POSITION SUMMARY: This position is responsible for supporting the retail banking offices, customer care, and retail operational activities. This position will work closely with Retail staff and the Branch Operations Manager to ensure that all customer facing retail systems are operating effectively and efficiently, while also participating in department and Bank initiatives and projects.
KEY RESPONSIBILITIES:
Retail Operations Manager: Oversee the daily activities of the Retail Operations Associate to ensure successful completion of tasks. Assist with the ongoing development of the Retail Operations Associate by setting goals and actively developing the team members’ skills through mentoring and coaching. Review reporting and data submitted by the Retail Operations Associate. Complete daily tasks in absence of Retail Operations Associate.
Assist the Branch Operations Manager with participating in department and Bank initiatives as assigned. Complete daily, weekly, and monthly department reporting. Recommend to the Branch Operations Manager changes in procedures or processes to improve efficiencies and the quality of customer service. Work with the Branch Operations Manager to complete required Risk Assessments, Disaster Recovery, and FDICIA testing.
Must demonstrate a commitment to maintaining confidentiality and handling sensitive information with discretion.
Retail Education: Act as the subject matter expert, instructor, and coach to facilitate the effective transfer of knowledge and expertise within the Retail division. Manage the education function to ensure that the Retail team is equipped with the necessary skills and information to deliver an exceptional banking experience to KSB customers. Foster a culture of continuous learning and development, ensuring that all team members are well-prepared to meet customer needs and uphold the highest standards of service excellence.
- Develop and manage comprehensive educational programs for retail banking, including the onboarding of new Tellers and Customer Service Representatives, as well as ongoing training for retail teams on new and existing procedures and processes. Utilize a variety of instructional methods to effectively engage staff with diverse learning styles, delivering dynamic training sessions in both in-person and virtual formats.
- Coordinate all logistical aspects of retail educational programs, including scheduling training sessions with participants, reserving, and setting up necessary audiovisual equipment and training spaces, and preparing and distributing training materials. Maintain accurate attendance records for all educational programs and collaborate with the Learning and Development team as needed to enhance training effectiveness and alignment with organizational goals.
- Review educational and departmental reports to identify knowledge gaps and areas for improvement, ensuring that training initiatives are aligned with organizational objectives and effectively address team needs.
Retail Operations: Provide internal support to Retail teams as needed. Work closely with the Bank’s head tellers, CSR’s, CSS’s, assistant branch managers, and branch managers to review and refine procedures for the Bank’s teller and account opening and maintenance activities. Identify and suggest improvements to the Bank’s new account opening and maintenance process and provide recommendations to the Branch Operations Manager. Monitor daily risk, compliance, and audit controls related to Retail Operations, and raise any concerns with the Branch Operations Manager.
Retail Systems: Oversee the functionality of all retail systems, including Integrated Teller, BPM, ATMs, Instant Issue, TCRs, and more. Act as a technical resource for all retail operating systems. Coordinate scheduled maintenance and upgrades and help with troubleshooting, as necessary. Foster and maintain positive working relationships with all retail system vendors. Escalate any complications to the Branch Operations Manager.
Support Bank products/services: Maintain knowledge of current Bank products and services. Actively utilize as many Bank products and services as possible to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.
Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community.
Other duties: Demonstrate reliable attendance and punctuality. Handle telephone inquiries and provide information to customers, vendors, and other departments in a professional and courteous manner.
Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the operations specialist.
Perform other duties as required.
POSITIONS REPORTING TO THIS POSITION:
- Retail Operations Associate
Requirements
EDUCATION/EXPERIENCE REQUIRED:
- High school graduate.
- 3 to 5 years’ experience in retail banking, including teller and account opening or branch operational experience.
- Experience on the Fiserv system is desirable.
- Proficiency in Microsoft Office is required, including Outlook, Excel, and Word.
OTHER REQUIREMENTS:
- Must possess a valid driver’s license, the use of a serviceable automobile that is properly registered and proper liability automobile insurance as required by state law.
- Must be able to prioritize and organize workflow; must have good attention to detail; must be able to handle multiple jobs.
- Must have the ability to analyze problem situations and determine appropriate options for resolution of the issue.
- Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
- Must have a high degree of ethics and maintain confidentiality of customers and accounts.
- Must be friendly, courteous, and sensitive to the needs of customers and coworkers.
- Must be able to lift files and other documents of approximately 20 pounds.
- Must be able to read and work with computer reports.
- Must be able to stand or sit for extended periods of time.
- Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.