Retail Coordinator

Job Description

Description:

The Retail Coordinator position reports to the Retail Banking Officer. Responsibilities include the overseeing the day-to-day retail operations and retail sales for the branch. This includes ensuring that the branch operates within all Bank policies and procedures and that Universal Bankers provide the professional, courteous, efficient, and accurate service to all bank customers and prospects. Responsibilities include scheduling, supervising, and providing work direction to Universal Bankers.

The Retail Coordinator is a working supervisor and will be responsible for performing customer service functions, training, coaching, and mentoring staff, handling any complex customer concerns, and holding a team responsible for sales goals defined by management.

Additionally, this person will ensure that retail staff are trained to provide customers with information about other bank products and services in order to cross-sell those products to customers.

The Retail Coordinator will be involved in retail marketing promotions and assist in other programs designed to attract new customers to the bank while continuing to deepen the relationships with existing customers.

ACCOUNTABILITIES:

Administration: 10%

Assists in the development of policies, procedures, manuals, and supporting documentation to accomplish consistency in all retail functions.

Communicate and provide training to Universal Bankers on any new and/or revised policies and procedures.

Knowledge of any and all applicable compliance regulations and the ability to apply and enforce said regulations in day-to-day operations.

Coordinates and reviews daily BSA reports.

Customer Service: 50%

Supports the branch by providing retail services for customers.

This position will be that of a working supervisor and will be required to support customers with their retail banking and consumer lending needs, including but not limited to acting as the vault custodian, servicing, and balancing the ATM, opening new accounts, assisting customers with IRAs, and prospecting for consumer loans.

Responsible for ensuring customer inquiries are handled promptly and accurately. Exercises discretion and judgment in handling customer problems and complaints. Approves checks, deposits, withdrawals, and other transactions according to bank policies and procedures.

Ensures that customer service procedures are consistently followed by all Universal Bankers and that Universal Bankers are properly trained and held accountable for customer service expectations.

Maintains mastery knowledge of all online and mobile banking products. Has the ability to trouble shoot common questions and concerns.

Supervision: 20%

Responsible for the management of Universal Bankers and to provide feedback on Universal Bankers’ performance.

Ensures proper scheduling of the branch in order to cover peak customer traffic periods.

Assists in the development and training of Universal Bankers on any and all applicable job functions.

Sales: 15%

Supports the overall sales effort. Direct sales goals may be established by management for such items including but not limited to IRAs, consumer loans, and consumer checking accounts.

Assists with individual sales goals and in the transition to a sales environment.

Participates as part of various retail product campaigns the bank initiates.

Has a working knowledge of the bank’s products and services and be able to refer customers to appropriate departments within the bank for service. This may include but is not limited to trusts, mortgages, and commercial loans.

Other: 5%

As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.

Active in our local community.

COMPETENCIES:

Adaptability:

Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.

Attention to Detail:

Regard for important details to ensure accuracy in every transaction performed, detect errors, and follow through on corrections.

Customer Orientation:

Responds sensitively to the needs and priorities of the customer. Recognizes and takes appropriate action to meet the customer’s needs. Establishes an effective working relationship with customers to gain their respect and loyalty.

Management:

Must be able to manage staff. This will include employee hiring, training, motivation, and monitoring performance against established standards.

Must be able to manage and prioritize his/her own work and delegate to support staff as appropriate

Mathematical Skills:

Possesses the ability to perform basic mathematical calculations. Those include the understanding of the relationships of numbers and how to perform calculations for teller work.

Oral/Written Communication:

The ability to express thoughts and ideas in a clear and concise manner, both orally and in written form to a variety of audiences and to all levels of staff.

Sales Skills:

The potential to understand and effectively apply selling techniques to open, develop, and close a sale.

Must be able to create interest in a product and actively cross-sell other products and services.

Negotiation Skills:

Must understand the concepts of negotiating as it pertains to selling financial service products. Must be able to develop a “win-win” approach to problem solving with customers.

Technology

Must be comfortable using bank products specifically the online banking and mobile banking. Must be able to assist customer with common questions.Requirements:

EDUCATION AND SPECIAL REQUIREMENTS:

Four-year degree or significant related business experience and 3-5 years Teller/CSR experience. Preference for previous supervisory experience. Must be able to work under stress and handle difficult situations. This job requires skills needed in a typical office environment. This includes Microsoft Word and Excel skills, communications skills, as well as utilization of office equipment.

LANGUAGE SKILLS

Ability to read, analyze, interpret, and implement regulations and laws, general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, policy, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and/or problems and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license required for travel to Bank offices, training sessions, customer meetings, Bank and community meetings, etc. Ability to speak a foreign language helpful but not required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and depth perception.

Must be willing to work in excess of 40 hours per week and on some weekends as required.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate.