Retail Operations Support Specialist Job Code RTLOPSS Job Family Supervisory No Job Description Title External Job Summary The Retail Support Specialist will provide subject matter expertise for location staff and leadership to improve operational performance. This position will serve as a contact for inquiries, issues, and problems concerning retail and operational policy and procedures. The Retail Support Specialist should have a solid understanding of frontline processes. Essential Functions, Duties and Responsibilities include, but are not limited to: Develops and maintains strong relationships with location employees Acts as a liaison between the retail locations and support areas of the Bank in order to ensure a strong alignment of goals and objectives. Serves as the main point of contact for locations to assist with operational inquiries, interpreting policies and procedures, compliance reviews, and timely resolution of system issues Develops and maintains a strong understanding of the Bank’s retail strategies and objectives, products and services, business processes, and infrastructure to identify and manage risk exposure Acts as a subject matter expert for operational and compliance requirements for location personnel, including conducting training and developing procedures Provides ongoing evaluation of processes and procedures and recommends and/or implements improvements for efficiency Researches and responds to inquiries and requests via phone and email from the locations in a timely and professional manner Performs daily operational tasks assigned to retail support, ensuring adherence with established Bank policy and procedure and banking regulations by specified deadlines Performs account opening and maintenance requests as ended Assists with the development and update of procedures, forms, and training materials for the frontline retail group at locations Identifies operational deficiencies and training opportunities by tracking inquiries and escalations; assists with developing and implementing process improvements Maintains consistent, in-depth knowledge of Bank products and services, policies and procedures, operations, systems, and general banking regulations Participates in validation and testing of new and upgraded system functionality, workflows, and forms prior to implementation Education, Experience and Qualifications Education Required/Preferred Education Level Description Required High School or GED Years of Experience Minimum Comments 2 Two (2) years of relevant experience required License / Certification Required/Preferred License / Certification Description Required Independence Bank Customer Service Representative Certification within 6 months Additional Qualifications Requires completion of Teller Fundamentals and Teller Level Up training within three (3) months Requires completion of CSR Foundations training within three (3) months Computer proficiency required; experience with Microsoft Word and Excel preferred Core Competencies Knowledge of general banking practices, regulatory compliance, and financial procedures and services Customer service skills Clerical skills Computer competency Detail oriented Oral and written communication skills Complex problem solving and judgment skills Time management skills Working Conditions Working Conditions Indoors, environmentally controlled. Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises. Travel Requirements Requirement Frequency No travel required Never or Rarely Mandatory Vacation Position requires incumbents to be off work for a minimum of five consecutive business days Physical Requirements Requirement Frequency Sitting (remaining in a seated position) Constantly Standing (remaining on one’s feet in an upright position without moving about) Occasionally Walking (moving about on one’s feet) Occasionally Lifting (raising or lowering an object from one level to another) Never or Rarely Carrying (transporting an object, usually by holding it in the hands or arms or on the shoulder) Never or Rarely Pushing/Pulling (exerting force upon an object so that the object moves away or toward the force) Never or Rarely Reaching (extending hand(s) and arm(s) in any direction, such as overhead, below waist, forward or lateral) Never or Rarely Keyboarding (entering text or data using computer keyboard or 10-key numeric keyboard) Constantly Pinching/Gripping (seizing, holding, grasping, turning or otherwise working with the hand(s) or fingers) Occasionally Stooping (bending downward and forward by bending spine at the waist) Never or Rarely Squatting/Crouching (bending body downward and forward by bending legs and spine) Never or Rarely Kneeling (bending legs at knees to come to rest on knee(s)) Never or Rarely Crawling (moving about on hand and knees or hands and feet) Never or Rarely Climbing (ascending or descending ladders, stairs, ramps) Never or Rarely Speaking (expressing or exchanging ideas by means of the spoken word to impart oral information to customers and to convey detailed spoken instructions accurately, loudly, or quickly) Constantly Hearing (the ability to hear, understand, and distinguish speech, either in person or telephonically) Constantly Near Visual Acuity (clarity of vision at approximately 20 inches or less) Constantly Far Visual Acuity (clarity of vision at approximately 20 feet or more) Occasionally Additional Physical Requirements Please Note EEO We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Conditions of Employment All job offers are contingent upon successful completion of certain background checks which unless prohibited by applicable law may include criminal history checks, employment verification, education verification, drug screens, credit checks, DMV checks or fingerprinting.
Salary: $29.9K - $37.9K a year
Employment Type: Full-time
Qualifications
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