Retail Support Representative

As a member of the Retail Administration team, this employee will act as a support person for retail staff (assisting with balancing issues, audit issues, standard reporting, development, maintenance, compliance with internal control, etc.), be responsible for the maintenance of various systems along with ensuring quality of data through administration of systems and be a back-up to the Retail Banking Production Administrator. In addition, this position maintains the Standard Operating Procedures (SOP) for Retail processes, updating with approved changes and communicating to users as needed.

OBJECTIVES OF THIS ROLE:

• Provides “top level” end user support for all users.
• Provide support for Retail staff with balancing issues.
• Serve as the communications liaison for changes from all departments that affect the Retail staff to ensure that the procedures are approved and workable for the Retail staff prior to implementation.
• Work with Internal Audit to develop and maintain internal controls within offices for ongoing compliance to established procedures.

RESPONSIBILITIES:

• Coach Retail staff when learning opportunities arise.
• Review Quarterly Surprise Cash Counts.
• Monitor Over and Short reports and balance General Ledgers.
• Monitor Reg CC holds ensuring compliance.
• Work with SOP committees to write policy and procedures for Retail staff when new procedures or changes become appropriate.
• Assist with standard reporting of Retail functions utilizing Business Analytics and Teller software.
• Provide support for audit issue resolution.
• Report DP and GAP sales to HR for commission payout after sales have been confirmed monthly.
• Ensure Responsibility Codes for deposit and loan accounts are updated and maintained with employment changes monthly.
• Provide primary support for various systems including but not limited to the following: Customer Relationship Software, Teller Software, Credit Reporting/Dispute Software
• Provide back-up support for various systems including but not limited to the following: Consumer Lending Software, Electronic Signature Software
• Provide maintenance support for BNControl systems including but not limited to the following: Employee setup and maintenance/updates, product definitions, responsibility code maintenance, building of forms and reports).
• Develops and maintains internal controls and performs self-checks within offices and business lines for ongoing compliance. Provides result reports to Retail Banking Production Administrator.
• Support Retail Administrator in creating reports and presentations for Executive Management.
• Supports the evaluation of software enhancements. Consolidate documentation needed for decisions on adoption for system administrators. 
• Aid and assist with bank mergers and acquisitions as needed.
• Comply and satisfactorily pass tests for bank policy and regulations that apply to position.

EDUCATION and/or EXPERIENCE 

Associate degree plus 3 years of experience in a banking related field or a bachelor’s degree with at least 1 year of experience in a banking related field. Proven experience in technical communications and documentation of SOPs. Experience in report writing a plus. Proficient in MS Excel, 1-2 years of experience creating flowcharts, Macros, etc. 

KNOWLEDGE AND SKILLS:

• Strong written and oral communication skills. Must be able to effectively communicate with Operations staff, bank clients, auditors, and outside vendors
• Collaboration – Ability to work across departments as needed.  
• Strong attention to detail.
• Excellent organizational and time management skills.
• Capable of handling all contact situations tactfully and professionally.
• Ability to think critically and interpret a variety of instructions.
• Experience writing reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  
• Proficient in Microsoft Office programs including Excel, PowerPoint, and Word. Ability to create reports and use resources to generate supporting information.
• Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• General knowledge of bank operations, lending, and information technology. Has good organization skills, is computer literate, looks for ways to improve processes and minimize duplicate work.

COMPLIANCE:

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

NON-EXEMPT/HOURLY COMPETENCIES:

• Job Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Attendance: Employee is expected to adhere to the attendance and break policy and communicate with your supervisor about anticipated time off or modifications to break times.