Retail Service & Development Specialist - Midtown, Anchorage

At Northrim Bank, our vision is to be Alaska’s premier bank and employer of choice. We are looking for professional and knowledgeable employees who take pride in their work. We believe in providing value for our customers and communities.  

Employee Benefits:

• Medical, Dental and Vision insurance, including FSA (Flex Spending Account)
• Paid Time Off to include select paid holidays
• Retirement Benefits with generous 401K match

Some Other Favorite Employee Benefits Include

Paid Parental Leave, Education Assistance, Employee Assistance Program, Employee Wellness Program and much more!

Position Summary

The Retail Service & Development Specialist is a primary contact and support for all Branch and Department employees regarding Retail Sales & Service (RSS) issues, requests for exception approval and problem solving solutions, as well as answers to complex questions and concerns that cannot be solved through regular channels. This position also serves to further develop talent by organizing, facilitating and delivering training initiatives and programs to improve employees’ overall sales and customer first service skills and productivity.   

The following duties are intended to provide a representative summary of the major duties and responsibilities and ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional duties. 

Essential Duties and Responsibilities

1. Work with management to develop and maintain procedures to increase Branch growth, customer satisfaction, operational efficiencies, and employee productivity that comply with current and proposed banking rules and regulations.
2. Evaluate processes/procedures that may need revision based on risk to the Bank or its financial position.
3. Assist with ensuring Branches and RSS achieves satisfactory audit results, to include regular/reoccurring in-branch procedural observations through scheduled quarterly Branch visits.  
4. Deliver service quality efforts to ensure Customer First Service standards are maintained with appropriate levels of training, staff awareness and recognition throughout the Branches.
5. Ensure follow-up communication is provided within established guidelines to employees/customers ensuring the highest level of customer satisfaction/experience occurs.
6. Consult and train Bank personnel as requested to ensure better understanding of policies and procedures. Provide technical guidance, exception approvals, and/or risk review to employees.
7. Further develop training/skills for Branch staff through support and guidance towards tools/resources awareness/usage and increased level of Branch staff self-management and customer one-touch resolution. 
8. Ensure assigned RSS tasks/responsibilities are reviewed, completed and/or reconciled as directed by Accounting, Audit, and/or RSS department management with ongoing evaluation of task methods to produce maximum efficiency.
9. Assist with management of IRA and HSA products, online training and ensuring the Bank adheres to ongoing IRA/HSA regulatory updates.
10. Provide support within RSS department for all projects and business plan initiatives, to include assistance as an in-branch Trainer. 
11. Complete online, written and in-person compliance training within established timeframes.
12. Other duties as assigned.

Qualifications 

Education

• High School Diploma or equivalent.

Experience

• Five years of financial institution Branch experience in core system transaction processing procedures, new accounts and Retail Sales, Service operations.
• Two years of employee training experience. 
• Equivalent combination of education and/or experience that fulfill the requirements of the position may be considered.
• Related military education/experience may be used as a substitute for education or work experience.

Knowledge & Communication Skills 

• Excellent written and verbal communication, and strong presentation skills. 
• A thorough knowledge of banking procedures, government regulations and compliance requirements as they apply to retail banking sales & service operations.
• Ability to communicate/guide employees to self-management and self-discover resolutions and solutions through tools/resources awareness/usage. 
• Demonstrated ability to quickly under