Retail Operations Administrator

Ephrata National Bank•Ephrata, PA

12h•Hybrid

About The Position

The Retail Operations Administrator provides support to the Community Banking Offices on operational related issues and works with internal partners to provide resolutions. They are responsible for creating and updating existing procedures relating to Retail functions, and providing feedback to Retail leadership related to customer experience. This position provides backup to the Retail Operations Officer when necessary. The Retail Operations Administrator role will be based out of our Ephrata, PA or Elkton (Fair Hill), MD location. The position will have remote working capabilities in a hybrid capacity once the employee is fully trained, acclimated and meeting performance expectations of the role.

Requirements

2-4 Years of relevant experience.
Bachelor’s degree or equivalent experience.
Strong business decision making skills.
Strong verbal communication skills.
Strong planning and organization skills.
Thorough knowledge of bank products and services.
Strong PC understanding and demonstrated skills using Microsoft Word, Excel, Adobe Editor, and PowerPoint.
Thorough understanding of balancing and tracking techniques.
Understanding of core and interfaced systems.

Responsibilities

Provide support to Community Banking Offices on all operational related issues and work with other departments to provide resolutions.
Research, test, write and distribute new and existing business task procedures relating to Community Banking Office and Retail Operations functions.
Obtain feedback around issues related to servicing customers and work with Retail Operations Officer and internal departments to resolve issues and improve efficiency.
Collaborate with the Retail Operations Officer to assess, monitor, and develop processes with a focus on improving efficiency within the Community Banking Office network and interactions with other support departments within the bank.
Develop and maintain strong communication link to Community Banking Offices and the Customer Service Center.
Conduct monthly Retail Connection calls with all Retail Staff to ensure consistent communication.
Partner with the Retail network, Customer Service Center and Compliance to research and resolve customer complaints.
Design, develop and implement departmental projects as assigned by the Retail Operations Officer.
Perform Quality Control Review of documents, utilizing appropriate reports/sytems to maintain audit standards.
Complete Branch balancing daily, researching any errors, and provide assistance to the branch in any error correction.
Monitor Community Banking Offices cash levels and manage the weekly cash order/shipments.
Identify and track recurring areas of question or operational deficiencies, identify strategies for improvement, and work with support departments to automate tasks and improve efficiency.
Assist with testing of Core Operating Systems Release Updates.
Monitor and maintain all Retail ancillary service programs ie. Way Delivery, ENB Notary, Deluxe, Brinks, Medallion Stamp, etc.
Provide balancing and error resolution for Cash Recycler (TCRs) discrepancies.
Provide operational support to Community Banking Offices during banking hours as scheduled Work with other departments to provide resolutions as needed.
Periodically work in Community Banking Offices as a Customer Solutions Specialist to maintain retail skills and knowledge.
Assist with full site audits the next business day following large cash differences.
Help identify opportunities to improve efficiency
Review Retail policies and develop procedures, recommend revisions as necessary, and update policies accordingly for board approval.
Maintain a working knowledge of compliance and regulations related to Retail operations and provide support to Retail staff.