Retail Operations Support Specialist

Responsibilities

• Provide subject matter expertise for location staff and leadership to improve operational performance
• Serve as a contact for inquiries, issues, and problems concerning retail and operational policy and procedures
• Develop and maintain strong relationships with location employees
• Act as a liaison between the retail locations and support areas of the Bank
• Assist with operational inquiries, interpreting policies and procedures, compliance reviews, and timely resolution of system issues
• Develop and maintain a strong understanding of the Bank’s retail strategies and objectives
• Conduct training and develop procedures for location personnel
• Evaluate processes and procedures and recommend improvements for efficiency
• Research and respond to inquiries and requests via phone and email from the locations

• High School or GED required
• 2 years of relevant experience required
• Independence Bank Customer Service Representative Certification within 6 months
• Completion of Teller Fundamentals and Teller Level Up training within three (3) months
• Completion of CSR Foundations training within three (3) months
• Computer proficiency required; experience with Microsoft Word and Excel preferred

Demonstrates expertise in operational performance improvement and compliance within the banking sector, while effectively training and supporting retail staff. Strong relationship-building skills are essential for liaising between locations and support areas.