Retail Operations Coordinator

Job Title

Essential Duties/Responsibilities Provides operational and administrative support to the Director of Retail Operations and the branch network by researching and resolving questions related to retail operations, policies, and procedures; escalates matters requiring leadership review. Coordinates and monitors branch cash and ITM/ATM operations, including cash ordering, vault documentation, balancing requirements, opening/closing procedures, service requests, and related member service processes, identifying discrepancies and escalating unresolved issues. Serves as the primary operational and back-office contact for ITM/ATM matters, including branch and Digital Sales support, balancing and outage research, training coordination, service ticket management, equipment/software records, issue tracking, Active Teller service coordination, and vendor communications; escalates configuration decisions and unresolved technical matters to the appropriate leader or technical resource. Coordinates with cash and ITM service providers regarding service requests, maintenance, deliveries, pickups, equipment issues, and scheduling; escalates unresolved or complex issues to the Director of Retail Operations. Supports the implementation, conversion, deployment, relocation, and upgrade of ITMs, systems, equipment, applications, and workflows, including scheduling, documentation, vendor coordination, readiness tracking, transaction and workflow testing, on-site coordination, and post-implementation follow-up. Monitors branch compliance with established operational procedures; supports branch and operational-control reviews by organizing documentation, compiling findings, identifying discrepancies and recurring issues, maintaining action plans, and reporting outstanding items and improvement opportunities to Retail Operations leadership. Assists with the development, implementation, and communication of retail operational policies, procedures, forms, logs, checklists, and training materials; provides or coordinates related training for branch staff on cash operations, ITM/ATM procedures, and balancing requirements. Prepares, maintains, and distributes departmental and operational reports covering service, cash, balancing, vendor, equipment, control, risk, and procedural information; monitors trends and outstanding issues; coordinates with Quality Assurance and Business Intelligence as appropriate; provides timely, accurate information to leadership for review and decision-making. Maintains accurate departmental records, trackers, spreadsheets, logs, and vendor information, including hardware/software inventories, service histories, upgrade records, and equipment status for all ITM/ATM units. Coordinates meetings, training sessions, vendor activities, and related communications, ensuring appropriate follow-up and documentation. Supports Retail Operations projects and process improvements by identifying opportunities to improve efficiency, consistency, accuracy, controls, and the use of retail technology; assists with requirements gathering, workflow documentation, testing, and changing communications. Establishes and maintains effective working relationships with branch personnel, management, internal departments, and external vendors to facilitate timely resolution of operational matters.

Qualifications Bachelor's degree in Business, Finance, Accounting, or a related field; an equivalent combination of education, training, and relevant experience will be considered in lieu of a degree. Five years of progressively responsible experience in operations, branch support, cash operations, financial services, or a comparable regulated environment. Working knowledge of financial institution regulations, branch operational controls, and risk-management practices relevant to cash handling, transaction processing, records, and ITM/ATM operations. Working knowledge of operational systems such as core transaction processing, lending workflows, appointment scheduling, cash recyclers, ITMs/ATMs, or comparable applications. Experience using service ticketing tools, operational reporting systems, and ITM/ATM applications. Experience supporting retail banking, credit union, lending, or ITM/ATM operations specifically preferred Experience with MoniManager or a comparable ITM/ATM management platform preferred Strong analytical, problem-solving, and judgment skills. Strong organizational skills, attention to detail, and the ability to manage multiple priorities and deadlines. Proficiency in Microsoft Word, Excel, PowerPoint, email, and internet applications. Strong written and verbal communication skills for working with branch staff, leadership, internal partners, and vendors. Key Behaviors for Success Demonstrates sound judgment, critical thinking, and problem-solving skills when evaluating operational, member service, and ITM-related issues, identifying underlying concerns, and developing effective solutions. Effectively manages multiple priorities by organizing workload, focusing on critical objectives, meeting deadlines, and maintaining accuracy and follow-through. Communicates clearly and professionally, in writing and verbally, with branch personnel, leadership, internal departments, team members, and external vendors. Builds and maintains positive, professional working relationships and collaborates effectively across diverse teams and perspectives. Maintains a strong member-service mindset and considers the member experience when supporting operational processes and enhancements. Demonstrates initiative, adaptability, and accountability in a fast-paced environment, recommending solutions and maintaining follow-through. Supports change management and stakeholder communication during system implementations and process transitions. Demonstrates commitment to departmental goals and key performance indicators related to branch and ITM/ATM operations.

Travel Required Yes. This position requires regular travel to branches and other organizational