Senior Retail Experience Specialist

Renasant Bank•Nashville, TN

About The Position

The Senior Retail Experience Specialist works with retail employees in a support team environment to provide internal customer service and acts as a liaison between the branch and operations teams. Working across multiple areas of the bank, the role supports internal and external customers and contributes to retail branch performance and seamless customer experiences. The specialist assists employees with sales, service, and operational functions, including customer inquiries, troubleshooting, and providing product knowledge and guidance on policies and procedures. The position also supports consistent execution of retail routines, operational excellence, risk mitigation, and change management.

Requirements

High school diploma or equivalent.
Minimum of 5 years of retail banking experience.
Ability to solve problems and make decisions quickly and effectively to positively impact the business and customer experience.
Strong attention to detail and ability to prioritize customer and business needs.
Ability to confidently interpret and influence policy.
Ability to manage multiple priorities and adapt as business needs and pace change.
Comfort using a variety of technology software products.
Ability to handle complex questions and issues.
Proficiency in Renasant Retail sales, service, and operations policies, including their relationship to other bank policies.

Responsibilities

Support retail branch performance and seamless customer experiences by assisting employees with a broad range of financial services.
Help employees navigate account opening, process transactions, review documentation, and address other time-sensitive, customer-focused responsibilities with timely responses and solutions.
Develop and maintain knowledge of bank products, policies, and procedures to support consistent execution of core routines across retail branches, including audits, controls, new accounts, and document review.
Collaborate with operations, retail branches, learning and development, and other internal financial services teams to facilitate connections and seamless customer experiences.
Provide feedback to internal partners about products, policies, and procedures, advocate for internal and external customers, and work with partners to drive operational excellence.
Serve as the first point of contact for employees who bank at Renasant by assisting with account opening and maintenance and answering questions about available products and services.
Respond urgently and intentionally to employee inquiries about customers, products, policies, and procedures through a variety of communication channels.
Provide performance tracking and business analytics to understand branch employees’ needs and proactively identify solutions.
Perform system, process, and control testing to mitigate risk and support organizational change management initiatives.
Use training manuals, tools, policies, procedures, and other resources to guide employees.
Review, maintain, and update retail resources as needed.
Perform other related duties as assigned.