Retail Banking Operations Specialist

About Studio Bank:

Studio Bank's mission is to empower creators. (And we're all creating something.) Whether you're designing a company or creating a better life for your family, crafting a song or writing code, orchestrating social change or enhancing the quality of care, we want to collaborate with you. A studio is a place where creators do their thing. Welcome to yours.

From our inception, we invested a lot of time defining what a "best place work" means to us. What developed from those conversations (and continues to develop) is a vision for a company with a clear purpose and mission, with a culture that inspires accountability, trust, commitment, transparency, initiative, fellowship, collaboration, innovation, continuous learning, fun, and ultimately a wonderful quality of life. Our company is proudly certified as a Nashville Living Wage Employer and has been repeatedly recognized as one of the Nashville's Business Journal's "Best Places to Work"!

At Studio Bank, we are committed to an exceptional employee experience, unlike any other in Nashville and Chattanooga today - from culture and values to rewards, recognition, and development (and everything in between).

Careers at Studio include competitive benefits and wellness offerings, equity ownership, continuous learning, open-door access to leadership, community involvement, and plenty of perks!

Position Summary:

The successful candidate should be adaptable with a service-first mentality and a desire to work in a collaborative, open, and high-performing environment. Retail Operations Specialist is a client-facing representative of the Bank whose primary responsibilities include a balanced mix of the execution of daily branch operations and service and contribution to the retail team's hospitality-inspired client and guest experience - all while ensuring safe and sound banking practices.

Essential Duties & Responsibilities:

Operations & Compliance

• Creates, updates, and compiles branch standard operating procedures as needed.


• Ensures safe and sound banking practices, including adherence to all applicable policies, procedures, laws, and regulations, across all aspects of job duties and responsibilities.


• Maintains a position of trust and responsibility by keeping client, prospect, and Bank information confidential in accordance with policies and procedures.

• Performs daily office responsibilities, working to maintain an efficient, secure, and compliant operation of the branch, including but not limited to branch opening/closing, vault opening/closing/management, cash shipments, and handling cash drawers, check cashing, deposits, negotiable items, wires, and account maintenance.


• Completes weekly and quarterly branch operations audits as assigned, ensuring compliance requirement standards are maintained.

• Prompt pick-up and delivery of bank-wide mail and package handling as assigned.


• Completes all compliance training, certifications, and/or renewals in a timely manner.

• Performs job responsibilities to ensure the Bank's compliance with BSA/AML policies and procedures, which includes but is not limited to detecting potential suspicious activity and reporting such activity to the BSA Officer and gathering and entering data into systems for monitoring and reporting.

• Effectively monitors and manages client overdrafts, past due loans, and exceptions, in compliance with policies and procedures.


• Partners with senior management and compliance manager for account collections, account closures, and/or charge offs as warranted for high-risk accounts.

Client Service & Hospitality

• Creates an excellent first impression and ongoing hospitality-inspired client and guest experience within the atrium and branch including but not limited to:
  
  
  
  • Greeting all guests and clients of the bank in a welcoming and professional manner including engaging in appropriate conversation.
  
  
  • Prompt and courteous answering of the Bank's main phone line plus banker direct phone line and efficiently handling call requests and/or directing calls or taking messages as necessary.
  
  
  • Prompt and courteous answering and handling of messages received through digital banking and/or contact forms submitted through bank website contact page.
  
  
  • Overseeing the ownership of the atrium experience as assigned.
  
  
  
  


• Prompt and courteous handling of a wide range of client needs both in person and virtually in a manner that adheres to the bank's established policies and procedures.


• Maintains existing client relationships through effective portfolio account management, timely follow up, regular and suitable communications, and other best practice client engagement and retention approaches.


• Assists or engages fellow team members to aid in client problem or complaint resolution. Elevates client problems or complaints to senior management, when necessary, in accordance with policy.


• Responsive, knowledgeable, and timely with correspondence and problem resolution.

Other

• Partners with Retail Banking & Workplace Experience Manager and other related internal team members and/or external vendors on strategic initiatives and projects as assigned.


• Participates in ongoing professional development opportunities.


• Other duties as assigned.


• Regular and predictable attendance.

Essential Competencies:

• Strong interpersonal skills


• General knowledge of the Bank's deposit products and general knowledge of loan products


• Self-starter and continuous learner


• Ability to maintain the highest levels of confidentiality


• Proficient technology skills


• Proficient user of Microsoft Office products


• Strong communication skills, both written and verbal


• Effective problem solving and decision-making skills


• Ability to manage competing priorities


• Resourceful and well-organized

Essential Education:

Bachelor's degree or combination of a high school diploma plus three (3) years of equivalent experience in retail banking operations experience.

Essential Experience:

Two (2) years of banking experience including two (2) years handling client transactions and account opening in a branch setting.

Preferred Experience:

• Three (3) or more years of retail banking experience.


• Demonstrated ability to perform in a fast-paced environment while successfully managing competing priorities.