The Retail Operations Coordinator is responsible for overseeing all day-to-day operational activities and projects including but not limited to inspecting internal controls, enforcing bank policies and procedures, auditing, training, streamlining, and operating a teller drawer for the Main Street branch. This position leads by example by providing prompt, courteous, and excellent service to customers and internal departments by adhering to the behavior standards expectations and maintaining operational integrity with a focus on accuracy and attention to detail. The Retail Operations Coordinator stays abreast of best practices, recommends changes to reflect regulatory evolution, adheres to compliance and Bank policies and procedures, and acts as a resource for all other branch locations. 

PRIMARY RESPONSIBILITIES

50% - Mastering Teller Tasks with Precision:

• Create memorable customer experiences by warmly welcoming clients and building lasting relationships.
• Process bank transactions with accuracy and efficiency, ensuring each interaction is smooth and seamless.
• Address customer inquiries over the phone, provide answers, and direct them to the appropriate branch personnel.
• Engage customers in meaningful conversations, suggesting relevant products and services, and connecting them with specialists across business lines.
• Complete administrative tasks with meticulous attention to detail, ensuring everything is done right the first time.
• Provide expert guidance and approvals for large cash back transactions, ensuring compliance and customer satisfaction.

30% - Supporting Retail Branch Management:

• Oversee daily operational activities, ensuring the branch is operationally sound.
• Serve as a go-to resource for all branch locations, offering guidance and support on various responsibilities.
• Develop and implement procedures and policies, such as the teller and banker handbooks, while managing updates to keep them current.
• Train and mentor new and existing colleagues, equipping them with the knowledge and skills needed to excel in their roles.
• Manage relationships with branch equipment vendors, ensuring all tools are functioning properly and efficiently.
• Innovate and streamline processes, systems, and workflows in retail branches to boost efficiency while upholding regulatory standards.
• Lead retail projects, ensuring they are completed on time, meet compliance requirements, and improve overall branch efficiency.
• Stay informed about industry best practices and evolving regulatory requirements, partnering with the BSA Officer and Internal Auditor to maintain top-tier retail operations.

20% - Conducting Retail Audits:

• Develop, implement, and inspect internal controls and standards through regular mock audits to ensure everything is in check.
• Ensure compliance with bank policies, procedures, and all relevant regulations, keeping the branch safe and secure.
• Conduct thorough branch audits, checking everything from cash levels to security equipment, office compliance, signage, and transaction accuracy.
• Implement office security processes, audit compliance, and train colleagues on safeguarding the bank, customers, and staff from potential risks.
• Visit branches regularly to support audits and operations, providing timely follow-up and training where needed.
• Audit policies and procedures, offering recommendations for improvements and conducting training to keep everyone up to date.

SECONDARY RESPONSIBILITIES:

• Assist in opening and closing procedures to ensure smooth branch operations.
• Participate in bank-sponsored and community events, representing the branch and strengthening community ties.
• Provide support to other branch locations as needed, ensuring consistent service and operational standards across the bank.
• Serve on internal committees as requested, contributing to the bank's overall success.
• Take on additional duties as assigned to support the branch’s goals and operations.

ADA

The incumbent must be able to accommodate detailed work, problem solving, customer contact, math, language, verbal and written communications, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary responsibilities. 

WORKING CONDITIONS

This position is located in an office environment with artificial lighting and controlled heating/air conditioning. The position includes prolonged periods of working on a computer and repeating motions that may include the wrists, hands and/or fingers. The incumbent needs to occasionally move about inside the office to access file cabinets, office machinery, etc.  

SKILLS

• Proficient in using computer software and embracing new technology.
• In-depth knowledge of retail banking products, policies, and procedures.
• Strong initiative, follow-through, and ability to provide timely and accurate      updates.
• Detail-oriented with the ability to adapt to changes in policies, procedures, and      operations.
• Ability to excel in a fast-paced environment with shifting priorities and      deadlines.
• Excellent organizational and time management skills.
• Strong problem-solving abilities, resourcefulness, and attention to detail.
• Effective and pleasant communication skills, both verbal and written.
• Ability to identify and refer customers to other bank services and products.