Retail Operations Support Analyst
1 week ago
WORK SCHEDULE: Full-time; Monday - Friday 8:00 am - 5:00 pm with a Saturday morning rotation.
COMPANY CULTURE: At Hills Bank, we prioritize our employees as our greatest asset. We offer a comprehensive benefits package designed to support our team members and their families, ensuring they can thrive both personally and professionally.
ROLE SUMMARY:
The Retail Operations Support Analyst, under the guidance of the Retail Servicing and Support Officer, is a crucial member of the Retail Operations team. This role is dedicated to enhancing customer service by providing immediate assistance to branch personnel, addressing inquiries, resolving issues, and connecting staff with subject matter experts. The position fosters a collaborative atmosphere, engages with various departments, and focuses on building positive relationships while striving for process improvements. Success in this role requires a keen sense of curiosity, quick learning abilities, critical thinking, and strong organizational skills.
KEY RESPONSIBILITIES:
Retail Assistance:
- Demonstrate comprehensive knowledge of the bank's retail offerings to assist branch staff with product-related inquiries, ensuring customer needs are met with accurate solutions.
- Foster positive interactions with branch staff, aiding in the resolution of customer complaints and ensuring timely responses to inquiries.
- Deliver informative support to enhance customer experiences, promoting teamwork and effective communication across retail departments.
- Apply critical thinking to address complex inquiries and provide timely resolutions related to retail operations.
- Maintain and update resource materials to support branch staff.
- Participate in training sessions to enhance understanding of the bank's products and services, as well as personal development opportunities.
- Proactively identify and communicate issues, recommending improvements in processes, products, and services.
- Effectively manage multiple inquiries simultaneously and escalate issues to leadership as necessary.
Research Duties:
- Conduct thorough research for requests, ensuring accuracy and timely responses.
- Manage the setup and tracking of levies and garnishments, adhering to state and federal regulations.
QUALIFICATIONS:
- High school diploma with experience in retail banking or operations at a community bank.
- Ability to take initiative, make decisions, and work independently.
- Capability to handle stress and navigate challenging situations.
- Proficient in standard office software and equipment.
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