Retail Support Specialist

Wilson Bank & Trust; United States; On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

All-inclusive total compensation

Personal days & sick time

Employee Assistance Program

Job summary

Wilson Bank & Trust is seeking a Retail Support Specialist to guide retail staff on operations, policies, and procedures. You will respond to inquiries, collaborate across teams, and help resolve complex issues to ensure smooth service.

The role requires a high school diploma or GED, plus 2 years of related experience or equivalent. Proficiency in MS Office and strong communication are essential.

Qualifications

• Required: High school diploma or GED.
• Preferred: 2 years of experience in a related role.
• Bank experience in deposit or branch operations is preferred or an equivalent mix of education and experience.
• Proficient with Microsoft Office and able to learn new software.
• Strong verbal and written communication skills.
• Excellent interpersonal and active listening abilities.
• Proven critical thinking and analytical skills.
• High integrity, professionalism and work ethic; commitment to service excellence.

Responsibilities

• Provide guidance, information, and solutions regarding retail operations, policies, and procedures.
• Respond to inquiries, requests, and issues promptly and professionally.
• Prioritize issues and collaborate with teams to resolve complex problems.
• Identify root causes, implement changes, and track results.
• Maintain records of inquiries and resolutions with accurate documentation.
• Promote process improvements and efficiency across areas.
• Act as administrator for global systems affecting retail offices and customers.
• Prepare monthly reports and additional reports as needed.
• Maintain knowledge of bank products, services, policies, and procedures, especially deposit-related.
• Collaborate with Learning & Development to educate staff and ensure PolicyTech content is current.
• Deliver training materials and programs in partnership with policy owners.
• Support a high standard of service to foster positive team member experiences.
• Use feedback to improve team satisfaction and support processes.
• Communicate releases/builds, test for compliance, and coordinate with external vendors for retail systems.
• Stay updated with policy content and system usage.

Skills

2 years of experience in related role

2 years of previous bank experience in

MS Office proficiency

Effective verbal and written

Excellent interpersonal skills

Active listening

Critical thinking

Integrity and professionalism

Commitment to service excellence

Multitasking

Time management

Customer interaction skills

Willing to work Saturdays

Self-motivation and enthusiasm

Education

High school diploma or GED

Job description

Retail Support Specialist

LOCATION: Lebanon, TN

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. If you're looking for a career where purpose meets opportunity, and where your contributions truly make a difference, Wilson Bank & Trust is the place for you.

ABOUT US

Working at Wilson Bank & Trust means joining a purpose-driven organization where community impact and professional growth go hand in hand. The commitment to serving communities is matched by dedication to supporting employees-through recognition, rewards, and opportunities to grow. Inside our walls, you'll find a workplace that reflects the same trusted reputation we've built since the beginning. Collaboration and servant leadership are at the heart of everything we do, creating an environment where talent is valued and service is elevated. Your voice matters here-feedback drives decisions on workplace flexibility, transparency, and strategic priorities.

ABOUT THE POSITION

The Connective Force Picture yourself as the lifeblood that ties everything together-the communicator, the problem-solver, the bridge between operational teams. In these roles, you handle urgent calls, craft solutions, and ensure that every signal flows correctly so customers receive the right answers at the right time. You're the one who steps in when things get tough, the superhero who keeps the mission on track. If you love variety, collaboration, and the occasional customer interaction, this is your stage. You'll work across teams, solve challenges with a smile, and make sure the entire organization moves as one.

POSITION SUMMARY

The Retail Support Specialist supports retail staff and other team members by providing guidance, information, and solutions regarding retail operations, policies and procedures. This position responds to inquiries, requests, and issues in a timely and professional manner and collaborates with relevant teams to resolve complex issues and elevate when necessary. The Retail Support Specialist communicates releases/builds as needed, initiates system development efforts, tests to verify compliance and collaborates with external vendors on systems used by retail staff. This position collaborates with Learning & Development in the creation and delivery of training materials and programs for team members and works with policy owners to ensure PolicyTech content is current and accurate. The Retail Support Specialist reports to the Retail Support Manager and provides excellent customer service to team members and customers while demonstrating the Company's values and supporting the mission.

POSITION DUTIES AND RESPONSIBILITIES

• Supports retail staff and other team members by providing guidance, information, and solutions regarding retail operations, policies and procedures
• Respond to inquiries, requests, and issues in a timely and professional manner.
• Prioritize issues appropriately.
• Collaborate with relevant teams to resolve complex issues and elevate when necessary.
• Work diligently to identify root causes and solutions to issues or concerns, implement changes as necessary and track results.
• Maintain records of inquiries, issues, and resolutions, ensuring accurate documentation
• Identify opportunities for process improvements and efficiency enhancements that can benefit multiple areas
• Serve as administrator to various global systems and programs impacting retail offices and customers
• Maintain monthly retail office reports and prepare additional reports as needed
• Maintain knowledge of the bank's products, services, policies, and procedures, especially focused on all aspects of deposit products, documentation, and servicing, as well as Electronic Banking
• Collaborate with Learning & Development in the creation and delivery of training materials and programs to educate employees regarding cross-functional processes and procedures
• Maintain a high standard of service to promote positive team member experiences.
• Utilize feedback to assess team member satisfaction levels and make continuous improvements to the support process.
• Communicate releases/builds as needed, initiate system development efforts, test to verify compliance, and collaborate with external vendors on systems used by retail staff
• Collaborate with policy owners to ensure PolicyTech content is current and accurate
• Support team members regarding content and utilization of PolicyTech
• Assist with safe deposit box procedures including quarterly past due reporting, annual audits and drills, and annual reporting of unclaimed property
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications and establishing personal networks
• Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program
• Attend training as requested
• Perform other duties as assigned

REQUIRED QUALIFICATIONS

• High school diploma or GED
• 2 years of experience in related role preferred
• 2 years of previous bank experience in deposit or branch operations preferred or equivalent combination of education and experience
• Proficient with Microsoft Office suite with the ability to learn new software
• Effective verbal and written communication skills
• Excellent interpersonal skills and active listening
• Critical thinking and analytical skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Ability to multitask
• Ability to work independently while demonstrating excellent follow through
• Demonstrate flexible and efficient time management and ability to prioritize workload and meet deadlines
• Ability and willingness to work with purpose and a strong sense of urgency
• Self-motivated, positive, and enthusiastic
• Self-starter with a strong desire to exceed expectations and capable of supporting a team
• Maintain confidentiality discretion
• Ability to interact with customers and employees in a friendly and professional manner
• Ability to effectively work in collaboration with others to achieve business objectives
• Must be able to work flexible and extended hours, including Saturdays
• Willing to grow and be challenged

COMPREHENSIVE BENEFITS & RECOGNITION

• We believe success should be acknowledged and celebrated.
• That's why we offer an all-inclusive total compensation package, including generous ATO, personal days, sick time, along with unique offerings such as the ability to combine accrued time with short-term disability for 100% pay, and more.
• Our Employee Assistance Program and Employee Care Fund provide additional support when you need it most.
• We celebrate achievements through peer-nominated award ceremonies and an interactive digital rewards platform, ensuring employees' contributions are recognized companywide.

GROW WITH US

Grow With Us is more than a slogan-it's an invitation. Whether partnering with local schools to teach the next generation hands-on financial life lessons through School Bank, exploring diverse career paths through our Banker Academy Program, or investing in yourself through our Employee Stock Purchase program, you'll find opportunities tailored to your interests and ambitions while working for WBT. We invest heavily in development through mentorships, workshops, banking schools, and certifications because when our people grow, our customers thrive. Wilson Bank & Trust is more than a just a bank-we're a community-focused, people-first organization committed to supporting both our customers and our employees. As an independent, community-based bank, we combine big-bank resources with hometown service, creating a workplace where you can build meaningful relationships, grow your career, and make a real impact every day.