Job Description

Retail Operations Support Specialist

*Position is not eligible for remote work.

Job Code

RTLOPSS

Job Family

Supervisory

No

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, Experience and Qualifications

Education

Required/Preferred

Education Level

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

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

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

Requirement

Frequency

No travel required

Never or Rarely

Mandatory Vacation

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

Physical Requirements

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 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 distinguish speech, either in person or telephonically)

Constantly

Near Visual Acuity (clarity of vision at approximately 20 inches or less)

Constantly

Far Visual Acuity (clarity of vision at approximately 20 feet or more)

Occasionally