Branch Services Support Specialist

Job Summary

The Branch Services Support Specialist owns and continuously improves the Branch Self Service (BSS) SharePoint site and related service resources used by Border States branches. This role partners with cross-functional stakeholders to publish clear, accurate, and current content; gather feedback and data to identify needs; and lead initiatives that improve adoption, usability, and business outcomes.

Responsibilities

Essential Functions

• Maintains and administers the Branch Self Service (BSS) SharePoint site, including structure, navigation, permissions (as applicable), and overall content governance.
• Refreshes and publishes updated site content on a regular cadence to ensure resources are accurate, relevant, and easy for branches to find and use.
• Continuously identifies opportunities to expand the BSS site (new pages, tools, templates, FAQs, and training resources) based on branch needs and service strategy.
• Develops and maintains an intake process to capture ideas and requests; evaluates, prioritizes, and converts ideas into clear deliverables.
• Leads branch service-related projects from discovery through launch, including scope, timeline, stakeholder alignment, content development, testing, and change management.
• Interviews stakeholders and analyze qualitative and quantitative data (usage metrics, feedback, search terms, adoption trends) to improve site design, content, and usability.
• Drives progress toward go-live milestones, ensuring next pages and enhancements are ready, reviewed, and approved for release.
• Partners closely with project team members and stakeholders to keep work on track, remove blockers, communicate status, and ensure timely completion of deliverables.
• Updates SharePoint sites and linked resources as new tools, training, and materials are created; ensures version control and content accuracy.
• Supports the development and rollout of standardized branch processes for asset management, including staging and storage workflows, to improve consistency, accuracy, and adoption across locations.

Non-Essential Functions

• Supports content creation and communications related to material management services (e.g., VMI, vending, assets) as needed.
• Assists with training, office hours, or branch enablement sessions to increase adoption of self-service tools.
• Performs other duties as assigned by supervisor or designate.

Qualifications

• Bachelor’s degree in business, communications, supply chain, information systems, or related field; or equivalent combination of education and experience.
• 3+ years of experience in operations support, project coordination/management, knowledge management, communications, or similar role preferred.
• Demonstrated experience building or maintaining SharePoint sites and publishing clear, organized content preferred.
• Strong writing, editing, and information-organization skills.
• Ability to gather requirements, translate needs into solutions, and manage multiple priorities and deadlines.
• Proficiency with Microsoft 365 tools (SharePoint, Teams, Outlook, PowerPoint, Excel).

Skills and Abilities

• Customer-focused mindset with a passion for making tools easier for branches to use.
• Project leadership and stakeholder management.
• Analytical thinking and data-driven decision making.
• Continuous improvement orientation (process, content, and user experience).
• Clear communication, collaboration, and follow-through.
• Attention to detail and strong quality control.

Physical Requirements

Frequency at which you would carry/lift in a typical day:
Occasionally 0 – 33% Frequently 34 – 66% Continuously: 67 – 100%

• Lift from Waist:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Lift from Floor:
  • < than 10 lbs. - Occasionally
  • 10 to 25 lbs. - Occasionally
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Carried for Distance:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all

Physical Activity

Frequency at which you would do the following in a typical day:

• Sitting (a continuous period of being seated) - Continuously
• Standing (for sustained periods of time) - Frequently
• Walking (moving about on foot to accomplish tasks) - Frequently
• Bending/stooping (downward and forward) - Occasionally
• Crawling (moving about on hands and knees or hands and feet) - Occasionally
• Climbing/Walking Stairs (ascending or descending) - Frequently
• Reaching (extending arms in any direction) - Frequently
• Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally
• Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally
• Balancing (maintaining body equilibrium to prevent falling) - Occasionally
• Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously
• Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally
• Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally
• Grasping (Applying pressure to an object with the fingers and palm) - Continuously
• Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously
• Talking (expressing or exchanging ideas by means of the spoken word) - Continuously
• Driving (the control and operation of a motor vehicle) - Occasionally
• Desk work (work usually performed at a desk) - Continuously
• Use of a computer - Continuously
• Use of a telephone - Continuously
• Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously
• Exposure (to adverse weather & temperature conditions) - Occasionally
• Travel (travel needed to perform job duties) - Occasionally

Additional Information

This job description is a summary of the job duties and responsibilities and is not intended to cover all possible job duties and is subject to change at the employer’s discretion. Employees must be able to perform the essential job duties and satisfy job requirements either with or without a reasonable accommodation. Salary range $64,195.00 - 86,292.00 based on experience.