Retail Administrative Coordinator

Cape Cod 5•Hyannis, MA

About The Position

The Retail Administrative Coordinator supports the operational efficiency, systems administration, and strategic initiatives of the Retail Banking division. Reporting to the Retail Services Officer, the role provides direct support to the broader Banking Services department, helping align technology, operations, and front-line execution. The position administers and optimizes the Bank’s workforce management and CRM systems; supports scheduling and staffing analytics across Banking Centers; and develops reports and dashboards for leadership, coaching, performance measurement, and client engagement. It also provides administrative and project support to the Chief Banking Services Officer and Banking Services team, including coordinating committee logistics and follow-up, compiling research and data, and supporting decision-making. Additional duties include supporting Retail Administration operations, reviewing Banking Center expense reimbursements and invoices, coordinating staff onboarding and offboarding technology access, and arranging logistics and technology for meetings, training, and events. The coordinator participates in projects and process improvements and performs other duties as assigned by the Retail Services Officer, Managing Director of Retail Services, and Chief Banking Services Officer.

Requirements

Three years of Retail Banking or financial services experience.
Strong knowledge of the MS Office product suite.
Ability to quickly learn new software and applications.
Strong communication skills.
Ability to write clearly, concisely, and in an organized and convincing manner for the intended audience, using correct grammar, spelling, and punctuation.
Bachelor’s degree preferred, or equivalent experience.

Nice To Haves

Bachelor’s degree.

Responsibilities

Administer, configure, and support the Bank’s workforce management and CRM systems.
Promote consistent system use through standardized processes, reporting, training, and coaching.
Collaborate with IT, Retail, and vendor partners on upgrades, testing enhancements, and troubleshooting.
Document system workflows, maintain user permissions, and assist with new feature and module rollouts.
Oversee workforce management software to support accurate scheduling, appointment availability, and staffing alignment across Banking Centers.
Monitor client traffic, appointment volumes, and staffing capacity to identify optimization opportunities.
Develop and distribute workforce and scheduling reports with actionable insights for leadership.
Recommend strategies to improve resource allocation, appointment management, and service consistency.
Support the Retail Services Officer with float scheduling and redeployment of resources to ensure adequate staffing at Banking Centers.
Manage and enhance the Bank’s CRM system to improve colleague efficiency and client relationship management.
Build and maintain CRM dashboards, reports, and activity tracking for coaching, performance measurement, and client engagement.
Partner with Retail leadership to promote CRM adoption and consistent use across Banking Centers.
Provide administrative and project support to the Chief Banking Services Officer and the broader Banking Services team.
Coordinate logistics and agendas, take minutes, and follow up for key committees chaired by the CBSO as needed.
Assist with research, data compilation, and reporting to support decision-making and strategic initiatives.
Support Retail Administration operations, including scheduling, supply coordination, and budget tracking.
Review Banking Center expense reimbursements and invoices in accordance with the Bank’s accounting standards.
Facilitate staff onboarding and offboarding, including technology requests and system access setup.
Coordinate logistics and technology for Retail meetings, training sessions, and other events.
Participate in Banking Services and Retail Administration projects that improve operational efficiency, technology utilization, client outreach, and colleague support.
Identify and communicate process improvement opportunities to strengthen collaboration and workflow efficiency.
Perform additional tasks and responsibilities as directed by the Retail Services Officer, Managing Director of Retail Services, and Chief Banking Services Officer.