Retail Administration Analyst

First Financial Bank•Greensburg, IN

11d•$25 - $32•Onsite

About The Position

Manages the daily activities of a team of Retail Administration Analysts who screen incoming and outgoing calls. Leads in the creation of performance improvement initiatives and delivery of training programs. Responsible for meeting overdraft operational standards, maintaining employee service levels, improving quality service, preparing reports, maintaining professional and technical knowledge, and accomplishing organization goals. Provides support to analyst staff and provides customer service support to bank management and resolve overdraft and risk related concerns. Responsible for planning, designing and maintaining infrastructure that enables effective support of overdraft service. Promotes processing services and resolves customer support issues. Responsible for assisting in promoting the bank’s growth through profitable expansion of overdraft program, a customer service and risk management process, which includes collection of overdrafts and accounts with negative balances. The Analyst Supervisor is first point of contact for all customer service complaints regarding overdraft and directs, troubleshoots, and develops solutions related to internal and external clients. This may include writing procedures, validating, and testing that policies and procedures are in place and consistently followed. The Analyst Supervisor is responsible for making recommendations to resolve support and overdraft issues in an efficient manner that complies with Bank Policy and Banking Regulations. They are responsible for escalating, tracking, and assisting in resolving any support issue related to overdraft and client concerns and ensure that it is handled in an efficient manner.

Requirements

Requires 3-5 years banking, banking operations, lending, loan documentation, or support experience in roles interfacing with managers, executive team leads, customers (external and internal), serving on committees and working with vendors
Requires associates degree or two full years of college.
Excellent Customer Service skills
Working knowledge of deposit and lending compliance regulations
Proficiency using Microsoft Office Suite
Requires intermediate knowledge of bank systems, proficiency in Word, Excel, and Internet applications.
Maintain positive, professional relationships
Must be able to analyze financial data, accumulate and organized factual data.

Nice To Haves

Executes specified, routine tasks that can range from straight-forward to moderately complex.The ability to follow and understand complex instructions and maintain written/electronic records
Works on assignments that are routine, but may recognize the need for occasional deviance from standards with support of Sr. Analysts and/or Management.
Ability to make judgements within semi-standardized environment.
Follows established guidelines and procedures on a day-to-day basis.

Responsibilities

Gathers pertinent documentation to clear consumer bank exceptions; follows through with all completed requirements/gathering of data associated with the ordering of the executable loan documents from appropriate in-house department or legal counsel for all loan exceptions.
Responsible for working closely with manager(s) regarding maturing reports and consumer bank exceptions.
Focuses on overall bank relationship for customers to include loan and deposit relationships.
Initiate activities to resolve and correct any compliance-related exceptions, deficiencies, or violations disclosed during a regulatory examination or compliance review
Gathers, tracks and analyzes data collected to provide analysis regarding the success of overall programs and processes, ultimately alerting management of process or program deficiencies.
Maintains a current understanding of the integration of the platform system with the core system and make recommendations for necessary changes to improve the customer service experience in our branches and with lenders without compromising compliance.
Performs compliance testing assessments to validate processes and procedures.
Adds, removes accounts, provides maintenance, produces and mails letters, initiate and respond to phone calls, complaints, questions, and inquiries, performs collection calls, closes accounts, sets up repayment plans as it pertains to the overdraft program.
Responsible for promoting the bank’s growth through the profitable expansion of overdraft program, a customer service and risk management process, which includes collection of overdrafts and accounts with negative balances.
Develops and provides training guidelines to other staff including compliance related concerns.
Keeps internal and external customers aware of changes in operating methods.