Retail Experience Lead - Branch Services & Support

Renasant Bank; Tupelo (MS); On-site; USD 60,000 - 80,000; Full time

Job summary

Renasant Bank in Tupelo, MS is seeking a Senior Retail Experience Specialist to join the Retail Experience and Customer Delivery team. You will support branch staff, answer inquiries, and help with sales, service and operations across multiple locations to deliver seamless customer experiences.

You will build strong product knowledge, collaborate with partners, and guide employees through account openings, transactions and policy applications while maintaining high standards of service.

Qualifications

• Minimum of 5 years of retail banking experience.
• Strong problem solving and decisive thinking to improve customer experience.
• Attention to detail and ability to prioritize customer and business needs.
• Ability to interpret and influence policy.
• Ability to handle multiple priorities and adapt to changing pace.
• Comfort with a variety of technology software products.
• Proficient in Renasant Retail policies and related bank policies.

Responsibilities

• Drive retail branch performance and seamless customer experiences in a support team environment by assisting employees with a very broad and challenging range of financial services.
• Assist employees with navigating account opening, processing transactions, reviewing documentation and other time sensitive, customer focused responsibilities by providing timely responses and solutions.
• Develop and maintain a wide range of knowledge regarding bank products, policies, and procedures to influence the execution of core routines and processes consistently across all retail branches; essential functions include audits, controls, new accounts, document review and other retail branch responsibilities.
• Collaborate with line of business partners to create seamless customer experiences including operations, the retail branch, learning & development and other internal financial services teams; facilitate connections amongst these internal partners; maintain a working knowledge of each area and their accountabilities.
• Seek to enhance the customer experience by providing feedback to internal partners on products, policies and procedures while advocating for both our internal and external customers; apply an understanding of both customer and business needs by working closely with partners to drive operational excellence.
• Serve as the first point of contact for employees who bank at Renasant:
• Assist with their financial services specifically with account opening
• Perform any needed account Maintenance
• Answer questions on products and services available to employees
• Respond with a sense of urgency and intentionality to employees seeking assistance with customer inquiries, product, policy, and procedural questions using a variety of different communication channels; provide performance tracking and other business analytics to better understand the needs of the branch employees and proactively identify solutions
• Perform various system, process and control testing activities to mitigate unnecessary risk and support change management initiatives throughout the organization
• Leverage training manuals, tools, policies and procedures, and other resources to provide appropriate guidance to employees
• Review, maintain and update retail resources as need
• Perform other related duties as assigned

Skills

Problem solving

Decision making

Attention to detail

Policy interpretation

Multi-tasking

Technology proficiency

Banking knowledge

Customer focus

Education

High School diploma or equivalent

Job description

Renasant Bank in Tupelo, MS is seeking a Senior Retail Experience Specialist to join the Retail Experience and Customer Delivery team. You will support branch staff, answer inquiries, and help with sales, service and operations across multiple locations to deliver seamless customer experiences.

You will build strong product knowledge, collaborate with partners, and guide employees through account openings, transactions and policy applications while maintaining high standards of service.