Retail Service Support Specialist

Summary:

This position is a support position for frontline staff associates and operational departments. The position requires Policy and Procedures written and maintained to provide adherence to bank processes. The Retail Service Support Specialist will utilize systems and procedures to assist with problem solving and resolution to provide a pleasant experience to any bank associate and ultimately FirstBank customers.

Essential Duties and Responsibilities:

• Respond to branch inquiries including platform and teller on operational issues in a quick and efficient manner utilizing professional customer service communication with all bank associates
• Acts as a functional liaison for operational activities between Market Leadership, Platform Sales, Tellers, and all operational support departments
• Work with operational support departments to implement new processes
• Review bank policy and procedure for reasonableness and provide recommended changes to supervisor- Create and maintain procedure as directed by supervisor.
• May be responsible for the creation and distribution of certain departmental reports
• Assist in the coordination of branch openings, closings, relocations, and reductions in branch services.
• Assist with bank acquisitions or conversions
• Participate in all required training sessions for Compliance
• Maintain adequate controls to ensure compliance with consumer protection statutes/regulations in a defined area of responsibility
• Implement bank-directed changes relating to regulatory amendments
• Support Retail Sales initiatives to ensure internal clients receive an exceptional level of customer service
• As needed, provide support for offline processing of customer transactions
• Collaborate with outside vendors to streamline processes and functions for day-to-day operations
• Required hours are 8:00 am to 5:00 pm Monday through Friday or as required for problem solving (Some Saturday and holiday hours may be required for support but is not typical)

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Organization and attention to detail are crucial to be successful in this position. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor's Degree preferred, or equivalent combination of experience and training
• More than 5 years' experience in retail banking required
• Prior Teller Supervisor and/or Regional Branch Operations management experience strongly preferred, with proven track record in loss reduction, risk management, and efficiency control
• Extensive knowledge of banking policy, procedure, products, and regulations required
• Extensive knowledge of deposit/loan operations strongly preferred
• Knowledge of using Word, Excel or other office products is required

Skills and Abilities

• Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information
• Respectful demeanor toward other associates and managers that promotes a positive and professional work environment
• Ability to understand and comply with bank policy, laws, regulations as applicable to defined job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity
• Proficient analytical skills required. Must be detail-oriented, with strong organizational and implementation skills
• Must be able to resolve problems and improve processes quickly, effectively, and professionally
• Excellent interpersonal and communications skills required
• Must be punctual and demonstrate integrity
• Require little supervision- self-starter
• Must be able to motivate and influence others
• Must be able to travel as needed for training, team meetings or branch needs as determined by Supervisor