Retail Operations Specialist

POSITION SUMMARY: This position is responsible for supporting the retail banking offices, customer care, and operational activities. This position will work closely with Retail staff and the Retail Operations Manager to ensure that all customer facing retail systems are operating effectively and efficiently while participating in department and Bank initiatives and projects.

KEY RESPONSIBILITIES: 

Retail Operations: Work closely with the Bank’s head tellers, CSRs, CSSs, assistant branch managers, and branch managers to review and refine procedures for the Bank’s teller and account opening activities. Identify and suggest improvements to the Bank’s new account opening and teller processes and provide recommendations to the Retail Operations Manager. Provide internal support to Retail teams as needed. Assist in completing monthly activity reports. Collaborate with the Retail Operations Manager on matters concerning deposit account processing, instant issue printers, and TCR maintenance. Work closely with the Retail Operations Manager to administer, monitor and maintain the Bank’s ATMs. 

Complete daily, weekly, monthly and annual department reporting. Assist with password resets and teller assignments for new retail employees or employees providing branch coverage. Complete surprise cash audits annually at each branch location. Demonstrate a commitment to maintaining confidentiality and handling sensitive information with discretion and professionalism.

Retail Education: Provide support to the Retail Operations Manager by creating, maintaining and developing educational materials and resources for Retail teams. Aide in reviewing educational and departmental reports to identify knowledge gaps and areas for improvement to help the Retail Operations Manager ensure training initiatives align with organizational objectives.

Support Bank products/services: Maintain knowledge of current Bank products and services. Actively utilize as many Bank products and services as possible in order to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers. 

Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community. 

Other duties: Demonstrate reliable attendance and punctuality. Handle telephone inquiries and provide information to customers, vendors, and other departments in a professional and courteous manner. Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the operations specialist. Perform other duties as required. 

POSITIONS REPORTING TO THIS POSITION: 

• None 

EDUCATION/EXPERIENCE REQUIRED: 

•  High school graduate. 
•  3 to 5 years’ experience in retail banking, including account opening or branch operational experience. 
•  Experience on the Fiserv system is desirable. 
•  Proficiency in Microsoft Office is required, including Outlook, Excel and Word. 

OTHER REQUIREMENTS: 

•  Must possess a valid driver’s license, the use of a serviceable automobile that is properly registered and proper liability automobile insurance as required by state law. 
•  Must be able to prioritize and organize workflow; must have good attention to detail; must be able to handle multiple jobs. 
•  Must have the ability to analyze problem situations and determine appropriate options for resolution of the issue. 
•  Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills. 
•  Must have a high degree of ethics and maintain confidentiality of customers and accounts. 
•  Must be friendly, courteous, and sensitive to the needs of customers and coworkers. 
•  Must be able to lift files and other documents of approximately 20 pounds. 
•  Must be able to read and work with computer reports. 
•  Must be able to stand or sit for extended periods of time. 
•  Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.