ESSENTIAL RESPONSIBILITIES

• Assist in developing, coordinating and conducting one-on-one training of retail staff on bank applications, products and/ or procedures for Client Experience Bankers and Client Experience Officers.
• Support and assist to Retail Associates with new account openings, problem resolution, and research as needed.
• Critical role of audit and review of various Quality Control reports as assigned by SVP Director of Client Support. This includes but not limited to Document Exceptions, Account Ownerships, Debit Card Audits, Rate Exceptions, Operational Reports, Safe Deposit Boxes, Teller Outages, Etc.
• Develop and maintain a strong working knowledge of all relevant Bank products and services. Assist in product enhancements, recommendations or changes as assigned by SVP Director of Client Support.
• Collaborate with Quality Control and/or BSA to assist in the resolution and remediation of any new account exceptions and trends, CTRs, and possible fraud risk, etc.
• Critical Role in assisting in the daily servicing role of our clients. This includes, but not limited to support calls, tickets, Horizon XE, EFT, Mobile Banking deposits, ATM deposit verification, Branch Cash Orders, etc.
• Assist in creating and maintaining training manuals and aids, documentation, policies, procedures and recurring education requirements for retail staff.
• Manage, coordinate and supervise the operational reviews of all offices in each market.
• Perform, review and update various GL outages, ATM Cash Suspense, ATM Diebold information, ATM transactions.
• Complete other duties as assigned.

ADDITIONAL RESPONSIBILITIES OR DETAILS

ESSENTIAL SKILLS, EDUCATION AND EXPERIENCE

• This position requires completion of a Bachelor’s degree or a minimum of an Associate of Arts degree with equivalent experience.

• Minimum five-year prior retail banking experience preferred

• Excellent interpersonal, communication, organization and attention to detail required.
• Expert knowledge of Word, PowerPoint and Excel desired.
• Excellent administrative, time management, data management and communication skills.
• Requires adaptability and dependability. 
• Ability to self-direct and make decisions based on policy and procedures
• Ability to work independently in a time sensitive environment, prioritize and organize workload, multi-task, adapt quickly to change, manage time and resources to ensure work is completed efficiently and within established time frames.

WORK CONDITIONS

• Working conditions are normal for an office environment which includes sitting, standing and working on computers for extended periods of time. 
• Work may occasionally require evening work with very limited travel, if any.

This description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the associate to perform, as the Company may deem appropriate.