Carol Carbaugh

The Sr Retail Operations Administrator provides support to the Community Banking Offices on operational related issues and works with internal partners to provide resolutions. They are responsible for creating and updating existing procedures related to Retail functions, and providing feedback to Retail leadership related to customer experience. This position provides processing, consulting and training of IRAs.

Retail Operations

• Research, test, write and distribute new and existing business task procedures relating to Community Banking Office and Retail Operations functions.
• Obtain feedback around issues related to servicing customers and work with Retail Operations Officer and internal departments to resolve issues and improve efficiency.
• Act as subject matter expert maintaining an in-depth knowledge of all IRA and Community Banking Office functions.
• Assume ownership of developing procedures and process guidelines and training for IRAs within Retail Operations
• Provides consultation to employees for IRA account opening, maintenance and processing
• Partner with various Departments to support IRA and Retail Operations initiatives
• Understand and comply with IRA and Federal Banking Regulations
• Thorough understanding of all Community Banking roles, their designated responsibilities and the procedures needed to support Community Bank Office Staff and external customers for Retail Operations & IRA functions during the hours of business operations.
• Perform Quality Control Review of documents, utilizing appropriate reports to maintain audit standards
• Conduct monthly Retail Connection calls with all Retail Staff to ensure consistent communications
• Partner with the Retail network, Customer Service Center and Compliance to research and resolve customer complaints
• Design, develop and implement departmental projects as assigned by the Retail Operations Officer
• Complete Branch balancing daily, researching any errors and provide assistance to the branch in any error corrections
• Monitor Community Banking Offices cash levels and manage the weekly cash order/shipments
• Identify and track recurring areas of question or operation deficiencies, identify strategies for improvement and work with support departments to automate tasks and improve efficiency
• Assist with testing of Core Operations Systems Release Updates
• Monitor and maintain all Retail ancillary service programs i.e. Deluxe, Notary, Armored Service, Medallion Stamp, etc.

Retail Support and Service

• Provide operational support to Community Banking Offices during banking hours as scheduled. Work with other departments to provide resolutions as needed
• Research, test, write and distribute new and existing business task procedures relating to Community Banking Office and Retail Operations functions
• Assist with full site audits the next business day following large cash differences

Retail Policy

• Review Retail policies and develop procedures, recommend revision as necessary, and update policies accordingly for board approval
• Maintain a working knowledge of compliance and regulations related to Retail operations and provide support to Retail staff

• Cultivate community relationships by participating in Bank sponsored events
• Based upon business needs, may generate consumer loan applications and assist customers through the entire process. Lending certification is required inclusive of completing internal training and MLO compliance requirements
• Demonstrate good judgement, problem solving and decision-making skills
• Remain adaptable to policy, procedure, department structure and overall company changes and environment
• Demonstrates high level proficiency when opening consumer and business accounts, performing account maintenance, problem resolution

• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Received car loan, home loan, and other payments and posted to accounts.
• Provided customers with appropriate literature on banking products and services.
• Mentored newly hired team members on appropriate responses to patron questions.
• Created teller schedule to keep weekly and weekend shifts properly staffed.
• Replenished ATM funds in empty canisters prior to validation process.
• Answered inquiries regarding checking and savings accounts and other related products.
• Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
• Recognized and prevented fraudulent activities and suspicious transactions.
• Managed daily bank operations by processing customer transactions and providing exceptional customer service.
• Mentored and trained new tellers on bank procedures and customer service standards.
• Introduced customers to other bank team members to help meet financial needs.
• Enforced compliance with bank regulations and policies to reduce financial risks.
• Executed wire transfers, stop payments and account transfers.
• Referred customers to other banking departments for specialized services.
• Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
• Processed wide variety of retail banking transactions for personal and commercial customers.
• Established rapport with new clients to increase satisfaction and loyalty.
• Cross-sold credit cards, loans and other bank products.
• Counted, verified and handled bank deposits and armored car transactions.
• Processed applications for new accounts.

• Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
• Processed customer transactions promptly, minimizing wait times.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Educated customers on use of banking website and mobile apps.
• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Maintained accurate records of customer transactions in line with bank procedures.
• Maintained friendly and professional customer interactions.
• Received loan and utility payments, sending funds to correct destinations.
• Trained new hires on customer service policies and procedures.
• Arranged monies received in cash boxes and coin dispensers according to denomination.
• Assisted customers with banking needs and inquiries.
• Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
• Counted, verified and handled bank deposits and armored car transactions.