Retail Experience Lead - Customer Service & Operations

Renasant Bank; Tupelo (MS); On-site; USD 52,000 - 76,000; Full time

Job summary

Renasant Bank is seeking a Senior Retail Experience Specialist to support branch teams and connect the branch with operations. You will help employees with sales, service, and operations, resolve customer inquiries, and ensure seamless delivery of products and policies across locations.

You will drive branch performance, provide product knowledge, maintain knowledge of policies, and act as liaison among internal partners.

Qualifications

• Minimum of 5 years of retail banking experience.
• Strong problem solving and quick decision making.
• Strong attention to detail and prioritization.
• Ability to interpret and apply policy.
• Experience with multiple priorities and pace changes.
• Proficient in Renasant Retail policies and related bank policies.
• Comfortable using various technology software products.

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

Customer service

Problem solving

Attention to detail

Policy interpretation

Multitasking

Technology proficiency

Education

High School diploma or equivalent

Tools

Banking software

Job description

Renasant Bank is seeking a Senior Retail Experience Specialist to support branch teams and connect the branch with operations. You will help employees with sales, service, and operations, resolve customer inquiries, and ensure seamless delivery of products and policies across locations.

You will drive branch performance, provide product knowledge, maintain knowledge of policies, and act as liaison among internal partners.