Centralized Retail Support Specialist - Anchorage, AK

Location: 101 West Benson Boulevard, Anchorage, Alaska

The Alaska Centralized Retail Support Specialist is part of the Centralized Retail Support Team within the Business Performance Support and Enablement Team. This role acts as a key partner to Retail Leadership and branch teams across Alaska, blending centralized operational support with in‑market branch risk and operations leadership to drive operational efficiency, strengthen risk and control execution, and support strategic priorities within the Retail Bank.

Responsibilities:

• Partner with Retail Leadership, Risk, Fraud, Executive Client Relations, Finance, Facilities, Physical Security, and other line‑of‑business partners to identify trends, share insights, and advance operational and process improvements across the Alaska market.
• Serve as a liaison between branch teammates and teams, Retail Leadership, and centralized partners to research, resolve, and communicate complex operational, client, and risk issues in a timely manner.
• Support in‑person and remote branch activities that strengthen operational excellence, branch risk discipline, and control execution across all Alaska branches.
• Ensure compliance with operational, regulatory, security, audit, and internal risk procedures, including timely review and follow‑up on exceptions, audit tasks, and branch control requirements.
• Provide direction, coaching, and guidance to branch teams and leaders on operational procedures, policy adherence, self‑sufficiency, and execution of enterprise and market initiatives.
• Research and respond to escalated client concerns and executive complaints in partnership with Executive Client Relations, branch teams, Business Managers, and other stakeholders, ensuring timely and effective resolution.
• Handle complex branch and client issues, including fraud loss research, charge‑offs, account maintenance requests, loss notifications, and escalated line‑of‑business approvals, in partnership with the Centralized Retail Support Team and field leaders.
• Work closely on escalations with the Centralized Retail Support Team and support the review and clearing of RRM exceptions and other operational risk items.
• Conduct research and provide resolution support for teller and ATM outages, unlocated cash outages, branch chargebacks, Reg CC holds, credit scanning exceptions, CIU exceptions, Patriot Act violations, Canadian check collections, NOW accounts, and other operational matters as needed.
• Perform branch cash audits as needed for PTO coverage and other situations and provide secondary support for branch operational tasks during periods of turnover, absence, or elevated branch need.
• Build and analyze reports using data from multiple sources to identify trends, root causes, and opportunities for process improvement, risk mitigation, and better teammate and client outcomes.
• Act as a change champion by influencing the implementation, execution, and reinforcement of critical changes, standard processes, and control expectations across the Alaska Retail Network.
• Partner with market and field leaders to support branch closures, staffing and operational continuity, and other market‑specific business needs across Alaska.
• Deliver world‑class service to teammates, leaders, line of business partners, and clients while maintaining a strong focus on operational excellence, risk management, and client advocacy.
• Perform other duties as assigned; duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

• 3+ years of experience in retail banking, including branch operations and a strong knowledge of banking products, policies, and procedures.
• 3+ years of experience in retail management, operational support, risk management, or related branch leadership responsibilities.
• Demonstrated success in effectively communicating and influencing at multiple levels within an organization.
• Demonstrated success in complex problem solving, client issue resolution, and operational decision‑making.
• Demonstrated ability to lead, develop, coach, and support leaders and branch teams, including in situations…