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Retail Operations Administrator

Ephrata National Bank
1 day ago
Full-time
On-site
Ephrata, Pennsylvania, United States
$47,500 - $68,400 USD yearly

Pay Transparency

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Benefits

Additionally, as part of our Total Rewards program, Ephrata National Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; health savings account and/or flexible spending account; dependent care flexible spending account; dental and vision insurance; life insurance; 401(k) program with employer match and Employee Stock Purchase Plan; paid time off programs including holiday pay, jury duty, and bereavement; disability insurance coverage and maternity and parental leave; educational assistance and a robust wellness program with financial incentives.

To learn more about your potential eligibility for these programs, please visit About | Careers | Benefits | Ephrata National Bank.

Position Summary:

The Retail Operations Administrator provides support to the Community Banking Offices on operational related issues and works with internal partners to provide resolutions. They are responsible for creating and updating existing procedures relating to Retail functions, and providing feedback to Retail leadership related to customer experience. This position provides backup to the Retail Operations Officer when necessary.  


The Retail Operations Administrator role will be based out of our Ephrata, PA or Elkton (Fair Hill), MD location.  The position will have remote working capabilities in a hybrid capacity once the employee is fully trained, acclimated and meeting performance expectations of the role.  

 Essential Functions:

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provide support to Community Banking Offices on all operational related issues and work with other departments to provide resolutions.
  • Research, test, write and distribute new and existing business task procedures relating to Community Banking Office and Retail Operations functions.
  • Obtain feedback around issues related to servicing customers and work with Retail Operations Officer and internal departments to resolve issues and improve efficiency.
  • Collaborate with the Retail Operations Officer to assess, monitor, and develop processes with a focus on improving efficiency within the Community Banking Office network and interactions with other support departments within the bank.
  • Develop and maintain strong communication link to Community Banking Offices and the Customer Service Center.  
  • Conduct monthly Retail Connection calls with all Retail Staff to ensure consistent communication.
  • Partner with the Retail network, Customer Service Center and Compliance to research and resolve customer complaints.
  • Design, develop and implement departmental projects as assigned by the Retail Operations Officer.
  • Perform Quality Control Review of documents, utilizing appropriate reports/sytems to maintain audit standards.
  • Complete Branch balancing daily, researching any errors, and provide assistance to the branch in any error correction.
  • Monitor Community Banking Offices cash levels and manage the weekly cash order/shipments.
  • Identify and track recurring areas of question or operational deficiencies, identify strategies for improvement, and work with support departments to automate tasks and improve efficiency.
  • Assist with testing of Core Operating Systems Release Updates.
  • Monitor and maintain all Retail ancillary service programs ie. Way Delivery, ENB Notary, Deluxe, Brinks, Medallion Stamp, etc.
  • Provide balancing and error resolution for Cash Recycler (TCRs) discrepancies. 
  • Provide operational support to Community Banking Offices during banking hours as scheduled Work with other departments to provide resolutions as needed.
  • Research, test, write and distribute new and existing business task procedures relating to Community Banking Office and Retail Operations functions.
  • Periodically work in Community Banking Offices as a Customer Solutions Specialist to maintain retail skills and knowledge.   
  • Obtain feedback around issues related to servicing customers and work with Retail Operations Officer and internal departments to resolve issues and improve efficiency.
  • Assist with full site audits the next business day following large cash differences.
  • Help identify opportunities to improve efficiency
  • Review Retail policies and develop procedures, recommend revisions as necessary, and update policies accordingly for board approval.
  • Maintain a working knowledge of compliance and regulations related to Retail operations and provide support to Retail staff.


 Required Education and Experience:

  • 2-4 Years of relevant experience.
  • Bachelor’s degree or equivalent experience.
  • Strong business decision making skills.
  • Strong verbal communication skills.
  • Strong planning and organization skills.
  • Thorough knowledge of bank products and services.
  • Strong PC understanding and demonstrated skills using Microsoft Word, Excel, Adobe Editor, and PowerPoint.
  • Thorough understanding of balancing and tracking techniques.
  • Understanding of core and interfaced systems.

Competencies:

  • ENB Operational and Functional Competencies

Supervisory Requirements:

This position has no supervisory responsibilities.  

Work Environment:

This job operates in a professional work environment.   This role routinely uses standard office equipment such as computers, monitors, mouse, keyboard, phones, printers, scanners, photocopiers, filing cabinets, calculator, and fax machines.  

Physical Demands:

Ephrata National Bank promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees.  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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.  This position may require long periods of standing.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work vary based on the needs of the department. After hours and Saturday availability are required.   Flexibility of schedule to meet business needs is required.

Travel:

 

This position requires regular travel between Community Banking Offices and periodic overnight travel.

 

EEO Statement: 

Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. It is the policy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic applicable under law. The bank complies with all relevant federal, state, and local laws, as well as, all regulations regarding nondiscrimination.  

This job description reflects management’s assignment of essential functions and position responsibilities. Nothing in this job description restricts the bank’s rights to assign or reassign duties and responsibilities to this job at any time. The employee is expected to adhere to all of Ephrata National Bank’s procedures and to act as a role model in the adherence to bank polices.