Retail Operations Specialist II

About the role

The role involves monitoring and testing branch policies, procedures, and compliance activities to ensure operational consistency throughout the Retail Branch Network. Responsibilities include performing branch visits to assess compliance, resolving non-conformances, providing operational support to branch staff, and serving as the first line of response for branch inquiries regarding policies and procedures.

Responsibilities

• Supporting the Retail Operations Specialist Support line and email account by providing answers and guidance to operational questions.
• Assisting with the research and reconciliation of teller errors and cash adjustments.
• Serving as a troubleshooter to resolve common software issues and user questions for the teller and platform systems.
• Serving as support for branches when in an offline or no power environment.
• Providing guidance on how to perform tasks such as branch balancing and submitting of batches to Item Processing.
• Performing branch visits in support of the divisional operational assurance plan.
• Performing Retail Branch Reviews, Safe Deposit Reviews in support of the divisional operational assurance plan.
• Reviewing results with members of the branch management team and working with them on corrective action.
• Performing remediation of all business account opening exceptions to ensure proper completion.
• Performing Branch Transitional Visits for new management staff and Partnership visits to provide additional support and training.
• Performing assorted daily, monthly, and quarterly assignments that support compliance with regulatory requirements.
• Performing various other reviews for inclusion in the divisional management report.
• Providing feedback to the VP, Branch Operations and/or the Retail Operations Officer on any significant operational or procedural issues.
• Working on confidential assignments.
• Preparing and delivering training to the Retail Division as business needs dictate, i.e., new retail systems, new regulations that affect existing branch procedures.
• Participating on various project teams as required, including mergers and acquisitions.
• Participating in technology-related assignments, including but not limited to: Submitting Technology Service Requests to initiate needed corrections to retail systems such as TellerInsight and DO/SRM; participating in system upgrades of software releases by participating in team meetings, scheduling for roll out, and performing extensive testing on new systems/upgrades to ensure no negative branch impact; partnering with Technology on troubleshooting performance issues within existing retail systems and working to develop a strategy to deploy fixes; recommending software enhancement changes and working with technology to implement changes; partnering with Technology on finding and implementing enhancements.
• Participating in technology-related assignments, including but not limited to: Submitting Technology Service Requests to initiate needed corrections to retail systems such as TellerInsight and DO/SRM; participating in system upgrades of software releases by participating in team meetings, scheduling for roll out, and performing extensive testing on new systems/upgrades to ensure no negative branch impact; partnering with Technology on troubleshooting performance issues within existing retail systems and working to develop a strategy to deploy fixes; recommending software enhancement changes and working with technology to implement changes; partnering with Technology on finding and implementing enhancements.
• Acting as senior resource to the Operations Specialists team and as a branch operations liaison to other departments across the bank as the need arises.
• Acting as a senior member of the team and providing support to the Retail Operations Specialist team for more complex issues and situations.
• Making management-level decisions based on sound judgment and understanding of existing retail policies and procedures as well as regulatory considerations.
• Serving as a primary contact between Retail and the Item Processing group; identifying and assisting with the implementation of efficiencies between the areas.
• Managing the retail side of joint item processing and document imaging projects.
• Maintaining a list of branch Image Capture equipment and coordinating the purchase and disbursement of new machines to branches in need of one.
• Acting as a subject matter expert for ITM's and ATM's.
• Researching and reconciling complex ITM/ATM errors.
• Working closely with Central Settlement to analyze and reconcile more complex issues.
• Managing the Retail Branch Review and Safe Deposit Review schedule and assigning when they are to be completed.
• Ensuring all branches are reviewed annually, placing focus when needed on areas such as branches due for Internal Audits as well as branches in need of follow-up reviews when a low score is received.

Qualifications

• Candidates should have 2+ years of retail banking experience with a record of strong performance.
• Experience with Eastern Bank teller line operations, in a supervisory capacity, and overall knowledge of platform operations is critical.
• Knowledge of branch applications (teller and platform systems) is important.
• Good written and verbal communication skills are required and a working knowledge of PC word processing, spreadsheets, and data base files is needed.
• Ability to make sound decisions and identify discrepancies or inconsistencies when observed and report to management in a professional and sometimes discrete manner.
• Ability to travel between any branches in our network frequently and adapt easily to changing priorities as situations dictate.
• Initiative and the ability to work independently and as part of a team are desired traits for this position.
• Strong computer skills and proficiency in both written and verbal communications are necessary.
• The ability to interact effectively with other departments and management is required.
• An organized self-starter who can document the results of actions taken is expected.

Benefits

Eastern Bank offers a robust benefits and retirement package, including medical, dental, vision, life and disability insurance, retirement, vacation, and tuition reimbursement. The company is committed to diversity, equity, and inclusion, and is an equal opportunity employer.