Branch Administration Coordinator

The Retail Administration Coordinator provides centralized operational and administrative support across the retail branch network. This role ensures consistent execution of policies, procedures, and service standards while supporting sales initiatives, regulatory compliance, reporting, and cross-functional coordination. The coordinator plays a key role in driving efficiency, enabling strong customer experiences, and supporting enterprise and retail initiatives.

• Coordinate day-to-day administrative activities across the retail branch network to ensure consistent execution of policies, procedures, and service standards.
• Serve as a central point of contact for branch administrative requests, issue resolution, and process guidance.
• Maintain and monitor retail operational calendars, reporting deadlines, and key deliverables.
• Support the implementation and ongoing improvement of retail processes, including account opening, maintenance, and transaction workflows.
• Identify opportunities to streamline administrative tasks and improve efficiency while maintaining strong internal controls.
• Assist in documenting and maintaining standard operating procedures (SOPs) and ensure updates are communicated and adopted across all locations.
• Compile, validate, and distribute recurring reports including sales, service, operational metrics, and audit tracking.
• Track key performance indicators (KPIs) & elevate trends, risks, or exceptions to Management
• Support branch adherence to regulatory requirements, internal policies, and audit standards.
• Coordinate audit preparation, documentation collection, and follow-up on findings and action plans.
• Support coordination for retail initiatives, campaigns, and product rollouts.
• Facilitate communication between retail leadership, branches, and internal partners including operations, marketing, compliance, and IT.
• Assist in the coordination and execution of retail and Bank-wide initiatives, including system implementations and process changes.
• Support change management efforts, including communication and adoption tracking.
• Reinforce a customer-first culture by supporting initiatives that enhance client experience.
• Coordinate onboarding logistics for new retail colleagues, including system access, materials, and scheduling.
• Participate in community activities for generating new business and good will
• Perform additional duties as requested, needed or assigned

• Strong working knowledge of retail banking operations, including account opening, transactions, and customer service processes.
• Familiarity with banking regulations, compliance standards, and audit processes.
• Experience using core banking systems COCC, CRM platforms and reporting tools.
• Strong organizational skills with attention to detail and ability to manage multiple priorities.
• Analytical mindset with the ability to identify trends, resolve issues, and support process improvements.
• Excellent written and verbal communication skills with the ability to interact across all levels of the organization.
• Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint.
• Demonstrated ability to work independently and collaboratively in a team environment.
• Strong customer service orientation with a focus on delivering a consistent and positive experience.
• Experience supporting projects, tracking deliverables, and coordinating across stakeholders.
• Ability to manage logistics for meetings, training sessions, and cross-functional initiatives.
• Comfort working in a fast-paced environment with changing priorities.
• Sound judgment, solid decision-making skills, and a focus on consistent execution.
• Positive, team-oriented attitude with adaptability to change and continuous improvement initiatives.
• Must have reliable transportation to travel to assigned branch locations
• Must have remote work capability including reliable technology and internet access
• Valid Massachusetts driver's license and clean driving record

• Full understanding and functionality of COCC (Core provider) and other key vendor interfaces
• 5+ years of retail banking operations, compliance, and/or management experience
• Strong working knowledge of general MS Office software (i.e., Outlook, Word, Excel, PowerPoint, etc.)
• Strong procedure writing experience, preferred

The pay range provided is based on what we believe is a reasonable estimate for the pay range for this job at the time of posting. Actual pay may vary based on experience, skills, and…