Retail Operations Specialist

Join TBK Bank! At TBK Bank, a subsidiary of Triumph, we're a team of passionate, driven, collaborative, solutions-minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK means striving for excellence, while delivering with humility. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals. Position Summary: The Retail Operations Specialist will perform support duties of a complex and diverse nature requiring some independent analysis. The person will be responsible for collaborating with team members to develop or update all written policies, procedures, and user manuals in support of key department initiatives. The Retail Operations Specialist must be technically proficient with using tools creating content in an accelerated, timeline oriented environment. The types of procedures and job aids will vary, so it’s important to have the ability to absorb and comprehend a large volume of material, and then simplify it in to easy-to-follow steps so users can recognize the impact and more readily assist customers. ESSENTIAL DUTIES & RESPONSIBILITIES Create, edit and format moderately complex manuals, materials, or other documentation related procedures and policies. Update policies, procedures and user guides as deemed necessary and in accordance with the review schedule. Adhere to established knowledge management writing and voice of TBK Bank guidelines. Support the development and review of retail banking disclosures to ensure clarity, compliance, and consistency. Facilitate and/or participate in functionally aligned meetings with business owners and stakeholders as needed. Compile meeting decks and facilitate meetings, ensuring they run smoothly, stay organized, and achieve intended outcomes. Maintain the intranet’s document library or repository database. Lead and coordinate self-directed projects, maintaining accountability for outcomes and deadlines. Oversee and produce Retail Operational Reports, which include but are not limited to: Teller Transactions, Compliance Training and Retail Performance Reports. Produce research necessary to implement projects. Cultivate and maintain strong partnerships with Regional Managers, Deposit Operations and Branch Operations, creating a natural bridge between sales, service and operations. Attend meetings to ensure awareness of organizational priorities, advise peers on trends within assigned region or business area, and collaborate with peers to support strategic goals. Review audit results and performance reports. Conduct root cause analysis for areas requiring improvement and develop and implement solutions. Perform merger, acquisition and conversion support activities. Work on Conversion Teams; validating accounts, training team members as needed for projects. Perform BCP and vendor management for respective region or function. Create and maintain the Retail Calendar, ensuring key dates and deliverables are tracked and communicated. Able to perform daily tasks during periods of high volume. Continue professional development through training, seminars, certifications, and membership in professional associations, as applicable. Perform duties in compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act (BSA) and related anti-money laundering laws, and in accordance with the Bank’s Information Security Program. Compile Branch Information Packets on a monthly basis and distribute them to branches. Responsible for Retail Operations Support communication and gathering information from business owners. Gather feedback from the retail teams and Operations team members to improve procedures and enhance operational effectiveness. Engage in cross-departmental meetings, ensuring alignment and progress across teams. Perform other duties as assigned. EXPERIENCE & EDUCATION Minimum 5 years of experience in retail banking or financial services operations. Associate’s degree required; Bachelor’s and/or management experience preferred. Comprehensive knowledge of consumer compliance regulations. SKILLS & ABILITIES REQUIRED Detail-oriented with strong organizational skills Able to lead and influence teams across geographical locations. Proven ability to exercise informed judgement in complex situations. Ability to work independently and manage multiple priorities. Evidence of a strong work ethic, detail orientation, and organizational skills. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Excellent communication skills are required, both written and verbal. Must be able to travel 25-50% to branch locations and to future acquisition locations. WORK ENVIRONMENT The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Moderate noise (i.e. business office with computers, phone, and printers, light traffic). Ability to work in a confined area. Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary. While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone. Specific vision abilities are required by this job due to computer work. Light to moderate lifting is required. Regular, predictable attendance is required. We offer Medical, Dental, Vision, Paid Time Off, 401k and much more. Go on. Do it. Apply Today! OUR BUSINESS Triumph is a financial and technology company focused on payments, factoring, intelligence and banking. We are pioneering solutions that serve the transportation industry. Through the Triumph brand, our customers gain unrivaled efficiency, transparent and secure transactions, and improved access to working capital. Through TBK Bank, we provide personal and business banking solutions that strengthen local communities and fortify our transportation business. We create value by driving businesses and communities of all sizes toward the future. We are proud to be an equal opportunity employer and we do not discriminate in recruitment, hiring, training, promotion, or other employment practices on the basis of age, race, gender, color, religion, national origin, disability, sexual orientation, veteran status, or any other basis that is prohibited by federal, state or local law. As a member of the Triumph team, you’re at the heart of an innovative, forward-thinking company that values collaboration, creativity and continuous learning. You’re not just an employee — you’re part of a team shaping the future. Being part of Triumph means striving for excellence while delivering with humility. OUR CORE VALUES Our long-standing core values are based on sound business practices and biblical principles. They flourish in our culture which helps our team members thrive, our customers succeed and our communities prosper. We commit ourselves to: Transparency Respect Invest for the future Unique is good Mission is more than money People make the difference Humility FOCUS ON SERVING OTHERS At Triumph, we strive to do the most good in the areas of greatest needs through our philanthropic endeavors. Our philanthropic vision is centered on four areas: Advocating for safety and justice Providing access to basic needs Supporting families Transforming communities