Retail Operations Specialist

This position is responsible for assisting the Retail Program Manager in coordinating the operations of all retail banking offices.

·   Responsible for management of Float Teller/CSR and Summer Teller staff.

·   Monitor daily reports for all operations for banking offices, to include teller cash and branch cash limits for each office.

·   Provide technical support with teller and CSR systems and assist Tellers and CSRs with core system issues during daily processing.

·   Respond to inquiries related to policy and procedure from branch personnel.

·   Support banking offices with branch equipment (TCRs, ITMs, cash discriminators, etc.).  Work with Bank Security Officer to place service orders (equipment jams/malfunctions, combination changes, etc.)

·   Review policy and procedures manuals to ensure it is current. Consult with Technical Trainers and department managers for input on any possible issues with the manuals.

·   Conduct training classes on a variety of topics. Specifically, product training, policy training and computer software training for new Tellers, Teller Supervisors and CSRs.

·   Present various topics at Retail Banker, Office Manager, Teller Supervisor and CSR meetings.

·   Travel to offices to assist when needed.

·   Select or develop teaching materials such as training modules, tutorials, reference documents and self-study activities.

·   Monitor reports on various topics to measure training needs (DEL, OnBoarding, Cash Limits, etc.).

·   Test current employees and new trainees on job knowledge to measure training progress and ensure employees keep current on their job knowledge.

·   Prepare and send communication (newsletter, emails, etc.) to offices on needed topics.

·   Back up Admin Switchboard. 

·   High School diploma and 5 years of banking experience, or an equivalent combination of education and experience.

·   Proven problem resolution, conflict resolution, time management, and decision-making skills.

·   Ability to analyze processes for efficiencies and/or improvements.

·   Excellent customer service and interpersonal skills.

·   Proficiency in using personal computers and office products (e.g., Word, Excel, Powerpoint); Experience with Excel is a must.

·   Ability to motivate and generate enthusiasm among new and current employees.

·   Effective oral and written communication skills, including presentation and technical writing skills. 

·   Ability to compute basic to moderately complex math calculations.

·   Clear understanding of teller and CSR systems. Clear understanding of audit procedures.

·   Proficient in using office programs (e.g., MS Excel, MS Word).

·   FIS Horizon XE and H360 Imaging experience preferred.

·   Must be able to travel as needed and upon request.