Position Summary
Responsible for fostering branch employee development through a combination of operational support, coaching, and training. Provides guidance on policies, procedures, products, and systems while identifying opportunities to enhance employee knowledge and confidence. Analyzes support trends to uncover training needs, recommend learning solutions, and drive continuous improvement. Works closely with Retail Administration and Learning and Development to deliver education, reinforce best practices, and promote employee self-sufficiency, resulting in reduced support volume, improved operational consistency, and an enhanced internal customer experience.
Essential Functions
- Respond to employees inquires by phone, or email on systems/programs including, but not limited to Integrated Teller, Business Process Manager, Director, Premier Navigator, 360 View, Online Banking, and other retail applications
- Proactively serves as a liaison for the internal customer and takes ownership of employee questions. Pursues solutions on behalf of branch staff and promote employee self-sufficiency through coaching and education
- Proactively identifies and advises management of opportunities for improvement in branch staff knowledge, training, development performance and consistency
- Efficiently interprets and explains bank policies, procedures, special programs, technologies, and processes while ensuring employee understanding and retention of information. Track and analyze support trends to identify recurring questions and report them to the Learning and Development Associates for resolution.
- Participate in testing new retail systems and processes to ensure they meet operational standards and requirements. Assist in developing supporting training and communication materials as needed.
- Regularly communicate with other department of the bank to ensure alignment and effective collaboration and consistent messaging to branch staff.
- Provide guidance, coaching, and support to employees on systems, products and processes as needed, fostering a knowledgeable and competent workforce.
- Assist in identifying Retail resource documentation and training materials needed due to change in processes, policies, regulations and system enhancements
- The duties and responsibilities described are not a comprehensive list additional tasks may be assigned as necessitated by business demands. Employee Engagement: Provide exceptional service by addressing employee inquiries, resolving issues, and offering tailored solutions to ultimately enhance our customer satisfaction and loyalty, delivered through the branch network.
- May require direct interaction with customers to support operational inquiries and issue resolution.
- Partner with Retail Administration to support branch-related initiatives, operational needs, employee development efforts, and training-related projects to promote consistency and operational excellence across the branch network
- May require travel offsite locations within bank footprint.
Education
- Required Experience: Five or more years of experience in banking in a retail or operations position.
- Required Experience: Associate degree or Equivalent preferred
Knowledge, Skills, and Abilities
- Excellent oral and written communication skills
- Excellent customer service skills
- Strict attention to details and thoroughness in the completion of job duties.
- Use of critical thinking, logic, and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Teller Experience is preferred, but not required
- Knowledge of rules, regulations, policies and procedures in the financial services industry
- Ability to display an engaging, on-screen presence, positive attitude, and effective communication style through video conferencing
- Uses knowledge of operating and security procedures/systems in order to make on-the-spot decisions, including exceptions, adjustments and overrides within guidelines.
- Strong organizational skills
- Works independently and with a team
- Ability to proficiently perform a wide variety of tasks with a strong attention to detail
- Solve internal client questions and concerns with warmth and a collaborative spirit
- Cash handling experience preferred
- Excellent problem solving and interpersonal skills
Compliance
- It is the responsibility of each bank staff member and of management to adhere to policies and procedures designed to implement compliance with the laws and regulations to which the bank is subject. Each bank staff and management member shall be accountable for understanding how compliance with laws and regulations affects the performance of their day-to-day duties, for completing compliance training as assigned and for carrying out those duties in a manner to achieve compliance with those laws and regulations.
All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.
This job description is not an employment agreement or contract, implied or otherwise. Unity Bank maintains "at will" employment.
This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Unity Bank reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management''s right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise balance the workload.
Unity Bank is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.
Unity Bank commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon Unity Bank. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting Unity Bank''s human resources department.