Retail Support Specialist - Santa Rosa, United States - Exchange Bank

Description

** Retail Support Specialist**

**Job Category****:** Branch Banking **Requisition Number****:** RETAI002159 Showing 1 location **Job Details**

**Description**

**POSITION SUMMARY:**

Provide daily support for 18 Sonoma County branches, SVP Retail Delivery Group Manager, VP Customer Experience Manager, and SVP Business Development. Major Job duties include escalated branch problem solving, data tracking, event planning/coordination/execution, meeting coordination and support, customer overdraft product management, and Customer Experience software administrator.

ESSENTIAL FUNCTIONS:

Administrative Support: 40%

? Serve as a key support partner for SVP/VP level officers in their implementation and execution of their assigned strategic/performance objectives. Including research, tech support, correspondence, customer follow-up, data collection/analysis/corrections.

? Maintain a high level of confidentiality in completing projects involving other employees or customers of the Bank. Projects may include copying or scanning personal and confidential documents, as well as, typing documents that include confidential and proprietary information.

? Plan, coordinate, communicate, and execute meetings, conferences and special events including agendas and presentation materials.

? Provide general clerical support to Branch Banking staff including drafting memos, letters and responses as requested.

? Create Power Point presentations.

? Design creative pieces, i.e. awards, announcements, etc.

? Procure prizes for sales and other promotions.

? Perform a variety or routine clerical support functions as required (mail, timecards, supply stocking, etc.)

Overdraft Privilege: 30 %

? Generally monitor the matrix accounts daily to identify potential loss/risk to the Bank. Complete charge-offs for matrix and overdraft branch accounts.

? Post overdraft charge-off and recovery entries to the general ledger.

? Sort and mail overdraft privilege letters daily.

? Review and complete system reports.

? Respond to internal requests for overdraft matrix information or maintenance.

? Assist customers with complex overdraft situations and make decisions to help assist the customer.

? Provide telephone support for customers including callbacks, responding to inquiries, solving problems, and suggesting bank products and services as appropriate.

? Answer customer inquiries and assist with both routine and more complex banking needs.

Customer Experience: 30%

? Serves as an administrator of the Customer Experience Management software.

? Partners with management across the organization to create relevant feedback reporting.

? Design and publish CX dashboards for the organization.

? Analyzes and interprets VOC data and works with the CX subcommittee to develop and provide recommendations and process improvement for the organization.

SUPERVISORY RESPONISIBILITIES

None

MINIMUM QUALIFICATIONS

Core Job Specific Competencies:

? Attention to Detail: Accomplishes tasks through concern for all areas involved; shows concern for all aspects of the job; accurately checks for processes and tasks and follows up in a timely manner with appropriate persons.

? Accuracy / Quality: Achieves high standards of work processes and outcomes; completes tasks with a concern for all the details involved; monitors and checks work for precision, clarity, and completeness; produces quality results.

? Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.

? Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.

? Dependability: Makes self-available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.

? Flexibility/Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.

? Prioritization/Time Management: Assesses multiple tasks or issues which are competing for a limited amount of time or resources and determines the order in which each will be addressed; sets priorities, goals, and timetables to achieve maximum productivity; tracks both completed and incomplete activities.

? Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.

Knowledge, Skills and Abilities:

? Thorough knowledge of branch operations.

? Thorough knowledge of bank teller and new accounts operations.

? Knowledge of modern office methods, practices and procedures.

? Knowledge of events management practices.

? Basic knowledge of State and Federal banking regulations.

? Skills operating a personal computer including Microsoft Office, Act, Point and banking software.

Physical Requirements:

? Ability to stand, bend, stoop, sit, walk, twist and turn.

? Ability to lift up to 25 pounds occasionally.

? Ability to use a computer keyboard and calculator.

? Work environment is indoors, majority of the time is spent sitting at a desk.

Education and Experience:

A combination of education and experience equivalent to a Junior College degree; and knowledge typically gained through a minimum of two years experience in a branch.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)