Senior Retail Support Specialist

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Full Time PTO eligible Sales Rocky Hill, CT, US

27 days ago Requisition

Company
Overview:

The primary purpose of this position is to deliver exceptional member service through expert transaction processing, high-touch member interactions, and strong operational execution within branch, phone, and digital delivery  addition, the Senior Retail Support Specialist will serve as an escalation and coaching resource, modeling behavior and member experience expectations across all branch locations, phone, and digital service delivery teams.

• Team Support and Peer Coaching
  • Provide peer coaching and guidance to Retail staff related to transactions, service interactions, and procedures.
  • Support onboarding and skill development of new or developing teammates through knowledge sharing and modeling best practices.
  • Reinforce service standards, member empathy, and interaction consistency.
  • Escalate trends, risks, or recurring issues to leadership, providing recommendations for improvements.
  • Develop empathetic relationships with colleagues, ensuring coaching is delivered constructively and in a supportive manner.
• Branch Operations Support
  • Support branch cash management activities including cash orders, shipments, balancing, and vault controls.
  • Ensure required operational logs, reports, and controls are completed accurately and on schedule when supporting branch locations.
  • Adhere to and reinforce safety, security, and loss-prevention protocols to protect members, staff and assets.
  • Support regulatory readiness through accurate documentation and adherence to policies and procedures.
  • Serve as a resource to branch staff on procedure compliance.
  • Proactively identify and recommend updates when Retail procedures require review or adjustment.
  • Escalate trends, risks, or recurring issues to the Retail Branch leadership with recommended improvements.
• Sales and Service Culture Support
  • Engage members in meaningful conversations to identify needs and recommend appropriate solutions.
  • Serve as a role model for effective sales and service behaviors aligned to Nutmeg standards.
  • Stay current on product offerings, procedures and service expectations to support consistent execution.
  • Collaborate with branch, phone, and digital service delivery teammates to achieve individual and team sales and service goals.
  • Collaborate with Retail leadership and the Supervisor, Retail Support to promote goals and initiatives in branches and Navigation Center.
• Member Service and Transaction Expertise
  • Deliver high-quality member service by resolving inquiries, processing transactions accurately, and promoting appropriate Nutmeg products and services.
  • Perform and oversee complex transactions including deposits, withdrawals, loan payments, and account maintenance and research.
  • Open, close, and service member accounts in accordance with policy and regulatory requirements.
  • Act as a resource for resolving escalated member issues, applying sound judgment and service recovery practices.
  • Clearly explain product features, benefits, and processes to support informed member decisions.

Responsibilities listed reflect…