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Retail Operations Specialist

2 months ago

Johnstown, Pennsylvania, United States AmeriServ Financial Full time

POSITION SUMMARY:


This role is dedicated to providing advanced support to the Retail Operations Division, focusing on the training, coaching, and development of both new and existing Retail Banking personnel during their onboarding phase or as required, in accordance with the Branch Operations Manual and the overarching strategic objectives.

Key operational duties include assisting with various tasks related to administration, operations, compliance, and customer service, while ensuring adherence to applicable state and federal regulations.


KEY RESPONSIBILITIES:
1.

Guide and support all new and current Retail Sales and Service Associates (RSSA), covering all aspects of teller operations, account management, loan processing, and targeted coaching on Sales & Service.2.

Collaborate closely with the Retail Training Director to develop and refine training plans and protocols.3. Serve as a substitute for the Retail Training Director by leading training sessions in their absence.4. Maintain strict confidentiality regarding all matters within the division.5.

Assist Retail branch personnel with internal audits, compliance checks, and inspections, while reviewing branch audits to identify potential training requirements.6.

Support Retail branch operations and Relationship Managers (RSMs) in troubleshooting operational challenges, including the implementation of standardized operating procedures and addressing discrepancies.7.

Engage in meetings, conferences, and project team initiatives to enhance professional knowledge and facilitate the exchange of essential information necessary for fulfilling job responsibilities.8.

Annually assist the Retail Training Director in conducting assessments of training needs and propose recommendations for necessary training initiatives.9.

Act as a communication bridge between Retail branch staff and other departments to resolve operational issues.10.

Stay informed about all updates and changes to teller operations policies and procedures for the Bank, and assist in the training and implementation for all branch staff, which may include revisions to the Bankway Best Practices Manual.

Please note that this job description is not intended to encompass a comprehensive list of activities, duties, or responsibilities required of the employee in this role.

Responsibilities and tasks may evolve at any time with or without prior notice.

SUPERVISORY DUTIES:
This position does not involve supervising other employees.

WORK SETTING:
This role is conducted in a professional office environment, utilizing standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines.

PHYSICAL REQUIREMENTS:
The employee is frequently required to: 1)

Type or otherwise engage with fingers; 2) Communicate verbally, expressing or exchanging ideas clearly. This includes conveying detailed or significant spoken instructions to colleagues or clients accurately and promptly; 3) Hear - perceive sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication and distinguish sounds; 4) Specific vision abilities required for this role include:
viewing a computer screen; extensive reading.
Sedentary work may occasionally require lifting up to 10 pounds and/or moving up to 25 pounds. This position involves primarily sitting, with some walking and standing.

TRAVEL REQUIREMENTS:
Occasional travel may be necessary for this position for purposes such as training, branch visits, and company-sponsored events.

SKILLS AND COMPETENCIES:
1. Proficient Communication Skills2. Computer Literacy3. Customer/Client Orientation4. Deadline Driven5. Organizational Abilities6. Independent Decision-Making7. Ethical Conduct

EDUCATION AND EXPERIENCE:


A minimum of a high school diploma is required, with an Associate Degree preferred, alongside three (3) or more years of experience in administrative and sales roles.

Candidates must demonstrate self-directed project management capabilities.