Retail Banking Operations Specialist

Studio Bank•Chattanooga, TN

About The Position

The Retail Banking Operations Specialist is a client-facing representative responsible for a balanced mix of daily branch operations and service, while contributing to a hospitality-inspired experience for clients and guests and ensuring safe and sound banking practices. The role calls for an adaptable, service-first person who works collaboratively in an open, high-performing environment. The position supports branch operations and compliance, including maintaining procedures, handling cash and negotiable items, completing audits and training, protecting confidential information, and supporting compliance with applicable policies and regulations. It also provides in-person and virtual client service, manages client relationships and requests, and helps resolve problems or complaints. The specialist collaborates with the Retail Banking & Workplace Experience Manager and other internal team members and external vendors on assigned initiatives and projects, participates in professional development, and performs other duties as assigned. Regular and predictable attendance is required.

Requirements

Strong interpersonal skills.
General knowledge of the Bank's deposit products and general knowledge of loan products.
Self-starter with a commitment to continuous learning.
Ability to maintain the highest levels of confidentiality.
Proficient technology skills and proficiency with Microsoft Office products.
Strong written and verbal communication skills.
Effective problem-solving and decision-making skills.
Ability to manage competing priorities.
Resourceful and well-organized.
Bachelor's degree, or a high school diploma plus three years of equivalent experience in retail banking operations.
Two years of banking experience, including two years handling client transactions and account opening in a branch setting.

Nice To Haves

Three or more years of retail banking experience.
Demonstrated ability to work in a fast-paced environment while successfully managing competing priorities.

Responsibilities

Create, update, and compile branch standard operating procedures as needed.
Ensure safe and sound banking practices and follow applicable policies, procedures, laws, and regulations.
Maintain the confidentiality of client, prospect, and Bank information.
Perform daily office and branch responsibilities, including branch and vault opening and closing, vault management, cash shipments, cash drawers, check cashing, deposits, negotiable items, wires, and account maintenance.
Complete assigned weekly and quarterly branch operations audits and maintain compliance standards.
Pick up and deliver bank-wide mail and handle packages as assigned.
Complete compliance training, certifications, and renewals in a timely manner.
Support the Bank's BSA/AML compliance, including detecting and reporting potential suspicious activity to the BSA Officer and gathering and entering data for monitoring and reporting.
Monitor and manage client overdrafts, past-due loans, and exceptions in accordance with policies and procedures.
Partner with senior management and the compliance manager on collections, account closures, or charge-offs for high-risk accounts as warranted.
Create a welcoming, professional experience for clients and guests in the atrium and branch, including greeting guests and engaging in appropriate conversation.
Answer the Bank's main phone line and bankers' direct lines, handle requests, direct calls, and take messages as needed.
Respond promptly and courteously to digital banking messages and website contact forms.
Oversee ownership of the atrium experience as assigned.
Handle a range of client needs in person and virtually in accordance with established policies and procedures.
Maintain client relationships through portfolio account management, timely follow-up, appropriate communications, and client engagement and retention practices.
Assist or engage colleagues in resolving client problems or complaints; escalate issues to senior management when necessary and in accordance with policy.
Respond to correspondence and resolve problems in a knowledgeable and timely manner.
Partner with the Retail Banking & Workplace Experience Manager, related internal team members, and external vendors on assigned strategic initiatives and projects.
Participate in ongoing professional development.
Perform other duties as assigned and maintain regular, predictable attendance.