Retail Support Specialist

Description

Compliant to established policies and procedures, Retail Support Specialist (RSS) provides retail staff and/or customer service support as needed while representing the bank in a courteous, professional manner RSS works on specific projects as assigned by RSS Manager.

Ensures delivery of excellent customer service through clear written and oral communication, research, and resolution of inquiries in the best interest of the customer and the bank by assisting coworkers with requests in a timely manner. Reviews new and existing deposit accounts for documentation completion following policies and procedures set forth by the Bank’s Branch Operations Manual (BOM). Demonstrates ability to interact in a team environment and contributes to team efforts.

• Zelle/Transfer Now
• Daily Notices & Statements on 5th, 10th, 20th, 25th and End of Month
• Source Capture Optimization (SCO)/Teller to include SCO lockouts, deposit review and item processing
• Change of Address
• Dormant/Inactive account reactivations
• Ticklers to include placement, review and removal requests
• Miscellaneous requests as sent via Help Desk Ticket assignments
• Instant issue debit card inventory maintenance, issuance and ordering
• Account/File maintenance to include Online Accounts
• Stop Pay Review
• End of Month Bank Secrecy Act/Customer Identification Program (BSA/CIP) Exception report
• Individual Retirement Account/Health Savings Account (IRA/HSA) account review - daily report review - help desk tickets - Required Minimum Distribution (RMD) setup/change - transaction support for branch staff - liaison for Fiserv/Wolters Kluwer - tax related issues - End of Year (EOY) processing - creating IRA procedures for retail and support staff
• Closed account review
• 2nd half Deficit account review and reporting
• Review Fraud Maps daily
• Familiarity with policies and procedures of Retail, Compliance, Audit and BSA and maintains a working relationship with the department members as needed
• Acts as training liaison on teller and platform systems; updating RSS training manuals as required; reports training inefficiencies and necessary updates regarding BOM documentation to RSS Manager and Training Manager
• Ability to use bank’s computer software effectively and efficiently
• May assist in secondary wire review and verification
• Offers other bank products or services to customers while assisting them in resolving problems they have encountered

EEO: M/F/Disability/Vet

• High school diploma or equivalent preferred; 2 years’ banking experience preferred
• Interpersonal skills to represent the Bank in a positive manner in dealing with customers and other employees
• Ability to recognize irregular or suspicious transactions and take appropriate steps to prevent loses
• Adept at effectively managing multiple projects, priorities, and timelines, utilizing strong judgement, analytical thinking, and problem-solving skills
• Working knowledge of Microsoft Office and operations of standard office equipment
• Ability to travel for training purposes