative

Business Unit: Retail Operations

Reports to: Supervisor of Retail Support

Position Overview:

This position is primarily responsible for assisting branches with complex issues, troubleshooting problems, and providing clarification of procedural questions while ensuring consistency in the information provided, through answering calls and emails presented via the HELP line and department mailbox, respectively. The incumbent maintains knowledge of Premier Teller, BPM, Director Workflow, Argo Teller and the Operations Manual, to confidently provide procedural guidance. The incumbent will be assigned projects (i.e. test systems, work on platform systems under development, etc.).

Primary Responsibilities:

Provides prompt and courteous assistance to customer-facing and other Bank staff by answering and tracking rotation queue telephone calls and emails. Provides procedural and functional guidance with various retail systems, diagnoses problems, researches complex situations, coordinates with other departments, and escalates critical issues as appropriate.

Acts as liaison to branches to resolve compliance exceptions such as Beneficial Ownership, CIP and other procedure issues. Reviews customer new account documentation and legal agreements such as POAs, Trust agreements, Letters of Authority, and business documentation to ensure they meet the bank's procedural requirements.

Works directly with vendors such as Brinks and US Bank to assist Branches with cash shipment and delivery issues such as discrepancies and missed service.

Utilizes vendors' sites to track deliveries, submit claims, place orders, and research other issues. Also maintains vault passwords for all branch locations.

Helps maintain the Operation Manual by creating, revising and testing procedures based on any changes in software functions, weaknesses uncovered by audit, changes in banking and compliance laws, and updates in new state markets.

Assists in developing communications to customer-facing staff and Bank-wide employees, including screen shots and visuals, when product, procedure or systems changes are made that impact the Retail Bank.

Assists Manager with systems testing and projects that impact Retail Banking, particularly the teller system, platform system, and intranet.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

3

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent customer service skills

Excellent communication skills, both written and verbal

Detail-oriented

Ability to work and multi-task in a fast paced environment

Ability to use a personal computer and job-related software

MS Word - Basic Level

MS Excel - Intermediate Level

MS PowerPoint - Basic Level

Experience with Premier Teller, Business Process Manager, Web Director or similar banking systems

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A

Equal Employment Opportunity (EEO):

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.