Branch Operational Support (Help Desk)

First National Bank Of Pennsylvania; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

First National Bank Of Pennsylvania is seeking a Retail Support Representative to assist with complex branch issues and maintain consistent information via the HELP Line and email queues. You will provide guidance on ARGO and related systems, escalate when needed, and support branch openings, closures, and acquisitions.

As part of Retail Operations, you will train staff, review documents for compliance, and contribute to cross-functional projects while ensuring risk management standards are

Qualifications

• High School diploma or GED required.
• 1 year of related experience required.
• Excellent customer service and communication skills essential.

Responsibilities

• Provide timely, courteous assistance to staff via HELP Line and mailbox on ARGO and related systems.
• Support branch openings, consolidations, closures, and acquisitions; coordinate with vendors and cash logistics.
• Review and validate documents for compliance (Beneficial Ownership, CIP, procedures).
• Participate in projects; develop training materials and communications for Retail Bank staff.

Skills

Customer service

Communication

Detail-oriented

Multi-tasking

PC skills

MS Word

MS Excel

MS PowerPoint

Premier Teller

Education

High School or GED

Tools

Premier Teller

Business Process Manager

Web Director

Job description

Primary Office Location: 4140 East State Street. Hermitage, Pennsylvania. 16148.

Position Overview

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.

Primary Responsibilities

• 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 escape 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 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. FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.

A culture of teamwork. A history of success. As a leading diversified financial services company, F.N.B. Corporation (FNB) offers a wide range of opportunities for individuals who want to grow their careers. The FNB team is a group of highly qualified professionals who work together to provide comprehensive financial solutions across our corporate footprint, which includes Pennsylvania, Ohio, Maryland, West Virginia, Virginia, North Carolina, and South Carolina. Our consistent recognition as a best place to work and top workplace by our own employees symbolizes the outstanding culture we represent.