Retail Operations Coach

Peoples Bank; Bowling Green (KY); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

401(k) employer match

Employee stock purchase plan

Education assistance programs

Paid vacation and holidays

Tuition reimbursement

Job summary

Peoples Bank is seeking a Retail Bank Operations Specialist to elevate operational consistency and reduce recurring issues across the Retail Business Line. You will resolve challenges, collaborate with business leaders, and embed operational excellence in day-to-day practices.

Responsibilities include proactive problem solving, cross-functional work, risk mitigation, and staff education. Significant travel and strong communication are required for success.

Qualifications

• Associate's degree or equivalent branch banking work experience.
• 3 to 5 years of experience in related banking field.
• Phone skills and maintain a professional demeanor.
• Ability to function in a fast-paced environment with close attention to detail and accuracy.
• Proven ability to identify, prioritize, and resolve operational exceptions.
• Ability to perform assigned duties with limited supervisory assistance.
• Positive and professional attitude.
• Excellent verbal and written communication skills.
• PC literacy and MS Office proficiency (Word and Excel).
• Must be a decision-maker with strong interpersonal skills.
• Experience in supervision (1–3 years) or relevant independent work.
• Understanding of retail banking operations and policy procedures across multiple states.
• Strong organizational and analytical skills; ability to coach others.
• Travel readiness with license to drive.

Responsibilities

• Will solve problems proactively and collaborate to meet deliverables within policy.
• Identify operational challenges and propose resolutions.
• Work cross-functionally to develop risk-mitigating strategies and monitor outcomes.
• Understand business processes, control structures, and risk dynamics; educate impacted staff.
• Partner with Fraud and Compliance teams to identify risks and strengthen protections.
• Maintain a risk register with high-priority threats and mitigation plans.
• Coordinate and conduct monthly and quarterly Retail Operations meetings.
• Reduce inbound escalations via clear policies, procedures, and training.
• Maintain communication with regional leaders about issues and remediation.
• Collaborate to eliminate duplication and ensure regional consistency.
• Perform special projects as assigned.

Skills

Phone skills

Attention to detail

Analytical skills

Problem solving

Interpersonal skills

Written communication

Verbal communication

Team player

Coaching others

Travel readiness

Decision making

Organizational skills

Adaptability

Customer-service mindset

Education

Associate's degree or equivalent

Tools

MS Word

MS Excel

Job description

Build Your Future Here:

Thinking of changing jobs or starting your career at a growing company with an award-winning culture? Well, you are in the right place. Join us on our journey to being the Best Community Bank in America. Our motto is Working Together. Building Success. and by joining Peoples Bank, we will work together to help you achieve your career goals, just like we help thousands of clients reach their financial goals.

Peoples Bank is one of the largest 150 banks in the United States with 130 full-service bank branches in Ohio, West Virginia, Kentucky, Virginia, Washington D.C. and Maryland. We also have Specialty Finance offices in Minnesota, Missouri and Vermont. Peoples Bank prides itself as a community bank and dedicates its resources to improving our communities. The Peoples Bank Foundation has donated over $8 million to local organizations since its inception in 2003.

We are proud to share national accolades that celebrate our company culture and recognize us as a great place to bank and work:

• American Banker Best Banks to Work For in 2021, 2022, 2023, 2024 and 2025
• Top Workplaces USA national award in 2022, 2023, 2024, 2025 and 2026
• Newsweek's America's Greatest Workplaces 2024, 2025 and 2026
• Forbes America's Best Banks 2024 and 2025
• Forbes Best-in-State Banks 2020, 2021. 2025 and 2026
• TIME's America's Growth Leaders 2026 award winner

At Peoples Bank, we know that there is more to life than work. But we also understand that the quality of the work environment and employee benefits can greatly impact an associate's life. That's why we seek to create a great benefits package for our associates including: 401(k) retirement plan with an employer match, employee stock purchase plan, various education assistance programs such as student loan and tuition paydown/reimbursement, paid vacation, holidays, and much more. For full details of our benefits offerings, please visit: peoplesbancorp.com/about-us/find-a-career/

Job Purpose:

This position will be responsible for ensuring a proactive, confident, and solutionsoriented approach to elevate operational consistency, reduce recurring issues, and drive continuous improvement across Retail Business Line. Will resolve challenges, collaborate broadly with business leaders and embed operational excellence in daytoday practices.

Job Duties:

• Will be responsible for problem solving, proactive decision making and collaboration with partners to ensure deliverables are met while adhering to policy and procedure.
• Will be responsible for identifying operational challenges, propose solutions to provide resolution.
• Work cross-functionally to develop strategies to mitigate risk and monitor progress and outcomes.
• Will be responsible for the understanding of business processes, control structures, and risk dynamics which includes coordinating education of changes to those impacted.
• Partner with Fraud and Compliance teams to identify emerging risks, educate internal teams, and strengthen client and bank protections.
• Maintain a risk register with high-priority threats and mitigation plans.
• Prepare, coordinate and conduct monthly and quarterly Universal Banker Operations Support Specialist meetings
• Reduce inbound escalations via clear operational policies, procedures, and effective training, while working closely with the policy owner.
• Maintain open communication channels with regional leaders about current issues, remediation status, and policy enhancements.
• Collaborate with cross-functional leaders to eliminate duplication and ensure consistency across regions.
• Will perform special projects as assigned.

Education, Job Skills and Qualifications:

• Associate's degree or equivalent work experience.
• 3 to 5 years' experience in related banking field.
• Phone skills (ability to troubleshoot and talk to employees through problems or customer issues over the phone) and maintain a professional demeanor.
• Ability to function in a fast-paced and challenging environment with close attention to detail and accuracy while meeting daily deadlines.
• Proven ability to identify, prioritize, and resolve operational exceptions.
• Ability to perform assigned duties with limited supervisory assistance.
• Positive and professional attitude.
• Excellent verbal and written communication skills.
• PC literacy, effective with use of MS Office Word and Excel.
• Must be a decision-maker with well-developed interpersonal skills.
• Previous supervisory or management experience (1-3 years) required or substantial experience in an individual contributor role preferred.
• Solid understanding of competition and operational concerns in the marketplace and the industry.
• Ability to work with multiple individuals within the organization and across all levels.
• Working knowledge of the Retail Bank policy and procedures, including knowledge of legal based banking procedures across all PEBO states for trusts, POAs, guardianships, etc.
• Strong organization skills.
• Strong analytical and problem resolution skills.
• Proven team player, ability to both coach others and to be coached.
• Ability to work flexible hours required.
• Significant travel required (including over-might stays) on a consistent basis throughout the footprint.
• Valid Driver's license

Basic Qualifications:

• Associate's Degree or equivalent branch banking work experience.
• 3 to 5 years of experience in related banking field.
• Significant travel required (including over-might stays) on a consistent basis throughout the footprint.
• Valid Driver's license.

Equal Opportunity Employer M/F/Disabled/Vet;