Retail Operations Support Specialist

: Description:

Position Purpose:

This position is responsible for day-to-day support and review of retail branch operations. This role assists branch associates with procedure questions and troubleshooting. This role will review, develop, and report all identified key accuracy metric indicators frontline associates. Also supports the Department to achieve the corporate goals for growth, retention, and quality service for the Department.

Responsibilities:

• Monitors HELP line and Retail Ops ticketing system daily to answer questions regarding policies and procedures from retail associates and provide guidance to ensure accuracy.
• Daily review and recon of GL Accounts (Cash Clearing, Cash Items, CD Settlement, CD Unposted, Proof Suspense and others as assigned). This includes instructing associates on how to resolve outstanding items and submitting month-end details.
• Daily entries and recon for virtual vault cash transactions. This includes saving reports and submitting month-end details.
• Reviews monthly branch audit reports from retail associates for accuracy and reports any issues.
• Review daily ATM transactions entered by branch associates for accuracy and coordinate any necessary corrections.
• Assist with cash order issues which may include login resets by coordinating with CBB representatives.
• Tracks branch performance using various reports and inputs data into branch scorecard.
• Review New Accounts opened for adherence to account opening procedures, BSA, and CIP requirements.
• Review all Stop Payments for accuracy and completion.
• Reg CC Review for adherence to the reg and disclosure requirements
• Provide review and input on associated procedures for process improvement and enhancement.
• Ensures the Bank complies with applicable regulations and policies.
• Other duties as assigned.
• Create value for the bank and its employees.
• Be a good teammate.
• Live our core values.

Organizational Relationship:

This position reports to the Director of Retail Operations.

Position Administration:

Job Code: Administration Support Worker

FLSA: Non-Exempt

Requirements:

Education:

• High School Diploma or Equivalent.

Skills:

• Strong presentation skills.
• Organizational skills and attention to detail.
• Strong decision-making/problem resolution skills.
• Strong computer skills relevant to Microsoft Office Suites (e.g., Word, Excel, Outlook, etc.).
• Organizational skills and attention to detail.
• Strong decision-making/problem resolution skills.
• Knowledge of banking principles and regulations.

Abilities:

• Ability to work all branch hours, including weekend and evenings required.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to read and interpret documents such as procedure manuals, general business correspondence, and/or journals, or government regulations.
• Ability to deal directly with the public, on the phone or face to face, following the Bank's Customer Service Standards.

Preferred Qualifications:

• 5 years' experience working in banking or other financial institution.
• Minimum 2 years operations experience.
• Accounting or reconciling experience preferred.