Retail Coordinator

The Retail Coordinator position reports to the Retail Banking Officer. Responsibilities include the overseeing the day-to-day retail operations and retail sales for the branch. This includes ensuring that the branch operates within all Bank policies and procedures and that Universal Bankers provide the professional, courteous, efficient, and accurate service to all bank customers and prospects. Responsibilities include scheduling, supervising, and providing work direction to Universal Bankers.

The Retail Coordinator is a working supervisor and will be responsible for performing customer service functions, training, coaching, and mentoring staff, handling any complex customer concerns, and holding a team responsible for sales goals defined by management.

Additionally, this person will ensure that retail staff are trained to provide customers with information about other bank products and services in order to cross-sell those products to customers.

The Retail Coordinator will be involved in retail marketing promotions and assist in other programs designed to attract new customers to the bank while continuing to deepen the relationships with existing customers.

Administration: 10%

• Assists in the development of policies, procedures, manuals, and supporting documentation to accomplish consistency in all retail functions.
• Communicate and provide training to Universal Bankers on any new and/or revised policies and procedures.
• Knowledge of any and all applicable compliance regulations and the ability to apply and enforce said regulations in day-to-day operations.
• Coordinates and reviews daily BSA reports.

Customer Service: 50%

• Supports the branch by providing retail services for customers.
• This position will be that of a working supervisor and will be required to support customers with their retail banking and consumer lending needs, including but not limited to acting as the vault custodian, servicing, and balancing the ATM, opening new accounts, assisting customers with IRAs, and prospecting for consumer loans.
• Responsible for ensuring customer inquiries are handled promptly and accurately. Exercises discretion and judgment in handling customer problems and complaints. Approves checks, deposits, withdrawals, and other transactions according to bank policies and procedures.
• Ensures that customer service procedures are consistently followed by all Universal Bankers and that Universal Bankers are properly trained and held accountable for customer service expectations.
• Maintains mastery knowledge of all online and mobile banking products. Has the ability to trouble shoot common questions and concerns.

Supervision: 20%

• Responsible for the management of Universal Bankers and to provide feedback on Universal Bankers' performance.
• Ensures proper scheduling of the branch in order to cover peak customer traffic periods.
• Assists in the development and training of Universal Bankers on any and all applicable job functions.

Sales: 15%

• Supports the overall sales effort. Direct sales goals may be established by management for such items including but not limited to IRAs, consumer loans, and consumer checking accounts.
• Assists with individual sales goals and in the transition to a sales environment.
• Participates as part of various retail product campaigns the bank initiates.
• Has a working knowledge of the bank's products and services and be able to refer customers to appropriate departments within the bank for service. This may include but is not limited to trusts, mortgages, and commercial loans.

Other: 5%

• As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.
• Active in our local community.

Adaptability:

• Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.

Attention to Detail:

• Regard for important details to ensure accuracy in every transaction performed, detect errors, and follow through on corrections.

Customer Orientation:

• Responds sensitively to the needs and priorities of the customer. Recognizes and takes appropriate action to meet the customer’s needs. Establishes an effective working relationship with customers to gain their respect and loyalty.

Management:

• Must be able to manage staff. This will include employee hiring, training, motivation, and monitoring performance against established standards.
• Must be able to manage and prioritize his/her own work and delegate to support staff as…