Retail Operations Coordinator

Georgia United Credit Union•Johns Creek, GA

11d

About The Position

The Retail Operations Coordinator provides essential operational and administrative support to the Director of Retail Operations and the branch network. This role involves researching and resolving inquiries related to retail operations, policies, and procedures, escalating matters as needed. The coordinator is responsible for monitoring branch cash and ITM/ATM operations, acting as the primary contact for ITM/ATM matters, and supporting the implementation and maintenance of related systems and equipment. Additionally, the role involves monitoring branch compliance, assisting with policy development and training, preparing operational reports, and maintaining accurate departmental records. The position also supports project management and process improvements within Retail Operations and fosters effective working relationships with various stakeholders.

Requirements

Bachelor's degree in Business, Finance, Accounting, or a related field; an equivalent combination of education, training, and relevant experience will be considered in lieu of a degree.
Five years of progressively responsible experience in operations, branch support, cash operations, financial services, or a comparable regulated environment.
Working knowledge of financial institution regulations, branch operational controls, and risk-management practices relevant to cash handling, transaction processing, records, and ITM/ATM operations.
Working knowledge of operational systems such as core transaction processing, lending workflows, appointment scheduling, cash recyclers, ITMs/ATMs, or comparable applications.
Experience using service ticketing tools, operational reporting systems, and ITM/ATM applications.
Strong analytical, problem-solving, and judgment skills.
Strong organizational skills, attention to detail, and the ability to manage multiple priorities and deadlines.
Proficiency in Microsoft Word, Excel, PowerPoint, email, and internet applications.
Strong written and verbal communication skills for working with branch staff, leadership, internal partners, and vendors.

Nice To Haves

Experience supporting retail banking, credit union, lending, or ITM/ATM operations specifically
Experience with MoniManager or a comparable ITM/ATM management platform

Responsibilities

Provides operational and administrative support to the Director of Retail Operations and the branch network by researching and resolving questions related to retail operations, policies, and procedures; escalates matters requiring leadership review.
Coordinates and monitors branch cash and ITM/ATM operations, including cash ordering, vault documentation, balancing requirements, opening/closing procedures, service requests, and related member service processes, identifying discrepancies and escalating unresolved issues.
Serves as the primary operational and back-office contact for ITM/ATM matters, including branch and Digital Sales support, balancing and outage research, training coordination, service ticket management, equipment/software records, issue tracking, Active Teller service coordination, and vendor communications; escalates configuration decisions and unresolved technical matters to the appropriate leader or technical resource.
Coordinates with cash and ITM service providers regarding service requests, maintenance, deliveries, pickups, equipment issues, and scheduling; escalates unresolved or complex issues to the Director of Retail Operations.
Supports the implementation, conversion, deployment, relocation, and upgrade of ITMs, systems, equipment, applications, and workflows, including scheduling, documentation, vendor coordination, readiness tracking, transaction and workflow testing, on-site coordination, and post-implementation follow-up.
Monitors branch compliance with established operational procedures; supports branch and operational-control reviews by organizing documentation, compiling findings, identifying discrepancies and recurring issues, maintaining action plans, and reporting outstanding items and improvement opportunities to Retail Operations leadership.
Assists with the development, implementation, and communication of retail operational policies, procedures, forms, logs, checklists, and training materials; provides or coordinates related training for branch staff on cash operations, ITM/ATM procedures, and balancing requirements.
Prepares, maintains, and distributes departmental and operational reports covering service, cash, balancing, vendor, equipment, control, risk, and procedural information; monitors trends and outstanding issues; coordinates with Quality Assurance and Business Intelligence as appropriate; provides timely, accurate information to leadership for review and decision-making.
Maintains accurate departmental records, trackers, spreadsheets, logs, and vendor information, including hardware/software inventories, service histories, upgrade records, and equipment status for all ITM/ATM units.
Coordinates meetings, training sessions, vendor activities, and related communications, ensuring appropriate follow-up and documentation.
Supports Retail Operations projects and process improvements by identifying opportunities to improve efficiency, consistency, accuracy, controls, and the use of retail technology; assists with requirements gathering, workflow documentation, testing, and changing communications.
Establishes and maintains effective working relationships with branch personnel, management, internal departments, and external vendors to facilitate timely resolution of operational matters.