About this role
Position Summary
Retail Operations Specialist serves as a key resource for supporting operational efficiency, employee development, and customer service initiatives. This position coordinates system updates, trains new Personal Bankers, processes wire transfer requests, and leads or participates in special projects that support the bank's strategic objectives.
Essential Duties and Responsibilities
Training & Employee Development
• Coordinate onboarding and training programs for new Personal Bankers.
• Develop and maintain training materials, reference guides, and job aids for the Retail department.
• Provide hands-on instruction and coaching to ensure employees understand bank systems, procedures, products, and customer service expectations.
• Monitor training progress and provide feedback to management regarding employee development needs.
• Serve as an ongoing resource for operational and system-related questions.
Core System Support (Retail focus)
• Coordinate, test, and implement updates, enhancements, and releases related to the bank's core processing system.
• Serve as a subject matter expert for core system functionality and retail applications.
• Research and troubleshooting system issues affecting the Retail department, working with support staff and internal departments to resolve problems.
• Assist with system configuration, documentation, procedures, and user support.
• Identify opportunities to improve operational efficiency through technology and process enhancements.
• Participate in system conversions, upgrades, and new product implementations.
Project Management & Special Assignments
• Lead and participate in cross-functional projects that improve processes, services, and operational effectiveness.
• Assist with implementation of new products, services, and technology initiatives.
• Coordinate project activities, timelines, testing, and documentation.
• Gather information, analyze workflows, and recommend process improvements.
• Prepare reports, presentations, and updates for management as needed.
Compliance & Risk Management
• Adhere to all bank policies, procedures, security standards, and regulatory requirements.
• Maintain confidentiality of customer and bank information.
• Support internal and external audits, examinations, and compliance reviews.
• Promote operational controls and risk management practices throughout assigned responsibilities.
Wire Transfer Processing
• Receive, review, and process incoming and outgoing wire transfer requests.
• Verify wire instructions and ensure compliance with bank policies, procedures, and regulatory requirements.
• Maintain appropriate documentation and complete necessary wire transfer records.
• Communicate with customers and bank personnel regarding wire transfer status, exceptions, and inquiries.
Qualifications
Education and Experience
• Associate’s degree in business, Finance, Information Systems, or a related field preferred.
• Three to five years of banking operations, retail banking, or core system experience preferred.
• Experience with wire processing and bank software systems is strongly preferred.
• Training or instructional experience is a plus.
Skills and Abilities
• Strong knowledge of banking operations.
• Excellent organizational and project management skills.
• Ability to train employees effectively.
• Strong analytical and problem-solving abilities.
• High attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and deadlines.
• Proficiency in Microsoft Office applications and banking technology platforms.
Physical Requirements
• Ability to sit, stand, and use a computer for extended periods.
• Occasional lifting of up to 25 pounds.
• Ability to travel to training locations or our branch office as needed.
This role is ideal for a highly organized banking professional who enjoys technology, employee development, operational excellence, and collaborative problem-solving organization.