Retail Service Support Specialist

About the Role

This position supports frontline staff associates and operational departments by maintaining and ensuring adherence to bank policies and procedures. The Retail Service Support Specialist assists with problem-solving and resolution to provide a positive experience for bank associates and customers.

Responsibilities

• Respond to branch inquiries, including platform and teller operational issues, in a quick and efficient manner using professional customer service communication.
• Act as a functional liaison for operational activities between Market Leadership, Platform Sales, Tellers, and all operational support departments.
• Work with operational support departments to implement new processes.
• Review bank policy and procedure for reasonableness and provide recommended changes to supervisor.
• Create and maintain procedures as directed by supervisor; may be responsible for the creation and distribution of certain departmental reports.
• Assist in the coordination of branch openings, closings, relocations, and reductions in branch services.
• Assist with bank acquisitions or conversions.
• Participate in all required training sessions for Compliance.
• Maintain adequate controls to ensure compliance with consumer protection statutes/regulations in a defined area of responsibility.
• Implement bank-directed changes relating to regulatory amendments.
• Support Retail Sales initiatives to ensure internal clients receive exceptional customer service.
• Provide support for offline processing of customer transactions as needed.
• Collaborate with outside vendors to streamline processes and functions for day-to-day operations.

The position responsibilities outlined above are not all-encompassing. Other duties, responsibilities, and qualifications may be required or assigned as necessary.

Qualifications

• Bachelor’s Degree preferred, or equivalent combination of experience and training.
• More than 5 years’ experience in retail banking required.
• Prior Teller Supervisor and/or Regional Branch Operations management experience strongly preferred, with a proven track record in loss reduction, risk management, and efficiency control.
• Extensive knowledge of banking policy, procedure, products, and regulations required.
• Extensive knowledge of deposit/loan operations strongly preferred.
• Proficiency in using Word, Excel, or other office products is required.

Skills

• Ability to demonstrate the highest level of ethical behavior and confidentiality, and maintain confidentiality with sensitive information.
• Respectful demeanor toward other associates and managers that promotes a positive and professional work environment.
• Ability to understand and comply with bank policy, laws, and regulations as applicable to defined job duties, including completing compliance training and adhering to internal procedures and controls.
• Proficient analytical skills; must be detail-oriented with strong organizational and implementation skills.
• Ability to resolve problems and improve processes quickly, effectively, and professionally.
• Excellent interpersonal and communication skills.
• Must be punctual and demonstrate integrity; requires little supervision—self-starter.
• Ability to motivate and influence others.
• Must be able to travel as needed for training, team meetings, or branch needs as determined by Supervisor.

Schedule

Required hours are 8:00 am to 5:00 pm Monday through Friday or as required for problem-solving. Some Saturday and holiday hours may be required for support but are not typical.