Retail Administration Analyst

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If you are interested and qualified for this role, we invite you to apply.

Manages the daily activities of a team of Retail Administration Analysts who screen incoming and outgoing calls. Leads in the creation of performance improvement initiatives and delivery of training programs. Responsible for meeting overdraft operational standards, maintaining employee service levels, improving quality service, preparing reports, maintaining professional and technical knowledge, and accomplishing organization goals. Provides support to analyst staff and provides customer service support to bank management and resolve overdraft and risk related concerns. Responsible for planning, designing and maintaining infrastructure that enables effective support of overdraft service. Promotes processing services and resolves customer support issues. Responsible for assisting in promoting the bank’s growth through profitable expansion of overdraft program, a customer service and risk management process, which includes collection of overdrafts and accounts with negative balances. The Analyst Supervisor is first point of contact for all customer service complaints regarding overdraft and directs, troubleshoots, and develops solutions related to internal and external clients. This may include writing procedures, validating, and testing that policies and procedures are in place and consistently followed. The Analyst Supervisor is responsible for making recommendations to resolve support and overdraft issues in an efficient manner that complies with Bank Policy and Banking Regulations. They are responsible for escalating, tracking, and assisting in resolving any support issue related to overdraft and client concerns and ensure that it is handled in an efficient manner.

Essential Functions/Responsibilities

• Monitors technical problems and corrects deficiencies, monitors processing systems for efficient utilizations. Provides technical support by establishing procedures to allow for timely response to user or customer needs.
• Provides training to analyst staff; develops standard procedures; develops training guidelines including compliance related concerns; and keeps customers informed of changes in operating methods.
• Determines eligibility for program based on predetermined criteria by reviewing list of new accounts, adds or removes accounts as they become eligible or ineligible for the program.
• Interviews applicants to development information regarding overdraft program; explains appropriate options; evaluates factors relating to approval process; obtains and exchanges credit background (if applicable) and payoff information within authorized limits and according to laws.
• Responsible for increasing or retaining existing accounts in cooperation with business development program; completes tracking and measurement to record individual sales performance and business development attainment versus stated goals.
• Greets customers and prospective customers, promotes the expansion of overdraft products and services by explaining the benefits and answering questions; provides friendly, direct customer service.
• Assists in resolving customer complaints; calls on accounts and prospective customers to develop new business and maintain goodwill.
• Actively participates in bank promotions by selling and cross-selling various products and services when dealing with customers and prospects; actively participates in community, civic and philanthropic organizations/projects so as to enhance the bank’s visibility and promote a positive image; and presents a professional appearance and attitude at all times.
• Makes collection calls or sends letters to delinquent accounts at specified intervals to control loan losses and expenses and maintain an acceptable rate of return; coordinates overdraft program activities within bank policy, closes accounts in overdraft status; identifies accounts to be charged off; contacts credit bureau; maintains records; researches departmental records and prepares a variety of reports.
• Reviews current and ongoing issues to determine customer needs and potential resolution to re-occurring issues, recommends processing changes, and requires strong intrapersonal communication skills both verbal and written.
• Oversees daily processing to ensure accuracy and efficiency; assures all work is performed satisfactorily and on schedule: coordinates the departmental activities with overall policy and compliance laws.
• Oversee the approval of different operational tasks.
• Responds to questions from customers and assists in resolving customer complaints; provides education, training and guidance to call center staff and customers regarding Operations services; develops and conducts follow-up to ensure customer satisfaction; maintains measurement system to track processing as needed.
• Provides backup to Retail Administration Manager and other analyst staff.

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job

• Minimum of four years of banking and operations experience is required.
• High school diploma or General Education Degree (GED).
• Requires strong relationship skills, above average verbal and written communication skills and effective listening skills.
• Advanced knowledge of banking industry regulatory guidelines/policies and procedures, risk, and compliance with the ability to make sound judgment decisions, as needed.
• Requires the ability to provide training and assistance to sales efforts of others and to effectively identify, explain and obtain acceptance of concepts which may involve controversial issues or represent significant change.
• Ability to coach, communicate effectively, and provide feedback to direct reports and partners.
• Ability to make and accept responsibility for judgments and decisions within a semi-standardized technological environment. Probable errors may be multiple or continuing in nature, and could significantly affect profitability, client relationships and company image. The expense of correcting such errors and/or rehabilitating clients could seriously impact short term earnings.
• Proficient in using Microsoft Office (i.e., Word) with high-level skills in Microsoft Excel and ability to analyze and interpret data to make recommendations.

Preferred Knowledge and Skills

• Associate or Bachelor’s Degree.

Level of Complexity and Scope

• Executes specified, routine tasks that can range from straight-forward to moderately complex.

Degree of Independence and Decision-Making

• Follows established practices and procedures when analyzing situations or data from which answers can be readily obtained.
• Works on issues of limited scope.

Required Supervisory Responsibilities

• Directly supervises Retail Administration Analystteam.
• Contributes to department’s productivity through own work product.
• Interacts daily with subordinates and other functional peer groups (i.e., financial center employees, operations employees)
• Assigns tasks and monitors work at frequent intervals while maintaining the workflow of the team.
• Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees, addressing complaints and problems; training and functional guidance to users and clients.

Physical Requirements

Compliance Statement

The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

Benefits

We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing. Please review our Benefits Guide. 

Incentive Eligibility

All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.

It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.

We are an E-Verify Employer.