Retail Operations Specialist

Description

About Us

Join Dogwood, a North Carolina state-chartered community bank named as a Best Employer in North Carolina for multiple consecutive years! Dogwood has had immense success in recent years with a passion for serving our customers and communities. As a vital asset to Dogwood, our team members play a crucial role in delivering exceptional financial services through our branches and online offerings across the Carolinas and Tennessee. With deep roots in the communities we serve, we pride ourselves on being an employer of destination. At Dogwood, our core values of love and respect shine through in every aspect of our work. We are a dedicated team, committed to making a meaningful impact on the lives of our customers and communities.

Position Summary

The Retail Operations Specialist is responsible for maintaining operational efficiency and compliance across branch locations. This position involves reviewing policies and procedures, providing application support, supporting system conversions, and serving as the operational point of contact for branch personnel. The specialist will assist with the analysis of minimizing losses, enhancing employee knowledge, maintaining customer experience standards, and ensuring adherence to regulatory requirements.

Key Responsibilities

• Conducts regular on-site visits to branches to provide training, operational support and guidance.
• Serves as a point of contact and operational expert for branches.
• Partners with Compliance, Audit, and Fraud to protect the bank and it’s customers from financial crime as well as maintain regulatory compliance.
• Reviews daily teller recaps, cash items, teller outages, and branch general ledger accounts.
• Reviews daily teller transactions reporting.
• Supports the execution of daily branch tasks to ensure Standard Operating Policies and Procedures are followed.
• Analyzes and strives for continuous improvement of workflow processes for banking operations.
• Assists in the development, update, and maintenance of Branch Standard Operating Procedures manuals.
• Reviews branch policies and procedures to ensure operational soundness.
• Supports the development and facilitation of training programs for branch staff on operational procedures, regulatory compliance, and system updates. 
• Collaborates with heads of other units to develop best practices for successful banking operations.
• Assists with conversion projects related to branch/bank acquisitions, openings and closures.
• Supports development of staffing model by branch.
• Adheres specifically to all Bank policies and procedures, Federal and State regulations, and laws.
• Performs other duties as required.

Requirements

General Qualifications

• Bachelor’s degree in a related field or equivalent combination of education and related experience preferred. 
• 3-5 years of direct experience in managing the overall operations for a Bank.
• Strong working knowledge of branch audit functions and fraud mitigation.
• Must have a thorough knowledge of the Bank’s products and services and operations. 
• Strong working knowledge of Microsoft ®Office Suite (with an emphasis on Excel), Jack Henry and any other systems or applications utilized in the Branch network.
• Experience should include branch operations, sales, customer support and management.
• Ability to travel within assigned markets, including overnight stays. Travel estimate – 25% (travel related expenses are reimbursable). 
• Effective training and interpersonal skills.
• Excellent written and verbal communication skills. 

Physical & Mental Demands

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must be able to sit, stand, stoop, bend and lift up to 50 pounds. Must have the ability to work the days and hours required to fulfill the essential functions of the position. Quick thinking, adaptability, and exercise discretion when necessary.