Operations Support Specialist

Reporting to the Operations Support Coordinator, the Operations Support Specialist is responsible for assisting with the completion of various operational tasks and initiatives within the department. Acts as a point of contact for department staff (associates and leadership) as well as other business partners (both internal and external to the bank) on matters relevant to a wide variety of payroll functions, tasks, projects and technology. Performs assigned operational duties, including some that are complex and require strong analytical skills to complete. Ensures efficient, accurate, and timely processing of assigned tasks and meets assigned deadlines. May train new and/or less experienced employees on operational, technology and project-related items/processes. Acquires, maintains and continually increases knowledge of payroll, HCM, and banking technologies and applicable regulatory requirements. Helps ensure that client account information and reports are processed timely, accurately and in accordance with Bank and third party policy and procedures. Compiles data and provides reporting/information to management and other areas of the Bank. Reviews and recommends process improvements to reduce cost, improve efficiency and/or mitigate risk to the bank. Routinely exercises discretion and independent judgment while performing duties.

Key Accountabilities:

Operations/Process:

• Routinely demonstrates the ability to effectively and efficiently perform assigned duties.
• Regularly communicates with department and operations management regarding observations and/or suggestions for improving workflow through the use of technology as well as other means.
• Proactively looks for ways in which the department (and bank) can better/further use technology to increase efficiency, reduce risk and improve client experience.
• Functions as the go-to resource/expert for payroll system functions including, but not limited to, Evolution and other TLM/HCM related programs.
• Guides and advises others in the more complex phases of work, including training new, temporary and less experienced assigned personnel.

• Proactively communicates to management and team members to ensure timely resolution of all system-related problems and complaints.
• Works with Bangor Payroll Leadership and Training Coordinator to develop and implement training for new/improved processes as well as coordinate and implement general knowledge sessions for department staff to ensure growth at all levels.

• Document and test product integrations for the import and export of client data.
• Translates technical information to a non-technical audience and provides excellent follow-up with internal and external clients
• Ensure correspondence & communication is complete, concise, professional & timely. Expresses written ideas clearly. Verbal presentations are logical & well thought out. Modifies company and employee payroll data as requested
• May assist in time and attendance setup and support of Bangor Time application
• Provides system support and guidance to portfolio clients enrolled in our Affordable Care Act (ACA) services
• Establishes and/or assists in the setup of client requested general ledger, time-off accrual policy, and/or custom reports in Evolution software application

Client Experience:

• Promotes and acts as a leader/mentor in further developing a client-centric culture and attitude among staff that always puts the client first.
• Provides the highest level of service and exemplifies You Matter More to each client.
• Assists in research and resolution of complex client complaints/issues as appropriate. 
• Handles escalated client situations on behalf of department.
• Provides exemplary service support and resolves issues and concerns in a timely fashion
• Acts as liaison between the client and Bangor Payroll, serving as an empowered advocate for the client

Compliance and Control:

• Proactively assists in ensuring that the Bank/department complies with local, state and federal regulations.
• Proactively researches, analyzes, understands and implements new processes/controls in accordance with new/updated regulations.

General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.

• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Key Competencies:

Creativity/Innovation – Looks for opportunities to increase efficiency and effectiveness throughout the department.  Has ability to constructively challenge assumptions and seek/develop new and different ways to improve performance throughout department.

Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, and adjusts plans to meet changing needs.

Proactivity/Initiative – Takes independent action, operates as a pro-active self-starter, and acts on opportunities, practices self-development.

Integrity/Ethics – Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.

Interpersonal Skills – Has excellent communication skills, both written and verbal as well as the ability to exhibit active listening skills and being open other viewpoints, perspectives, etc.

Organizational Skills – Able to effectively manage, prioritize and keep track of multiple tasks/projects/requests at any given time.

Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, and incorporates vision when planning

Knowledge/Experience Requirements:

• High school diploma or equivalent required college, business or banking professional training helpful.
• Strong computer/technology skills including, but not limited to, a working knowledge of Microsoft Office products (Outlook, Excel, PowerPoint, Word, etc.) preferred.

Physical Demands/Conditions Requirements:

• General office environment.
• Moderate lifting (to 35 lbs.) required.  Moderate reaching, walking, sitting and standing required.

Equipment Used:

• General office equipment.

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.