Retail Operations Specialist

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The Retail Operations Specialist, as a member of the Retail Operations team that supports the frontline in processing of all branch's transaction channels, is responsible for performing a wide variety of operational duties in a high-volume deadline driven environment. The Retail Operations Specialist serves as a resource for all Retail operational areas and assists in the verification of processes and applications; receives and handles escalated inquiries from employees and assists the Retail Operations Managers with the workload duties as assigned.

Essential Duties and Responsibilities

• Acts as a first-line resource for verification of regulatory tasks performed by retail associates.
• Receives and handles inquiries from employees throughout the retail footprint, resolving problems, ensuring supervisor agrees with non-routine resolutions.
• Assists the Retail Operations Managers with workload duties to help ensure the workflow is processed timely and efficiently; examines work in progress to ensure accuracy and timeliness and communicates any issues to the supervisor; recommends changes or alternate ways in processing methods to improve operating efficiency and service levels.
• Interfaces between the supervisor and associates as the designated subject matter expert (SME) for the unit; the Retail Operations Specialist would have mastery level knowledge on most job processes within the operational unit.
• Performs assigned special projects.
• Responsible for providing back up to other Retail Operations Managers as requested by the supervisor.
• Reviews Reg CC holds and Non-Reg CC holds placed by branches daily, and makes corrections as needed.
• Verifies and assists with removal of CIP Exceptions and missing document exceptions.
• Reviews Loan documentation and tickets
• Performs new account and file maintenance verification.
• Assists with BSA account closure process.
• Assists with cleanup of outdated alerts on accounts.
• Assists with creation of various reports and dashboards.
• Maintains detailed records on all work responsibilities as required.
• Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.
• Performs other duties and responsibilities as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Skills

• Ability to lead the work of other associates.
• Ability to perform tasks quickly and accurately.
• Ability to operate in a team environment to accomplish shared goals.
• Ability to solve practical problems and interpret a variety of instruction provided in written and/or oral form.
• Ability to read and interpret documents such as procedures manuals, general business correspondence and/or journals or government regulations.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations, to customers, clients and other employees in the organization.
• Ability to maintain effective interpersonal relationships with management and team members.
• Ability to function in a multi-task team environment, strong organizational and time management and verbal and written communication skills

Education and/or Experience

• Some college/university experience or an Associate degree preferred, and
• Three plus years of related experience required; banking operations and/or customer service experience preferred.

Computer Skills

• MS Office programs

Other Qualifications (including physical requirements)

• Knowledge of related state and federal banking compliance regulations, and other Bank operational policies.
• Excellent understanding of the front-to-back process workflow and the impact of the function's activities on the downstream process.
• Ability to perform repetitive work on a daily basis and as majority of expected duties.

Other

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice.

Skills Training:

• Communication, Customer Service, Bank Products and Services, Telephone

Equal Employment Opportunity Information: Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications.