Retail Operations Specialist

Department: Retail Banking
Division: Administration
Reports To: Director of Retail Delivery
Supervises: None

Position Summary

Assist the Director of Retail Delivery with branch operations and support. Build reports, review retail banking data, and explain results to help management track performance and identify improvements. Help branches with system questions, research, and day-to-day issues. This role does not supervise, train, coach, direct, evaluate, or oversee staff.

Qualifications

Education

• High school diploma or equivalent required.
• Hands-on knowledge of spreadsheets, data analysis, report building, and banking systems is preferred

Experience

• Experience in banking, financial services, operations, systems support, or data analysis is preferred, including building and explaining reports or dashboards

Knowledge, Skills, and Abilities

• Ability to build and check reports, work with data, learn systems, solve problems, and explain results clearly
• Strong written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to work independently
• Ability to maintain confidentiality

Essential Responsibilities

• Build and maintain branch reports, dashboards, and scorecards using approved data sources and tools. 
• Check data and report results for accuracy, resolve differences, and document how reports are built. 
• Review deposits, account activity, product use, branch results, and customer trends. Explain findings and improvement opportunities to management.
• Review branch reports, including teller differences, cash limits, overdrafts, and large transactions. Research issues and report concerns. 
• Review fees and branch expenses and report opportunities to improve income or reduce costs.
• Help with budgeting, forecasting, planning, and tracking retail goals and initiatives.
• Respond to branch questions and issues, research solutions, and work with Operations, Information Technology, vendors, or other departments as needed.
• Learn and support assigned systems, including Integrated Teller, BPM, the intranet, Core CD, and IQ Quest.
• Make system, setting, content, or workflow changes only with management approval and required security and change-control procedures. Do not independently approve system or policy changes, customer exceptions, or employee access changes. 
• Help test and implement approved system changes, process improvements, and new products. Document changes and follow up on issues. 
• Keep procedures, forms, job aids, system references, and reporting instructions current.
• Prepare reports and project updates for the Director of Retail Delivery. Help with vendor reviews, contract tracking, audits, examinations, and corrective-action follow-up. 
• Protect confidential information and follow Bank policies, internal controls, security standards, and applicable laws and regulations. 
• Perform other assigned duties to support Retail Banking and the Bank.

Work Environment

• Regular attendance is required.
• Schedule and hours are determined by business needs and supervisor direction.
• Work is performed using standard office equipment and banking software systems.

Disclaimer

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, assign, or reassign duties as business needs require.