Retail Operations Specialist II

The Retail Operations Specialist II is responsible for monitoring and testing branch policies, procedures and compliance activities ensuring operational consistency throughout the Retail Branch Network. Performs branch visits to assess compliance and resolves non conformances. Responsible for providing operational support for branch staff and internal departments on said policies and procedures. Assists in the testing and installation of branch software and hardware upgrades and participates various project teams in support of assorted bank initiatives

MAJOR RESPONSIBILITIES:

Serves as the first line of response for branch inquires for assistance with policies and procedures and other operational procedures.

• Responsible for supporting the Retail Operations Specialist Support line and email account by providing answers and guidance to operational questions.

• Assists with the research and reconcilement of teller errors and cash adjustments.

• Serves as a troubleshooter to resolve common software issues and user questions for the teller and platform systems.

• Serves as support for branches when in an offline or no power environment. Provide guidance on how to perform tasks such as branch balancing and submittance of batches to Item Processing.

Performs branch visits in support of the divisional operational assurance plan.

• Performs Retail Branch Reviews, Safe Deposit Reviews in support of the divisional operational assurance plan.

• Reviews results with members of the branch management team and works with them on corrective action.

• Performs remediation of all business account opening exceptions to ensure proper completion.

• Performs Branch Transitional Visits for new management staff and Partnership visits to provide additional support and training.

Performs assorted daily, monthly and quarterly assignments that support compliance with regulatory requirements, such as but not limited to:

• Reviews and decisions recommendations for Reg CC Exception Holds; executes customer notifications and places appropriate holds in the system.

• Monitors online dollar transactions processed by Branch Managers and Assistant Managers for reasonableness; regularly requests and documents explanations.

• Perform research and maintenance for areas such 18/65 eligible accounts, missing TIN/W8-BEN, PO Boxes at CIS level, Reg E Opt In.

• Daily CIP Exception Database; review resolution to ensure adherence to CIP requirements.

• Safe deposit maintenance, name changes, billing reconcilements and branch support with non-complex questions or customer situations.

• Performs various other reviews for inclusion in the divisional management report.

• Provides feedback to the VP, Branch Operations and/or the Retail Operations Officer on any significant operational or procedural issues whenever they are identified. Works on confidential assignments.

• Prepares and delivers training to the Retail Division as business needs dictate; i.e. new retail systems, new regulations that affect existing branch procedures.

• Participates on various project teams as required, including mergers and acquisitions. Performs other duties as requested.

Participates in technology related assignments, including but not limited to;

• Submits Technology Service Requests to initiate needed corrections to retail systems such as TellerInsight and DO/SRM.

• Participates in system upgrades of software releases by participating in team meetings, scheduling for roll out and performs extensive testing on new systems/upgrades to ensure no negative branch impact.

• Partners with Technology on troubleshooting performance issues within existing retail systems and works to develop a strategy to deploy fixes.

• Recommends software enhancement changes and works with technology to implement changes. Partners with Technology on finding and implementing enhancements.

Problem Solving

Strong decision making skills are a must; the employee needs to have the ability to balance policy and procedure with customer impact and has the authority to use discretion and make judgement calls in some circumstances. The employee must be able to work independently and proactively and possess the ability to search out appropriate information and resources in order to resolve issues. The employee must also be able to work as part of a team and cover other functions as necessary.

Education and Experience (Indicate the minimum formal education and experience the job requires. Note: The majority of jobs do not require a college degree as a minimum requirement.)

High School or equivalent

Candidates for this position should be accomplished branch employees with 3+ years of retail banking experience, with a record of strong performance. Experience with Eastern Bank teller line operations, in a supervisory capacity, and overall knowledge of platform operations is critical. Knowledge of branch applications (teller and platform systems) important. Good written and verbal communication skills are required and a working knowledge of PC word processing, spreadsheets, data base files is needed. They must be able to make sound decisions and identify discrepancies or inconsistencies when observed and report to management in a professional and sometimes discrete manner. They are required to travel between any branches in our network frequently and should be able to adapt easily to changing priorities as situations dictate. Initiative and the ability to work independently and as part of a team are desired traits for this position.

Skills/Knowledge (Include licenses, registrations or special skills, such as typing, programming languages, etc., required to perform the job.)

To perform this job successfully, the individual must have strong computer skills and be very proficient in both written and verbal communications. The individual is expected to be able to interact effectively with other departments and management. This position requires an organized self-starter who can document the results of actions taken.

Working Conditions (If applicable, please note any unusual office working conditions or non-routine schedules.)

During large projects such as upgrades, mergers or acquisitions non-standard hours may be required.