BSA Centralized Operations Team Lead

About The Role

This role provides essential support to branch staff and other departments as needed, with a focus on ensuring consistent adherence to bank policies and procedures. The position also assists the BSA Officer and contributes to teller operations to maintain high standards of service and operational excellence. Additionally, this individual acts as a departmental lead by providing guidance and training to team members.

Major Duties and Responsibilities:

Support branch personnel and cross-functional teams with operational needs and inquiries.

Assist the BSA Officer with compliance-related tasks and responsibilities.

Perform duties related to bank operations, ensuring accuracy, efficiency, and compliance with internal controls.

Deliver exceptional service by interacting professionally and courteously with customers, vendors, the public, and fellow employees.

Represent the bank in a manner that upholds its reputation for quality, integrity, and customer service.

Provide leadership within the department by offering guidance, support, and oversight to ensure team effectiveness and alignment with organizational goals.

Perform routine and periodic operational tasks including audits, reporting (IOLTA, escheatment, tax), account maintenance (POD, deceased, dormant), and transaction verification (IRA, HSA, fraud, corrections).

Review and reconcile operational and compliance reports to ensure data integrity across CIF, DDA, CD, debit cards, IRAs, Reg D, and more.

Provide comprehensive support to branches and departments on cash handling, wires, disputes, account changes, ACH, supplies, and system access issues.

Manage user access and permissions for key systems including Fedline, Silverlake, and Synergy; reset passwords for GlobalPay and other platforms.

Support commercial electronic payments onboarding and customer inquiries for ACH, wires, RDC, and bill pay; promote self-service tools.

Coordinate quarterly branch supply processes and meetings to improve efficiency and empower local teams.

Maintain accurate records and ensure compliance with SOX, retention policies, and regulatory requirements.

Assist with BSA/AML/OFAC compliance tasks including CIP, CDD/EDD, CTRs, MIL, and high-risk customer reviews under the guidance of the Division BSA Officer.

Provide fraud support and technical expertise related to suspicious activity and transaction monitoring.

Promote bank products and services, identify referral opportunities, and train customers on e-banking and treasury tools.

About You

Qualifications:

Two to four years of similar or related experience in banking.

A high school degree or GED is required.

Knowledge, Skills, Abilities:

Working knowledge of standard office equipment. Skills in areas related to computer operation and use including working knowledge or ability to learn various office software including word processing, spreadsheets, 10-key, and general computer applications.

Communicate Effectively: both verbally and in writing with others in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques. Demonstrate soft phone skills by treating all internal and external customers in a polite and courteous manner. Understands and follows complex written and oral instructions.

Customer Service: We are community inspired and pride ourselves on offering exceptional service to both our internal and external customers. We expect you, as an employee, to support our values and visions of Integrity, Service and Success.

Teamwork: Demonstrate ability to work independently and as part of a team. Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness.

Professionalism: Exhibit a professional manner in dealing with others; work to develop and maintain cooperative and positive working relationships; represent the bank in a positive manner; maintain credibility with others.

Ethical Behavior: Model high standard of honesty, integrity, trust, and openness. Understand and follow through with appropriate standards of conduct and moral judgment; willing to act outside the norm when needed to adhere to ethical principles. Communicate and demonstrate actions in a consistent manner. Respect others, regardless of individual capabilities, agendas, opinions or needs.

Confidentiality: Maintain strict confidentiality regarding any information obtained during performing job duties; adhere to Bank policies and procedures regarding confidentiality.

Quality Management: Adhere to guidelines, protocol, policies, and procedures and supervisory directives; improve and promote work quality; demonstrate accuracy, thoroughness, and attention to detail; strive to achieve good results.

Adaptability: Adapt positively to change; manage competing demands and effectively handle changes, delays and/or unexpected events with a positive attitude.

Planning and Organization: Prioritize, organize, and plan work; use time efficiently; and achieve results within time frames. Complete work in a timely, accurate manner and be conscientious about assignments and deadlines.

Judgment/Problem Solving: Display ability and willingness to make sound decisions; identify and resolve problems in a timely and positive manner; exhibit sound judgment; appropriately handles both routine and non-routine situations.

Individual Responsibility and Accountability: Accept responsibility for own work performance; accept responsibility for own actions and outcomes and does not blame others. Demonstrate willingness to take initiative in performing job duties, resolving issues, and making suggestions for improvement. Conduct follow-through and meets commitments and agreements in a timely manner; relied upon by others as a source of valid information.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms. The employee may also be required to: climb, balance, stoop, kneel, crouch, crawl, push, and pull.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance. Must be capable of climbing/descending stairs in an emergency.

Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

Working Conditions:

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

What We Offer

Compensation & Benefits: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details.

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc