Retail Support Analyst
We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!
If you are interested and qualified for this role, we invite you to apply.
The Retail Support Analyst is the first point of contact for escalation and resolution of any supported item not immediately resolved at the Financial Center office level. The Analyst directs, troubleshoots, and develops solutions related to all retail associates. This may include writing procedures, validating, and testing that policies and procedures are in place and consistently followed. The Analyst will provide education and support to retail associates around gaps encountered in financial center processes and reporting. The Analyst is responsible for making recommendations to resolve the support issues to retail associates in an efficient manner that complies with Bank Policy and Banking Regulations. The Analyst is responsible for escalating and tracking any support issue related to client service to ensure that it is handled in an efficient manner. The Analyst will be responsible for gathering and validating various operational reports for accuracy that are produced by the financial centers and other lines of business. Analysts will serve as retail support for conversion, denovos, relocations and closures.
Essential Functions/Responsibilities
• Prioritizes and manages numerous tasks at once and respond effectively to issues that surface unexpectedly
• Utilize Focus strategy when partnering/consulting with peers and business partners to ultimately contribute to our overall strategic plan.
• Assist in providing support to retail associates on policy and regulatory requirements and creating best practices to implement around routine operational tasks.
• Confident, strong communicator, collaborator with retail associates, partnering to develop innovative ways to change and improve upon processes with a goal of minimizing risk, improving efficiency, and improving client experience
• Provide support to Analyst team, Consumer Bank Operations Manager, Regional Presidents, and Chief Retail Officer.
• Assist in creating processes for the department that align with the intent of supporting retail.
• Oversee the approval of different operational tasks that escalate to the Retail Support Team.
• Lead and participate in special projects as needed.
Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job
• 5-7 Years minimum
• Prior Banking or Operations experience
• Strong Customer Service Experience
• Strong Word and Excel knowledge
• Advanced Knowledge of Teller and Platform system
• Associates or Bachelor Degree preferred
• Professional Certifications, as applicable
• Strong Leadership skills with highest skill set and considered a "go to" person in the department.
• Ability to make sound judgment decisions as it pertains to Banking guidelines and policies/procedures.
• Advanced knowledge of banking industry regulatory guidelines, risk, and compliance
• Strong written and verbal communicator. Ability to effectively communicate with peers, partners, clients and retail associates both professionally and interpersonally.
• Proficiency in using Microsoft Office, Advanced skills in Microsoft Excel.
• Ability to analyze and interpret data and make recommendations.
• Strong knowledge of policies, systems and equipment to respond quickly and accurately to retail associate troubleshooting needs
• Ability to coach and provide feedback to peers and business partners.
• Regulatory, risk, and compliance knowledge and ability to communicate effectively with peers, partners, and retail associates
Preferred Knowledge and Skills
Level of Complexity and Scope
• Moderately complex. Refers issues of higher complexity to senior associates.
Degree of Independence and Decision-Making
• Follows established guidelines.
• Some independent decision making, and receives minimal guidance
• Uses expertise to advise branch staff
Required Supervisory Responsibilities
• None
Physical Requirements
• Occasionally lifts and carries up to 50 lbs
• Occasionally stands and walks
• Frequently sits
• Travel required
Benefits
We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing. Please review our Benefits Guide.
Incentive Eligibility
All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.
It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.
We are an E-Verify Employer.
