Retail Operations Specialist

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Base pay range: $58,000 / yr – $63,000 / yr

As a Retail Operations Specialist, you’ll play a vital role in ensuring the seamless functioning of our Banking Centers throughout Massachusetts and Connecticut. Reporting to the VP of Retail Administration, you’ll serve as a strategic liaison between Retail Administration and frontline teams—delivering expert analysis and support in operations, security, fraud prevention, and compliance. This dynamic role involves regular travel to regional locations, fostering collaboration with banking center associates, and contributing to key administrative and project initiatives.

This role is based out of our Executive Office in Holyoke MA with significant travel to our branches.

• Conduct comprehensive banking center reviews to identify operational, security, and compliance issues, delivering real-time coaching and tracking trends to drive performance improvements.
• Analyze operational data from daily interactions and site visits to uncover key insights. Continuously updates Retail and Video Banker procedures and provides detailed visit summaries to support ongoing training and strategic decision‑making.
• Serve as a trusted operations partner to banking centers, offering expert guidance on core systems, account management, legal documentation, and transaction processing.
• Monitor cash levels across banking centers, collaborating with teams to maintain optimal balances and recommending adjustments to meet operational standards.
• Oversee regional compliance with operational, security, and regulatory procedures to ensure successful internal and external audits.
• Respond swiftly to fraud incidents, providing immediate support and guidance to mitigate risk and protect customers and the bank.
• Act as a liaison between banking centers and departments such as Deposit Operations, Electronic Banking, BSA, Risk Oversight, and Facilities.
• Deliver Approval and Authority Training for all newly hired Retail associates.
• Represent Retail Administration in cross‑functional project teams and lead operational efforts for new or closing banking centers within the assigned region.
• Manage user access reviews and annual compliance assessments for FDICIA, GLBA, and Disaster Recovery within the Retail department.
• Maintain deep expertise in Peoples Bank’s core systems, hardware/software platforms, and Retail procedures to support operational excellence.
• Complete all required compliance training and adhere to federal, state, and bank regulations, policies, and CARE standards.
• Perform additional duties as assigned to support Retail Administration and banking center success.

• Bachelor’s degree (B.A.) from a four‑year College or University or a minimum of three to five years banking‑related experience and/or training; or equivalent combination of education and experience.

• National Mortgage Licensing System (NMLS) registration; required to obtain after a period determined by decision maker.
• Valid driver’s license; required for travel to bank and branch locations in MA and CT.

• Excellent verbal and written communication skills.
• Highly organized and detail oriented with strong time management and multitasking skills.
• Self‑directed with the ability to demonstrate professionalism, adapt and achieve results while working under the pressures of shifting priorities in a dynamic and agile environment.
• Understanding of banking regulatory matters and procedures for proper operation.
• Ability to perform various banking procedures and operations.
• Ability to develop and implement strategies.
• Excellent analytical and problem‑solving skills.
• Advanced customer service skills.
• Demonstrated ability to effectively collaborate and interact with all levels of associates.
• Extensive knowledge and acknowledgment of regulations including:
  Reg CC, Reg DD, Privacy, Security, BSA, Fair Lending, CIP, Reg
  
  E.
• Ability to maintain a high degree of confidentiality and professionalism.
• Ability to successfully work and travel to bank and branch locations in MA and CT as needed and…