Retail Operations Support Specialist - Owensboro, KY

Retail Operations Support Specialist

The Retail Support Specialist will provide subject matter expertise for location staff and leadership to improve operational performance. This position will serve as a contact for inquiries, issues, and problems concerning retail and operational policy and procedures. The Retail Support Specialist should have a solid understanding of frontline processes.

Essential functions, duties, and responsibilities include, but are not limited to:

• Develops and maintains strong relationships with location employees
• Acts as a liaison between the retail locations and support areas of the Bank in order to ensure a strong alignment of goals and objectives
• Serves as the main point of contact for locations to assist with operational inquiries, interpreting policies and procedures, compliance reviews, and timely resolution of system issues
• Develops and maintains a strong understanding of the Bank's retail strategies and objectives, products and services, business processes, and infrastructure to identify and manage risk exposure
• Acts as a subject matter expert for operational and compliance requirements for location personnel, including conducting training and developing procedures
• Provides ongoing evaluation of processes and procedures and recommends and/or implements improvements for efficiency
• Researches and responds to inquiries and requests via phone and email from the locations in a timely and professional manner
• Performs daily operational tasks assigned to retail support, ensuring adherence with established Bank policy and procedure and banking regulations by specified deadlines
• Performs account opening and maintenance requests as ended
• Assists with the development and update of procedures, forms, and training materials for the frontline retail group at locations
• Identifies operational deficiencies and training opportunities by tracking inquiries and escalations; assists with developing and implementing process improvements
• Maintains consistent, in-depth knowledge of Bank products and services, policies and procedures, operations, systems, and general banking regulations
• Participates in validation and testing of new and upgraded system functionality, workflows, and forms prior to implementation

Education, experience, and qualifications:

Education:

Required/Preferred Education Level: High School or GED

Years of

Experience:

Minimum:
Two (2) years of relevant experience required

License/Certification:
Required/Preferred:
Independence Bank Customer Service Representative Certification within 6 months

Additional Qualifications:

Requires completion of Teller Fundamentals and Teller Level Up training within three (3) months. Requires completion of CSR Foundations training within three (3) months. Computer proficiency required; experience with Microsoft Word and Excel preferred

Core competencies:

• Knowledge of general banking practices, regulatory compliance, and financial procedures and services
• Customer service skills
• Clerical skills
• Computer competency
• Detail oriented
• Oral and written communication skills
• Complex problem solving and judgment skills
• Time management skills

Working conditions:

Indoors, environmentally controlled. Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises

Travel requirements:
No travel required

Mandatory vacation:
Position requires incumbents to be off work for a minimum of five consecutive business days

Physical requirements:

• Sitting (remaining in a seated position) Constantly
• Standing (remaining on one's feet in an upright position without moving about) Occasionally
• Walking (moving about on one's feet) Occasionally
• Lifting (raising or lowering an object from one level to another) Never or Rarely
• Carrying (transporting an object, usually by holding it in the hands or arms or on the shoulder) Never or Rarely
• Pushing/Pulling (exerting force upon an object so that the object moves away or toward the force) Never or Rarely
• Reaching (extending hand(s) and arm(s) in any direction, such as overhead, below waist, forward or lateral) Never or Rarely
• Keyboarding (entering text or data using computer keyboard or 10-key numeric keyboard) Constantly
• Pinching/Gripping (seizing, holding, grasping, turning or otherwise working with the hand(s) or fingers) Occasionally
• Stooping (bending downward and forward by bending spine at the waist) Never or Rarely
• Squatting/Crouching (bending body downward and forward by bending legs and spine) Never or Rarely
• Kneeling (bending legs at knees to come to rest on knee(s)) Never or Rarely
• Crawling (moving about on hand and knees or hands and feet) Never or Rarely
• Climbing (ascending or descending ladders, stairs, ramps) Never or Rarely
• Speaking (expressing or exchanging ideas by means of the spoken word to impart oral information to customers and to convey detailed spoken instructions accurately, loudly, or quickly) Constantly
• Hearing (the ability to hear, understand, and…