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PeoplesBank · 1 day ago

Retail Operations Specialist

West Hartford, CT

Full-time

Hybrid

Mid Level

$58K/yr - $63K/yr

3+ years exp

PeoplesBank is the largest mutually chartered bank in Western Mass and Northern Connecticut, committed to green values and community engagement. The Retail Operations Specialist plays a vital role in ensuring the seamless functioning of Banking Centers, serving as a liaison between Retail Administration and frontline teams while focusing on operations, security, fraud prevention, and compliance.

BankingFinancial ServicesInsuranceVenture Capital

Responsibilities

Conduct comprehensive banking center reviews to identify operational, security, and compliance issues, delivering real-time coaching and tracking trends to drive performance improvements. Escalates policy violations and performance concerns to leadership for resolution

Analyze operational data from daily interactions and site visits to uncover key insights. Continuously updates Retail and VideoBanker procedures and provides detailed visit summaries to support ongoing training and strategic decision-making

Serve as a trusted operations partner to banking centers, offering expert guidance on core systems, account management, legal documentation, and transaction processing. Ensures consistent application of policies and swift resolution of errors

Monitor cash levels across banking centers, collaborating with teams to maintain optimal balances and recommending adjustments to meet operational standards

Oversee regional compliance with operational, security, and regulatory procedures to ensure successful internal and external audits. Partners with Internal Audit and Retail leadership to address findings and implement preventative strategies

Respond swiftly to fraud incidents, providing immediate support and guidance to mitigate risk and protect customers and the bank

Act as a liaison between banking centers and departments such as Deposit Operations, Electronic Banking, BSA, Risk Oversight, and Facilities - ensuring timely resolution of cross-functional issues

Deliver Approval and Authority Training for all newly hired Retail associates, reinforcing operational standards from day one

Represent Retail Administration in cross-functional project teams and leads operational efforts for new or closing banking centers within the assigned region

Manage user access reviews and annual compliance assessments for FDICIA, GLBA, and Disaster Recovery within the Retail department

Maintain deep expertise in PeoplesBank’s core systems, hardware/software platforms, and Retail procedures to support operational excellence

Complete all required compliance training and adhere to federal, state, and bank regulations, policies, and CARE standards

Perform additional duties as assigned to support Retail Administration and banking center success

Qualification

Banking regulatory knowledgeAnalytical skillsCustomer service skillsMicrosoft Office SuiteDetail orientedCommunication skillsTime managementProblem-solving skillsCollaboration skillsConfidentiality

Required

Bachelor's degree (B.A.) from a four-year College or University or a minimum of three to five years banking-related experience and/or training; or equivalent combination of education and experience

This position requires National Mortgage Licensing System (NMLS) registration; and ability to obtain said license after a period to be determined by decisionmaker. Must be able to successfully complete the registration process, which includes, but is not limited to, undergoing a criminal background and credit check and must remain in compliance with the NMLS license regulations and rules

This position requires driving for work; and which includes but is not limited to possession of a valid driver's license, undergoing driving record check and maintenance of acceptable driving record

Excellent verbal and written communication skills

Highly organized and detail oriented with strong time management and multitasking skills

Self-directed with the ability to demonstrate professionalism, adapt and achieve results while working under the pressures of shifting priorities in a dynamic and agile environment

Understanding of banking regulatory matters and procedures for proper operation

Ability to perform various banking procedures and operations

Ability to develop and implement strategies

Excellent analytical and problem-solving skills

Advanced customer service skills

Demonstrated ability to effectively collaborate and interact with all levels of associates

Extensive knowledge and required acknowledgement of regulations including but not limited to: Reg CC, Reg DD, Privacy, Security, BSA, Fair Lending, CIP, Reg E

Ability to maintain a high degree of confidentiality and professionalism

Ability to successfully work and travel to bank and branch locations in MA and CT as needed and assigned

Proficient with Microsoft Office Suite and other banking software programs