Retail Administration Coordinator

Join our Retail Administration team and play a key role in keeping our branches running smoothly, accurately, and efficiently. From quality control and operational support to solving everyday challenges and finding smarter ways to work, this is a great opportunity for someone who’s organized, curious, detail-oriented, and always looking for the next way to make a difference. 

Position Overview:

As a part of the Retail Administration team, the Retail Banking Administration Coordinator supports accurate, efficient, and compliant retail operations through quality control, operational support, and coordination of key Retail Administration activities. The role also serves as a resource to branch and department staff, helping resolve routine issues, improve processes, and reinforce established controls. 

ESSENTIAL RESPONSIBILITIES

• Supports the Retail Administration Manager & Sales & Service Manager, along with their teams, by completing assigned recurring quality-control testing, branch visits, and operational reviews of designated retail activities, including specialized functions such as IRAs and safe deposit boxes; maintains supporting records, communicates identified exceptions and trends, tracks corrective action, and escalates significant or unresolved findings. This role supplements, but does not duplicate, the Quality Control Specialist’s daily review of reports, deposit-account documentation, new-account information, and deposit-related maintenance.
• Manages vendor due diligence and ongoing review activities by gathering, validating, and maintaining required documentation; tracking initial and periodic reviews, renewals, outstanding items, and corrective actions; and escalating incomplete, significant, or unresolved matters to management.
• Administers assigned vendor and referral activities, including maintaining vendor records and the referral database, coordinating routine requests and issue resolution, monitoring service and documentation requirements, supporting user-access reviews, and tracking referral activity, follow-up, and resulting sales for management reporting.
• Assists with audit and examination preparation for branches and Retail Administration by gathering, organizing, validating, and maintaining requested documentation; assists with responses, tracks outstanding items and corrective actions, and supports timely resolution of findings with branch management and other departments.
• Provides backup support for branch end-of-day procedures, including balancing, exception research, transaction or general ledger discrepancies, system outages, and other issues that may prevent successful completion of daily processing.
• Provides backup support for branch needs and Retail Administration functions during absences, peak workloads, staffing needs, and special projects within the employee’s authority and training.
• Helps review and develop Retail Administration resources and maintains broad knowledge of branch operations, quality control, due diligence, vendor management, and retail sales and service functions, including applicable workflows, controls, policies, procedures, products, programs, systems, and vendor platforms.
• Serves as a knowledgeable operational resource by researching questions and assisting branch and department staff with routine system, transaction, balancing, access, workflow, product, and procedural issues; coordinates with internal departments or vendors as needed and refers higher-risk or unresolved matters to the appropriate department or manager.
• Reviews Retail Administration policies, procedures, forms, product information, job aids, and reference materials; identifies knowledge gaps and emerging operational trends and assists with staff training and communications.
• Provides day-to-day procedural guidance to branch staff by reinforcing established procedures, assisting with routine issue resolution, and escalating operational or compliance concerns to the appropriate manager.
• Identifies opportunities for efficiencies through automation, identifying redundancies or unnecessary steps within existing processes, self-service tools, system workflows, reporting, and improved documentation while ensuring accuracy, confidentiality and compliance.
• Brings a tech-forward mindset to the role, seeking smarter, simpler ways to serve clients and support retail teams.

The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties related and unrelated to the above, may be assigned and, therefore, required.

Our history of success and commitment to exceptional customer service starts with our employees and we are seeking candidates who share our vision of excellence and distinction. In addition to working with our engaged and exceptional team members, the successful candidate will be provided with competitive salary and outstanding benefits that include health dental and vision insurance, generous 401(k) match and tuition reimbursement. 

The pay range provided reflects the established budget for this position and represents what the Bank reasonably expects to pay at the time of posting. The final offer will depend on various factors, including relevant experience, skill set, qualifications, and other job-related considerations.

Member FDIC. Member DIF. Equal Opportunity Employer.

COMPETENCIES

• Customer Service – Demonstrates exceptional customer focus and responds promptly and effectively to customer and colleague needs, including difficult or complex situations.
• Communication – Communicates clearly, professionally, and effectively with customers, colleagues, vendors, and the public.
• Professionalism – Demonstrates sound judgment, accountability, tact, and diplomacy and maintains a professional demeanor in interactions with customers, colleagues, vendors, and the public
• Organization – Works independently on assigned responsibilities within established procedures and effectively prioritizes multiple tasks and deadlines.
• Technology – Quickly learns and effectively uses required systems, applications, and vendor platforms.
• Problem Solving – Researches and analyzes issues, identifies practical solutions, recognizes potential risks, and escalates matters appropriately.
• Training & Knowledge Sharing – Supports and delivers procedural training for new hires and existing staff using established policies, procedures, and training materials.
• Collaboration – Builds productive working relationships across Retail Administration, branches, and other departments and provides effective support to branch staff.

QUALIFICATIONS

Education and/or Experience

• Associate’s degree or an equivalent combination of education and experience; relevant specialized coursework is a plus.
• Two to three years of banking experience, including teller, customer service, or branch operations experience. 
• Administrative or operational support experience preferred. 
• Ability to acquire and maintain broad knowledge of retail banking operations, systems, policies, procedures, and controls.

Physical Requirements

Ability to lift and carry up to 25 pounds on an occasional basis.

Prolonged standing.