Retail Operations & Support Lead: Elevate Customer Experience

Fsbwa; Aberdeen (WA); On-site; USD 3,312,000 - 4,636,000; Full time

Benefits offered by this job

Full medical coverage

Dental and vision coverage

401K matching program

Paid sick and vacation time

Job summary

1st Security Bank is seeking a Retail Operations Specialist to support branch operations, ensure compliance, and enhance service delivery across the retail network. You will work with the VP Retail Operations Manager and guide branch teams on procedures and regulatory requirements.

The role emphasizes collaboration, training, and process improvement, with travel to different locations and a strong focus on customer experience and integrity.

Qualifications

• At least five years’ experience within a financial institution is preferred.
• Strong knowledge of retail banking products, services, and operational procedures.
• Proficiency with banking systems and writing skills.
• Thorough knowledge of all regulations.
• Knowledge of the Bank Secrecy Act and Anti-Money Laundering policies, procedures and related programs.
• Must possess a valid driver’s license.
• Must be bondable.

Responsibilities

• Partners with branches to ensure they are prepared for operational audits by assisting Retail Development with onboarding and development for branch assistants and operations and sales managers.
• Support and assist Retail Quality Assurance and IRA/HSA teams as needed.
• Meets weekly with management to review updates on assigned tasks, Retail’s strategic initiatives, branch performance, and department wins and opportunities.
• Review branch operational reports to identify trends, mitigate risk and recommend areas for improvement.
• Assists with implementing, updating and communicating, updates of operational procedures and forms.
• Ability to identify weaknesses in current bank processes in order to improve operational efficiencies and the customer experience.
• Ability to multitask and prioritize job responsibilities as required while maintaining organization.
• Leads by example by owning the customers experience for internal and external customers.
• Self-starter with the ability to work under minimal supervision.
• Professional oral and written communication skills and timely follow-up when corresponding with employees and customers.
• May assist in approving timecards, system authority changes, business documentation exceptions, overdrawn account extensions, and other routine operational requests.
• Travel to 1st Security Bank locations to meet coverage, training, and operational needs.
• Adheres to 1st Security Bank’s Core Values, policies and procedures.
• Supports management decisions and goals in a positive, professional manner and always represents the bank with a high level of integrity.
• Performs other duties as assigned.

Skills

Banking systems proficiency

Writing skills

Regulatory knowledge

Tools

Banking systems

Job description

1st Security Bank is seeking a Retail Operations Specialist to support branch operations, ensure compliance, and enhance service delivery across the retail network. You will work with the VP Retail Operations Manager and guide branch teams on procedures and regulatory requirements.

The role emphasizes collaboration, training, and process improvement, with travel to different locations and a strong focus on customer experience and integrity.