Retail Support Analyst

Job Opportunity

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written! If you are interested and qualified for this role, we invite you to apply.

The Retail Support Analyst is the first point of contact for escalation and resolution of any supported item not immediately resolved at the Financial Center office level. The Analyst directs, troubleshoots, and develops solutions related to all retail associates. This may include writing procedures, validating, and testing that policies and procedures are in place and consistently followed. The Analyst will provide education and support to retail associates around gaps encountered in financial center processes and reporting. The Analyst is responsible for making recommendations to resolve the support issues to retail associates in an efficient manner that complies with Bank Policy and Banking Regulations. The Analyst is responsible for escalating and tracking any support issue related to client service to ensure that it is handled in an efficient manner. The Analyst will be responsible for gathering and validating various operational reports for accuracy that are produced by the financial centers and other lines of business. Analysts will serve as retail support for conversion, denovos, relocations, and closures.

Essential Functions / Responsibilities

• Prioritizes and manages numerous tasks at once and respond effectively to issues that surface unexpectedly.
• Utilize Focus strategy when partnering / consulting with peers and business partners to ultimately contribute to our overall strategic plan.
• Assist in providing support to retail associates on policy and regulatory requirements and creating best practices to implement around routine operational tasks.
• Confident, strong communicator, collaborator with retail associates, partnering to develop innovative ways to change and improve upon processes with a goal of minimizing risk, improving efficiency, and improving client experience.
• Provide support to Analyst team, Consumer Bank Operations Manager, Regional Presidents, and Chief Retail Officer.
• Assist in creating processes for the department that align with the intent of supporting retail.
• Oversee the approval of different operational tasks that escalate to the Retail Support Team.
• Lead and participate in special projects as needed.

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job