Retail Operations Support Specialist - Owensboro, KY

Independence Bank; Owensboro (KY); On-site; USD 35,000 - 52,000; Full time

Job summary

Independence Bank is seeking a Retail Support Specialist in Owensboro, KY to support location staff and leadership in improving operational performance. You will serve as the main point of contact for inquiries, issues, and policy interpretation, and you will help train staff on procedures and system use to ensure efficient, compliant operations.

The role emphasizes a strong front-line knowledge base, collaboration with locations, and ongoing process improvements to minimize risk and enhance

Qualifications

• Minimum two years of relevant experience in banking or retail operations.
• High School diploma or GED required.
• CSR Certification within 6 months of hire.
• Proficiency in Microsoft Word and Excel preferred.

Responsibilities

• Develops and maintains strong relationships with location employees.
• Acts as liaison between retail locations and Bank support areas to align goals.
• Understands retail strategies, products, services, and processes to manage risk.
• Conducts training and develops procedures for location personnel.
• Evaluates processes and implements improvements for efficiency.
• Responds to inquiries via phone and email from locations.
• Performs daily operational tasks ensuring policy and regulatory compliance.
• Handles account opening and maintenance requests.
• Assists with development of procedures, forms, and training materials for frontline retail group.
• Identifies deficiencies and training opportunities and helps implement improvements.
• Maintains knowledge of Bank products, policies, procedures, operations, and regulations.
• Participates in validation and testing of system functionality prior to implementation.

Skills

Banking knowledge

Regulatory compliance

Clerical skills

Computer proficiency

Education

High School or GED

Job description

*Position is not eligible for remote work.

Job Code
RTLOPSS

Job Family

Supervisory

Job Description Title

External

Job Summary

The Retail Support Specialist will provide subject matter expertise for location staff and leadership to improve operational performance. This position will serve as a contact for inquiries, issues, and problems concerning retail and operational policy and procedures. The Retail Support Specialist should have a solid understanding of frontline processes.

Essential Functions, Duties and Responsibilities include, but are not limited to:

• Develops and maintains strong relationships with location employees
• Acts as a liaison between the retail locations and support areas of the Bank in order to ensure a strong alignment of goals and objectives. Serves as the main point of contact for locations to assist with operational inquiries, interpreting policies and procedures, compliance reviews, and timely resolution of system issues
• Develops and maintains a strong understanding of the Bank’s retail strategies and objectives, products and services, business processes, and infrastructure to identify and manage risk exposure
• Acts as a subject matter expert for operational and compliance requirements for location personnel, including conducting training and developing procedures
• Provides ongoing evaluation of processes and procedures and recommends and/or implements improvements for efficiency
• Researches and responds to inquiries and requests via phone and email from the locations in a timely and professional manner
• Performs daily operational tasks assigned to retail support, ensuring adherence with established Bank policy and procedure and banking regulations by specified deadlines
• Performs account opening and maintenance requests as ended
• Assists with the development and update of procedures, forms, and training materials for the frontline retail group at locations
• Identifies operational deficiencies and training opportunities by tracking inquiries and escalations; assists with developing and implementing process improvements
• Maintains consistent, in-depth knowledge of Bank products and services, policies and procedures, operations, systems, and general banking regulations
• Participates in validation and testing of new and upgraded system functionality, workflows, and forms prior to implementation

Education, Experience and Qualifications

Education

Required

High School or GED

Years of Experience

Minimum

Comments

2

Two (2) years of relevant experience required

License / Certification

Required/Preferred

Description

Required

Independence Bank Customer Service Representative Certification within 6 months

Additional Qualifications

• Requires completion of Teller Fundamentals and Teller Level Up training within three (3) months
• Requires completion of CSR Foundations training within three (3) months
• Computer proficiency required; experience with Microsoft Word and Excel preferred

Core Competencies

• Knowledge of general banking practices, regulatory compliance, and financial procedures and services
• Clerical skills
• Computer competency
• Detail oriented
• Oral and written communication skills
• Complex problem solving and judgment skills

Working Conditions

Indoors, environmentally controlled. Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises.

Travel Requirements

Requirement

Frequency

Never or Rarely

Mandatory Vacation

Position requires incumbents to be off work for a minimum of five consecutive business days

Physical Requirements

• Sitting (remaining in a seated position)
  Constantly
• Standing (remaining on one’s feet in an upright position without moving about)
  Occasionally
• Walking (moving about on one’s feet)
  Occasionally
• Lifting (raising or lowering an object from one level to another)
  Never or Rarely
• Carrying (transporting an object, usually by holding it in the hands or arms or on the shoulder)
  Never or Rarely
• Pushing/Pulling (exerting force upon an object so that the object moves away or toward the force)
  Never or Rarely
• Reaching (extending hand(s) and arm(s) in any direction, such as overhead, below waist, forward or lateral)
  Never or Rarely
• Keyboarding (entering text or data using computer keyboard or 10-key numeric keyboard)
  Constantly
• Pinching/Gripping (seizing, holding, grasping, turning or otherwise working with the hand(s) or fingers)
  Occasionally
• Stooping (bending downward and forward by bending spine at the waist)
  Never or Rarely
• Squatting/Crouching (bending body downward and forward by bending legs and spine)
  Never or Rarely
• Kneeling (bending legs at knees to come to rest on knee(s))
  Never or Rarely
• Crawling (moving about on hand and knees or hands and feet)
  Never or Rarely
• Speaking (expressing or exchanging ideas by means of the spoken word to impart oral information to customers and to convey detailed spoken instructions accurately, loudly, or quickly)
  Constantly
• Hearing (the ability to hear, understand, and distinguish speech, either in person or telephonically)
  Constantly
• Near Visual Acuity (clarity of vision at approximately 20 inches or less)
  Constantly
• Far Visual Acuity (clarity of vision at approximately 20 feet or more)