Retail Operations Specialist

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, we are proud to lead the way in green values, sustainable energy financing, and charitable giving. Our commitment to operating in the best interest of our customers is matched by our dedication to fostering an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as the Best Place to Work and Best Local Bank . Join our team of dedicated and innovative individuals and be a part of our dynamic, successful organization. Let's make a difference together!

Summary :

As a Retail Operations Specialist, you'll play a vital role in ensuring the seamless functioning of our Banking Centers throughout Massachusetts and Connecticut. Reporting to the VP of Retail Administration, you'll serve as a strategic liaison between Retail Administration and frontline teams-delivering expert analysis and support in operations, security, fraud prevention, and compliance. This dynamic role involves regular travel to regional locations, fostering collaboration with banking center associates, and contributing to key administrative and project initiatives. This role is based out of our Executive Office in Holyoke MA with significant travel to our branches.

Essential Duties and Responsibilities :

• Conduct comprehensive banking center reviews to identify operational, security, and compliance issues, delivering real-time coaching and tracking trends to drive performance improvements. Escalates policy violations and performance concerns to leadership for resolution.
• Analyze operational data from daily interactions and site visits to uncover key insights. Continuously updates Retail and VideoBanker procedures and provides detailed visit summaries to support ongoing training and strategic decision-making.
• Serve as a trusted operations partner to banking centers, offering expert guidance on core systems, account management, legal documentation, and transaction processing. Ensures consistent application of policies and swift resolution of errors.
• Monitor cash levels across banking centers, collaborating with teams to maintain optimal balances and recommending adjustments to meet operational standards.
• Oversee regional compliance with operational, security, and regulatory procedures to ensure successful internal and external audits. Partners with Internal Audit and Retail leadership to address findings and implement preventative strategies.
• Respond swiftly to fraud incidents, providing immediate support and guidance to mitigate risk and protect customers and the bank.
• Act as a liaison between banking centers and departments such as Deposit Operations, Electronic Banking, BSA, Risk Oversight, and Facilities - ensuring timely resolution of cross-functional issues.
• Deliver Approval and Authority Training for all newly hired Retail associates, reinforcing operational standards from day one.
• Represent Retail Administration in cross-functional project teams and leads operational efforts for new or closing banking centers within the assigned region.
• Manage user access reviews and annual compliance assessments for FDICIA, GLBA, and Disaster Recovery within the Retail department.
• Maintain deep expertise in PeoplesBank's core systems, hardware / software platforms, and Retail procedures to support operational excellence.
• Complete all required compliance training and adhere to federal, state, and bank regulations, policies, and CARE standards.
• Perform additional duties as assigned to support Retail Administration and banking center success.

Education and Experience :

Certifications Requirement :

Skills Required :

Computer / Technical Skills :

Work Environment and Physical Demands :

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.