Retail Support Specialist

Wilson Bank & Trust•Lebanon, TN

About The Position

The Retail Support Specialist supports retail staff and other team members by providing guidance, information, and solutions regarding retail operations, policies, and procedures. The role responds to inquiries, requests, and issues professionally and promptly; collaborates with relevant teams to resolve complex issues and escalate when necessary; and identifies root causes, implements changes, and tracks results. The specialist communicates system releases and builds, initiates development efforts, tests systems for compliance, and works with external vendors on systems used by retail staff. The role also collaborates with Learning & Development to create and deliver training, works with policy owners to keep PolicyTech content current and accurate, and supports staff with PolicyTech content and use. The position maintains retail office reports and system records, assists with safe deposit box procedures, and maintains knowledge of bank products, services, policies, and procedures, especially deposit products, documentation, servicing, and Electronic Banking. It reports to the Retail Support Manager and provides excellent service to team members and customers while demonstrating company values and supporting the bank’s mission. The role is based in Lebanon, Tennessee.

Requirements

High school diploma or GED.
Two years of experience in a related role preferred.
Two years of previous bank experience in deposit or branch operations preferred, or an equivalent combination of education and experience.
Proficiency with Microsoft Office and ability to learn new software.
Effective verbal and written communication skills.
Excellent interpersonal skills and active listening.
Critical-thinking and analytical skills.
High standards of integrity, honesty, professionalism, and work ethic.
Commitment to service excellence.
Ability to multitask and work independently with excellent follow-through.
Flexible and efficient time management, including ability to prioritize workload and meet deadlines.
Ability and willingness to work with purpose and a strong sense of urgency.
Self-motivated, positive, enthusiastic, and able to support a team.
Self-starter with a strong desire to exceed expectations.
Ability to maintain confidentiality and discretion.
Ability to interact with customers and employees in a friendly, professional manner.
Ability to collaborate effectively with others to achieve business objectives.
Must be able to work flexible and extended hours, including Saturdays.
Willingness to grow and be challenged.

Nice To Haves

Two years of experience in a related role.
Two years of previous bank experience in deposit or branch operations, or an equivalent combination of education and experience.

Responsibilities

Provide retail staff and other team members with guidance, information, and solutions regarding retail operations, policies, and procedures.
Respond to inquiries, requests, and issues in a timely, professional manner and prioritize them appropriately.
Collaborate with relevant teams to resolve complex issues, escalate when necessary, identify root causes, implement changes, and track results.
Maintain accurate records of inquiries, issues, and resolutions.
Identify process-improvement and efficiency opportunities that may benefit multiple areas.
Administer global systems and programs that affect retail offices and customers.
Maintain monthly retail office reports and prepare additional reports as needed.
Maintain knowledge of the bank’s products, services, policies, and procedures, particularly deposit products, documentation, servicing, and Electronic Banking.
Collaborate with Learning & Development to create and deliver training materials and programs for employees on cross-functional processes and procedures.
Maintain a high standard of service, use feedback to assess team member satisfaction, and continuously improve the support process.
Communicate system releases and builds, initiate system development efforts, test for compliance, and collaborate with external vendors on systems used by retail staff.
Collaborate with policy owners to keep PolicyTech content current and accurate, and support team members with its content and use.
Assist with safe deposit box procedures, including quarterly past-due reporting, annual audits and drills, and annual unclaimed-property reporting.
Maintain professional and technical knowledge through educational workshops, professional publications, and personal networks.
Comply with federal banking regulations and laws, including consumer protection requirements and the Bank Secrecy Act/Anti-Money Laundering Program.
Attend training as requested and perform other duties as assigned.