Retail Operations Specialist

Welcome to Peoples Bank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, we are proud to lead the way in green values, sustainable energy financing, and charitable giving.

Our commitment to operating in the best interest of our customers is matched by our dedication to fostering an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as the Best Place to Work and Best Local Bank
. Join our team of dedicated and innovative individuals and be a part of our dynamic, successful organization. Let's make a difference together!

As a Retail Operations Specialist, you'll play a vital role in ensuring the seamless functioning of our Banking Centers throughout Massachusetts and Connecticut. Reporting to the VP of Retail Administration, you'll serve as a strategic liaison between Retail Administration and frontline teams-delivering expert analysis and support in operations, security, fraud prevention, and compliance. This dynamic role involves regular travel to regional locations, fostering collaboration with banking center associates, and contributing to key administrative and project initiatives.

This role is based out of our Executive Office in Holyoke MA with significant travel to our branches.

• Conduct comprehensive banking center reviews to identify operational, security, and compliance issues, delivering real-time coaching and tracking trends to drive performance improvements. Escalates policy violations and performance concerns to leadership for resolution.
• Analyze operational data from daily interactions and site visits to uncover key insights. Continuously updates Retail and Video Banker procedures and provides detailed visit summaries to support ongoing training and strategic decision-making.
• Serve as a trusted operations partner to banking centers, offering expert guidance on core systems, account management, legal documentation, and transaction processing. Ensures consistent application of policies and swift resolution of errors.
• Monitor cash levels across banking centers, collaborating with teams to maintain optimal balances and recommending adjustments to meet operational standards.
• Oversee regional compliance with operational, security, and regulatory procedures to ensure successful internal and external audits. Partners with Internal Audit and Retail leadership to address findings and implement preventative strategies.
• Respond swiftly to fraud incidents, providing immediate support and guidance to mitigate risk and protect customers and the bank.
• Act as a liaison between banking centers and departments such as Deposit Operations, Electronic Banking, BSA, Risk Oversight, and Facilities - ensuring timely resolution of cross-functional issues.
• Deliver Approval and Authority Training for all newly hired Retail associates, reinforcing operational standards from day one.
• Represent Retail Administration in cross-functional project teams and leads operational efforts for new or closing banking centers within the assigned region.
• Manage user access reviews and annual compliance assessments for FDICIA, GLBA, and Disaster Recovery within the Retail department.
• Maintain deep expertise in Peoples Bank's core systems, hardware/software platforms, and Retail procedures to support operational excellence.
• Complete all required compliance training and adhere to federal, state, and bank regulations, policies, and CARE standards.
• Perform additional duties as assigned to support Retail Administration and banking center success.

• Bachelor's degree (B.A.) from a four-year College or University or a minimum of three to five years banking-related experience and/or training; or equivalent combination of education and experience.

• This position requires National Mortgage Licensing System (NMLS) registration; and ability to obtain said license after a period to be determined by decision maker. Must be able to successfully complete the registration process, which includes, but is not limited to, undergoing a criminal background and credit check and must remain in compliance with the NMLS license regulations and rules.
• This position requires driving for work; and which includes but is not limited to possession of a valid driver's license, undergoing driving record check and maintenance of acceptable driving record.

• Excellent verbal and written communication skills.
• Highly organized and detail oriented with strong time management and multitasking skills
• Self-directed with the ability to demonstrate professionalism, adapt and achieve results while working under the pressures of shifting priorities in a dynamic and agile environment
• Understanding of banking regulatory matters and procedures for proper operation.
• Ability to perform various banking procedures and…