Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals:  Delivering a wide variety of financial services with a superior customer service guarantee. 

JOB SUMMARY: Under general managerial guidance:  Manages the Direct Data Entry Department. Provides business expertise and first level support to the branches network and various support departments. Manages day to day activities, performs required supervisory tasks to ensure high service quality levels and meet department goals. Identify, recommend, evaluate and test system upgrades and enhancements.  

ESSENTIAL FUNCTIONS:  Fundamental Duties

1. Manage day to day activities, various functions of the department, and staff to include, but not limited to:

• Maintenance requests

• Callbacks

• Change of addresses

• Replacement Signature Cards

• Service requests

• Coordinate structure to file and store all documentation and records 

• Act as gatekeeper to minimize branch exposure to loss or audit exceptions

2. Perform Supervisory tasks to achieve high service quality levels and meet department goals

• Document & analyze department needs. Distribute monthly reports

• Improve department deficiencies and services

• Make recommendations on all staffing actions including hiring, terminating, performance counseling, merit increases, and promotions

• Develop and maintain succession plan

• Provide coaching and training

• Maintain scheduling and budgets

3. System Support

• Provide system support on projects for IM ST RM CMSE

• Maintain and provide system test plans. Provide testing to ensure all bugs have been resolved prior to testing

4. Participate in the development, rollout and/or support of various special projects including acquisition and mergers

MINIMUM KNOWLEDGE, PRIOR WORK EXPERIENCE, AND SKILLS NEEDED TO PERFORM JOB FUNCTIONS:

Previous experience managing an operational area or a branch where incumbent has gained a working knowledge of branch operations and procedures and of the IMPACS Savings/Time and RM systems.  Incumbent should be familiar with data entry, compliance, and account information requirements and set up. Previous PC application development and/or systems administration a plus. Incumbent must have an operational knowledge of PC hardware and banking systems software. Excellent analytical, research, organizational, interpersonal, communication and customer service skills are required.

PHYSICAL DEMANDS:

Works for extended periods of time working on dumb terminal or PC and talking on telephone. Utilizes On-Line terminal for input to mainframe.

MENTAL DEMANDS:

Prioritize fluctuating work volumes to ensure all transactions are processed within established time frames. Apply working knowledge of department to identify new automated solutions to streamline current procedures and/or improve customer service. Utilize leadership and interpersonal skills to attract and retain employees. Maintain knowledge of operational workflow, legal requirements and established procedures to resolve routine inquiries received from staff.

Prioritize multiple demands while continuing to meet established service standards.

EQUIPMENT USED TO PERFORM FUNCTIONS:

PC, dumb terminal, telephone, fax, copier, 10 key calculator. Some assignments may require special equipment

DECISION MAKING:

Identify that there are system and processing delays or errors and interact with appropriate support staff to gain resolution.

Determine when to elevate situation to higher level management for settlement. Exhibit more advanced operational decisions regarding long term projects in addition to daily tasks.

SUPERVISORY RESPONSIBILITY: (List number of subordinates)

Directly Supervised:    -11-

Supervised by Subordinates:      -0-

FINANCIAL IMPACT:

Department processes approximately 5,800 - 6,000 requests for assistance per month.

Incorrect processing or delays in responding to request could result in potential fines ranging to $500,000.

CONTACTS:

Internal: All levels of departmental, branch and corporate personnel.

External: Customers, regulatory personnel, attorneys, State and Federal agents.

EOE

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