Retail Support Specialist - Anchorage, AK

KeyBank • Anchorage, AK

5d • Hybrid

About The Position

The Alaska Centralized Retail Support Specialist is part of the Centralized Retail Support Team of the Business Performance Support and Enablement Team and serves as a key partner to Retail Leadership and branch teams across Alaska. This role blends centralized operational support with in-market branch risk and operations leadership to drive operational efficiency, strengthen risk and control execution, and support strategic priorities within the Retail Bank. The role acts as a liaison between Retail Leadership, branch teams, and key business partners to identify trends, implement process improvements, resolve complex operational and client issues, and ensure adherence to regulatory, audit, security, and internal risk standards. This teammate provides direct support for escalations, branch operations, RRM exceptions, and enterprise initiatives while helping Alaska branches and teammates to deliver an exceptional client and teammate experience.

Requirements

• 3+ years of experience in retail banking, including branch operations and a strong knowledge of banking products, policies, and procedures (required)
• 3+ years of experience in retail management, operational support, risk management, or related branch leadership responsibilities (required)
• Demonstrated success in effectively communicating and influencing at multiple levels within an organization (required)
• Demonstrated success in complex problem solving, client issue resolution, and operational decision-making (required)
• Demonstrated ability to lead, develop, coach, and support leaders and branch teams, including in situations without direct authority (required)
• Strong ability to listen actively, assess issues thoroughly, and take action based on what was heard (required)
• Thorough understanding of branch operations, audit, finance, fraud, charge-off, accounting, regulatory, and risk control practices (required)
• Ability to build strong interpersonal relationships across Retail branch teams and business partners throughout the Alaska market (required)
• High School Diploma GED, or equivalent experience (required)
• Strong written, verbal, and presentation skills, with the ability to communicate clearly across multiple levels of the organization.
• Exceptional organizational skills and attention to detail, with the ability to manage multiple priorities in a dynamic environment.
• Demonstrated ability to build strong working relationships across branch teams and business partners.
• Leadership presence to guide, coach, and influence others effectively, including in situations without direct authority.
• Adaptability: Adjusts effectively to shifting priorities, market needs, and branch conditions while maintaining focus on operational excellence and risk discipline.
• Collaboration: Brings people together to solve problems, make decisions, and support branch and client outcomes.
• Judgment: Evaluates situations thoughtfully, seeks appropriate input, and makes sound decisions aligned to client, teammate, and business needs.
• Professionalism: Demonstrates self-awareness, composure, and strong interpersonal judgment in complex or sensitive situations.
• Problem Solving: Uses structured approaches to identify root causes and implement practical solutions.
• Business Acumen: Demonstrates a strong understanding of Retail Bank operations, market priorities, and the factors that influence performance, risk, and client outcomes.
• Risk Management: Applies operational, regulatory, audit, and security standards while balancing risk with business needs.
• Analytical Thinking: Uses data, experience, and available research to identify trends, explain variances, and support informed decisions.
• Change Leadership: Supports and implements change initiatives that strengthen standardization, operational effectiveness, and continuous improvement.
• Ability to communicate face to face and on the phone with clients and teammates, frequent use of hands to manipulate and grasp objects, occasional bending and lifting from floor height, frequent lifting of 1 to 10 lbs., and occasional lifting of up to 30 lbs.
• May need to drive to multiple branch locations in a single day; ability to operate a motor vehicle with a valid driver's license is required.

Nice To Haves

• Bachelor's Degree (preferred)

Responsibilities

• Partners with Retail Leadership, Risk, Fraud, Executive Client Relations, Finance, Facilities, Physical Security, and other line of business partners to identify trends, share insights, and advance operational and process improvements across the Alaska market.
• Serves as a liaison between branch teammates and teams, Retail Leadership, and centralized partners to research, resolve, and communicate complex operational, client, and risk issues in a timely manner.
• Supports in-person and remote branch activities that strengthen operational excellence, branch risk discipline, and control execution across all Alaska branches.
• Ensures compliance with operational, regulatory, security, audit, and internal risk procedures, including timely review and follow-up on exceptions, audit tasks, and branch control requirements.
• Provides direction, coaching, and guidance to branch teams and leaders on operational procedures, policy adherence, self-sufficiency, and execution of enterprise and market initiatives.
• Research and responds to escalated client concerns and executive complaints in partnership with Executive Client Relations, branch teams, Business Managers, and other stakeholders, ensuring timely and effective resolution.
• Handles complex branch and client issues, including fraud loss research, charge-offs, account maintenance requests, loss notifications, and escalated line of business approvals, in partnership with the Centralized Retail Support Team and field leaders.
• Works closely on escalations with the Centralized Retail Support Team and supports the review and clearing of RRM exceptions and other operational risk items.
• Conducts research and provides resolution support for teller and ATM outages, unlocated cash outages, branch chargebacks, Reg CC holds, credit scanning exceptions, CIU exceptions, Patriot Act violations, Canadian check collections, NOW accounts, and other operational matters as needed.
• Performs branch cash audits as needed for PTO coverage and other situations and provides secondary support for branch operational tasks during periods of turnover, absence, or elevated branch need.
• Builds and analyze reports using data from multiple sources to identify trends, root causes, and opportunities for process improvement, risk mitigation, and better teammate and client outcomes.
• Acts as a change champion by influencing the implementation, execution, and reinforcement of critical changes, standard processes, and control expectations across the Alaska Retail Network.
• Partners with market and field leaders to support branch closures, staffing and operational continuity, and other market-specific business needs across Alaska.
• Delivers world-class service to teammates, leaders, line of business partners, and clients while maintaining a strong focus on operational excellence, risk management, and client advocacy.
• Performs other duties as assigned; duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
• Maintains compliance with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Benefits

• Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED