Retail Operations Support Specialist - Owensboro, KY

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Regular Full-Time 5 Days Required Owensboro, KY, US

Position is not eligible for remote work.

Job Code
RTLOPSS

Job Description Title
External

Job Summary

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

Required/Preferred

Description

Required

High School or GED

Years of Experience

Minimum

Comments

2

Two (2) years of relevant experience required

License / Certification

Required/Preferred

License / Certification

Description

Required

Independence Bank Customer Service Representative Certification within 6 months

• 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

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

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

Frequency

Never or Rarely

Mandatory Vacation

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

Requirement

Frequency

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…