Overview Small enough to care. Big enough to deliver. This position is an intermediate-level Retail Operations role which will focus on support to frontline retail team members and other bank personnel with a retail impact. Will carry out daily support duties including acting as a technical liaison troubleshooting issues with retail platform systems. This position provides procedure and policy support ensuring operational soundness. Collaboration with other departments is necessary to ensure adherence to compliance and regulations along with performing coordinating communications and departmental reporting and participating in projects. Responsibilities + Performs daily support to retail frontline staff and maintains service standards during the day. + Support retail processes, procedures, policies, and systems used by branch staff. + Acts as a technical liaison to trouble shoot and resolve problems with retail platform systems used by branch staff. + Uses complex problem-solving skills to assess the support request, determine appropriate follow up or resolution and communicate effectively in a written or oral response. + Involving and escalating to team leader as necessary. + Works with branch staff to ensure adherence to Retail procedures and policies. + Involving and escalating issues appropriately to other departments as needed. + Maintains and updates support system categories, subcategories, priorities, service levels and escalations for the department KPI Tracker. + Ensures automations and rules are established to maximize our support opportunities. + Coordinates implementation of updates to support system as needed. + Performs administrative tasks assigned to Retail Operations Department. + Works with other departments that have retail impact maintaining interdepartmental collaboration. + Participates in procedure and form creation, review, or updates to ensure compliance to regulations, laws, and efficient processes. + Maintains and updates internal department resources and procedures. + Assists in preparation or review of retail resources and procedures. + Participates in projects that have a retail impact focusing on improvement efforts to identify and implement efficiencies. + Performs administration tasks or maintenance requests for various retail systems. + Obtain necessary approvals from supervisors for access requests. + Obtain necessary approvals from Retail Operations Support Officer or Retail Operations Team Leader prior for non-user access related requests. + Strong working knowledge in deposit account opening and servicing to act as a primary support contact. This will include responding to basic or complex account questions, acting as liaison to the bank’s BSA and Deposit Operations departments, and independently making risk-based exceptions. + Strong working knowledge in handling teller transaction and transaction processing to act as a primary support contact. This will include responding to inquiries for all transaction types, their process, or related policies. + Strong working knowledge in retail branch operations to act as a primary support contact. This also includes conducting quarterly reviews of branch certifications and annual retail branch visits according to schedule both to ensure operational soundness. Escalating issues as appropriate to branch management, operational management, and Audit. + Attends internal trainings that have a retail impact. + Performs other duties as assigned. Qualifications + High school degree or equivalent with some related work experience. + At least 5 years of experience in a retail banking frontline role is required. + Experience in a bank operations role is beneficial. The Perks! + Competitive base compensation with additional performance-based incentives (incentives vary depending on role) + Career development and c ontinuous learning opportunities + Paid Time Off, Paid Holidays, Parental/Grandparent Leave, and more + 100% vested 401(k) Retirement Plan with company match + Medical, Dental, and Vision insurance + Flex spending plan & Health savings accounts with employer contribution + Student Loan Debt Reduction Program + Employee Stock Ownership Plan + Employer provided group life insurance with option to purchase additional life insurance for you and your family members + Employer provided long term and short term disability insurance + Additional Insurance options to meet your personal needs: Critical Illness and Accident insurance, and Hospital Indemnity + Wellness Program + Free banking services and other financial services discounts + Take Your Dog to Work Day in June + Employee Rally Day- a day of celebration and recognition ! RISE stands for Retention, Innovation, Support, and Empowerment. Through RISE we aspire to create and sustain a culture of respect and belonging that is reflected in the workplace and the communities we serve. Let's build something great, together. Location : LocationUS-IA-Iowa City StatusNon-Exempt TypeFull-Time CityIowa City StateIA Hours Per Week40 Benefits PackageYes - Full Time Package Location : Address 2500 South Clinton Street