Retail Operations Specialist

PeoplesBank•Glastonbury, CT

19h•Onsite

About The Position

As a Retail Operations Specialist, you’ll play a vital role in ensuring the seamless functioning of our Banking Centers throughout Massachusetts and Connecticut. Reporting to the VP of Retail Administration, you’ll serve as a strategic liaison between Retail Administration and frontline teams—delivering expert analysis and support in operations, security, fraud prevention, and compliance. This dynamic role involves regular travel to regional locations, fostering collaboration with banking center associates, and contributing to key administrative and project initiatives. This role is based out of our Executive Office in Holyoke MA with significant travel to our branches.

Requirements

Bachelor’s degree (B.A.) from a four-year College or University or a minimum of three to five years banking-related experience and/or training; or equivalent combination of education and experience.
This position requires National Mortgage Licensing System (NMLS) registration; and ability to obtain said license after a period to be determined by decisionmaker. Must be able to successfully complete the registration process, which includes, but is not limited to, undergoing a criminal background and credit check and must remain in compliance with the NMLS license regulations and rules.
This position requires driving for work; and which includes but is not limited to possession of a valid driver’s license, undergoing driving record check and maintenance of acceptable driving record.
Excellent verbal and written communication skills.
Highly organized and detail oriented with strong time management and multitasking skills
Self-directed with the ability to demonstrate professionalism, adapt and achieve results while working under the pressures of shifting priorities in a dynamic and agile environment
Understanding of banking regulatory matters and procedures for proper operation.
Ability to perform various banking procedures and operations.
Ability to develop and implement strategies.
Excellent analytical and problem-solving skills.
Advanced customer service skills.
Demonstrated ability to effectively collaborate and interact with all levels of associates
Extensive knowledge and required acknowledgement of regulations including but not limited to: Reg CC, Reg DD, Privacy, Security, BSA, Fair Lending, CIP, Reg E. skills.
Ability to maintain a high degree of confidentiality and professionalism.
Ability to successfully work and travel to bank and branch locations in MA and CT as needed and assigned
Proficient with Microsoft Office Suite and other banking software programs.

Responsibilities

Conduct comprehensive banking center reviews to identify operational, security, and compliance issues, delivering real-time coaching and tracking trends to drive performance improvements. Escalates policy violations and performance concerns to leadership for resolution.
Analyze operational data from daily interactions and site visits to uncover key insights. Continuously updates Retail and VideoBanker procedures and provides detailed visit summaries to support ongoing training and strategic decision-making.
Serve as a trusted operations partner to banking centers, offering expert guidance on core systems, account management, legal documentation, and transaction processing. Ensures consistent application of policies and swift resolution of errors.
Monitor cash levels across banking centers, collaborating with teams to maintain optimal balances and recommending adjustments to meet operational standards.
Oversee regional compliance with operational, security, and regulatory procedures to ensure successful internal and external audits. Partners with Internal Audit and Retail leadership to address findings and implement preventative strategies.
Respond swiftly to fraud incidents, providing immediate support and guidance to mitigate risk and protect customers and the bank.
Act as a liaison between banking centers and departments such as Deposit Operations, Electronic Banking, BSA, Risk Oversight, and Facilities - ensuring timely resolution of cross-functional issues.
Deliver Approval and Authority Training for all newly hired Retail associates, reinforcing operational standards from day one.
Represent Retail Administration in cross-functional project teams and leads operational efforts for new or closing banking centers within the assigned region.
Manage user access reviews and annual compliance assessments for FDICIA, GLBA, and Disaster Recovery within the Retail department.
Maintain deep expertise in PeoplesBank’s core systems, hardware/software platforms, and Retail procedures to support operational excellence.
Complete all required compliance training and adhere to federal, state, and bank regulations, policies, and CARE standards.
Perform additional duties as assigned to support Retail Administration and banking center success.