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Retail Operations Specialist

2 months ago

Johnstown, Pennsylvania, United States AmeriServ Financial Full time

POSITION SUMMARY:


This role is essential for 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 initial period or as required, in accordance with the Branch Operations Manual and the overarching strategic objectives.

The operational duties encompass a variety of tasks related to administration, operations, compliance, and customer service, ensuring adherence to applicable state and federal regulations.


KEY RESPONSIBILITIES:
1.

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

2. Collaborate closely with the Retail Training Director to develop and refine training plans and procedures. 3. Serve as a backup to 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 inspections, and review branch audits to identify potential training requirements.

6.

Support Retail branch operations alongside Retail Sales Managers (RSMs) in troubleshooting operational challenges, including the implementation of standardized operating procedures.

7.

Engage in meetings, conferences, and project team activities to enhance professional knowledge and facilitate the exchange of information necessary for fulfilling job functions.

8.

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

9. Act as a liaison between Retail branch staff and other departments to address operational issues. 10.

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

Please note that this job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee in this position. Responsibilities may change at any time with or without notice.



SUPERVISORY ROLE:
This position does not involve the supervision of employees.

WORK ENVIRONMENT:
This role is conducted in a professional office setting, 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 operate with fingers; 2) Communicate verbally, conveying detailed or important spoken instructions to colleagues or clients accurately and clearly; 3) Hear and understand normal speaking levels with or without correction, receiving detailed information through oral communication; 4) Specific vision abilities required include:
viewing a computer monitor and extensive reading.
Sedentary work may occasionally require lifting up to 10 pounds and/or moving up to 25 pounds. This role primarily involves sitting, with some walking and standing.

TRAVEL REQUIREMENTS:
Occasional travel may be necessary for training, branch visits, and company-sponsored events.

REQUIRED COMPETENCIES:
1. Communication Proficiency 2. Computer Skills 3. Customer/Client Focus 4. Deadline Orientation 5. Organizational Skills 6. Independent Judgment 7. Ethical Conduct

EDUCATION AND EXPERIENCE:


A minimum of a high school diploma is required, with an Associate Degree preferred, along with three (3) or more years of experience in administrative and sales roles. Candidates must demonstrate self-initiated project management capabilities.