Branch Operational Support (Help Desk)

Position Title: Branch Operational Support Representative
Department: Retail Support
Reports To: Supervisor, Retail Support

The Branch Operational Support Representative plays a vital role in supporting branch operations by resolving complex issues and ensuring consistent communication across the organization. This position provides expert assistance to frontline and Bank-wide staff via the HELP Line and department mailbox, offering guidance on ARGO and other systems. The role also contributes to special projects and supports initiatives impacting physical branch operations.

• Frontline Support:
  Provide timely, courteous assistance to customer-facing and internal staff through the HELP Line and department mailbox. Offer functional guidance on ARGO and related systems, troubleshoot issues, and escalate or redirect inquiries as appropriate.

• Branch Operations Support:
  Support activities related to branch openings, consolidations, closures, and acquisitions. Coordinate with vendors, arrange cash logistics, update access to services such as Wells Fargo Foreign Currency Exchange, and provide training on equipment like cash recyclers.

• Branch Risk & Compliance Liaison:
  Act as a resource for branch staff to resolve issues related to Beneficial Ownership, Customer Identification Program (CIP), and compliance with operational procedures. Review and validate customer documentation such as Powers of Attorney, Trust Agreements, Letters of Authority, and business entity documents.Identify, report, and manage risks in accordance with F.N.B. Corporation's risk management framework. Ensure compliance with all regulatory requirements and internal policies.

• Project Participation:
  Contribute to departmental and cross-functional projects as assigned, ensuring timely and accurate completion of tasks.

Position Title: Retail Support Representative

Business Unit: Retail Operations

Reports to: Supervisor of Retail Support

Position Overview:

This position is primarily responsible for assisting with complex branch issues and ensuring consistency of information through answering calls and emails presented to the department via the HELP Line and department mailbox respectively. The incumbent is also responsible for projects that are assigned to the department.

Primary Responsibilities:

Provides timely and courteous assistance to customer-facing and other Bank-wide staff through the HELP Line and department mailbox by answering rotation queue telephone calls and emails respectively. Answers questions, provides functional guidance with Premiere Teller and other system actions, researches situations and escalates issues or redirects to another support department.

Acts as liaison to branches to resolve issues such as Beneficial Ownership, CIP and compliance with operational procedures. Reviews customer documentation such as POAs, Trust agreements, Letters of Authority, required business documentation, etc.

Assists in training for customer-facing staff and Bank-wide employees by developing hand-out materials to include screen shots and visuals for product and new software training, drafting communications regarding product, procedure or software for Retail Bank or Bank-wide distribution.

Assists in activities affecting physical branches such as de novos, consolidations, closings and branch acquisitions, including contacting vendors, arranging cash deliveries and pickups, updating access to Wells Fargo Foreign Currency Exchange, training on cash recyclers or other equipment as directed by Supervisor of Retail Support.

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:

1

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 in Premier Teller, Business Process Manager, Web Director or banking support beneficial, but not required

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 FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.