Branch Operational Support (Help Desk)

Support frontline teams and branch operations from our Hermitage, PA office as a Branch Operational Support professional. In this role, you’ll help customer-facing and internal staff resolve complex questions through the HELP Line and the department mailbox, while providing functional guidance on key banking systems such as ARGO and supporting operational initiatives that impact physical branches. You will also contribute to training and cross-functional projects, helping ensure the right processes are followed across the Retail Operations business unit.

What you’ll do

• Provide timely, courteous support to customer-facing and internal staff via the HELP Line and the department mailbox.
• Deliver functional guidance on ARGO and related systems, troubleshoot issues, and escalate or redirect inquiries as appropriate.
• Support branch operational initiatives, including branch openings, consolidations, closures, and acquisitions.
• Coordinate with vendors and manage cash-related logistics, including updating access to services such as Wells Fargo Foreign Currency Exchange.
• Provide training on equipment such as cash recyclers and support customer-facing staff and Bank-wide employees with hand-out materials that may include screen shots and visuals.
• Act as a resource for branch staff to resolve issues related to Beneficial Ownership, the Customer Identification Program (CIP), and compliance with operational procedures.
• Review and validate customer documentation, including Powers of Attorney, Trust Agreements, Letters of Authority, and business entity documents.
• Identify, report, and manage risks in alignment with F.N.B. Corporation’s risk management framework, while ensuring compliance with regulatory requirements and internal policies.
• Contribute to departmental and cross-functional projects as assigned, ensuring tasks are completed accurately and on time.
• Handle rotation queue calls and emails, and provide functional guidance with Premiere Teller and other system actions, researching situations and escalating when needed.
• Draft communications for Retail Bank or Bank-wide distribution regarding products, procedures, or software.
• Perform other related duties and projects as assigned.

What you bring

• Excellent customer service skills.
• Excellent communication skills, both written and verbal.
• Detail-oriented approach to documentation and procedures.
• 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), and MS PowerPoint (Basic Level).
• Experience with Premiere Teller, Business Process Manager, Web Director, or banking support is beneficial, but not required.

Tech you’ll use

• ARGO
• Wells Fargo Foreign Currency Exchange
• Premiere Teller
• Business Process Manager
• Web Director
• MS Word, MS Excel, MS PowerPoint

Location: 4140 East State Street, Hermitage, Pennsylvania 16148 (onsite).
Experience: Minimum 1 year.
Education: High School or GED.