Full Time Retail Support Specialist, Corporate

GENERAL DESCRIPTION OF POSITION

As a member of the Retail Support team, the Retail Support Specialist is proficient in all areas of Retail. These areas include but are not limited to the essential functions (ITM balancing, new accounts, teller functions, audits, and controls) of running a Retail Branch to back-office support with ongoing RMS reviews along with indexing and maintaining all Retail documents in FAB&T's document management system. Continually cross-trains with other Retail Operations associates to assist during peak times and/or as needed. Reviews existing and new processes to ensure completion is done in the most efficient manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Understands the mechanics of running a branch and of a Remote CSR position in order to support all the essential functions proficiently with support from the Retail Support Supervisor.

2. Receives calls from Retail associates and Remote CSRs when support is needed; utilize training documentation, procedures, and job aids to provide appropriate guidance; determine if the support request needs to be escalated to Tier 2 level support.

3. Reviews and maintains Retail documents indexed to the document management system as set in the Retail Operations procedure manual.

4. Reviews and maintains information entered to the Relationship Management System (RMS) to ensure information is entered in uniform manner as set in the Retail Operations procedure manual.

5. Reviews new accounts opened, and file maintenance completed on existing accounts. Communicates with coworkers or Retail associates as needed to verify information.

6. Works with Retail associates to resolve issues regarding discrepancies in scanned documents, and on customer's records updated or added to RMS.

7. Performs TIN matching with IRS on all appropriate customers as defined in the Retail Operations procedure manual.

8. Provides exception tracking to all Retail associates and Retail Management on key areas as defined by Retail Management.

9. Communicates with available resources including Compliance, IT Department, Retail Management and outside software support to help find solutions for any areas of concern.

10. Reports any operational performance concerns of Retail Branch associates and Remote CSRs associated with daily activities and support calls received.

11. Perform any other related duties as required or assigned.

PHYSICAL ACTIVITIES

While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to sit, reach with hands and arms, use hands to finger, handle, or feel; occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; and color vision.

ADDITIONAL INFORMATION

Understands and adheres to all compliance issues, attend training as required related to this position, including but not limited to the Bank Secrecy Act, Privacy Act, US Patriot Act and Security. Thorough understanding of item processing operations. Preferred knowledge of Horizon Customer Database. Required to work overtime as needed. Shift schedule may change to accommodate workload.