Senior Retail Experience Specialist

Overview

The Senior Retail Experience Specialist works closely with other retail employees to provide exceptional internal customer service in a support team environment and acts as a liaison between the branch and operations team as part of the Retail Experience and Customer Delivery team.  The Senior Retail Experience Specialist works across multiple areas of the bank to ensure that ultimately the internal and external customer is served.  The Retail Experience Specialist is responsible for assisting employees with sales, service, and operational functions including customer inquiries, troubleshooting customer issues, and providing product knowledge and guidance on various policies and procedures. In alignment with the organization’s vision, mission, core values, behaviors, and business objectives, this position directly impacts the customer experience and drives overall retail branch performance and seamless customer experiences.

 

RENASANT BANK IS AN EQUAL OPPORTUNITY EMPLOYER

Responsibilities

• Drive retail branch performance and seamless customer experiences in a support team environment by assisting employees with a very broad and challenging range of financial services
• Assist employees with navigating account opening, processing transactions, reviewing documentation and other time sensitive, customer focused responsibilities by providing timely responses and solutions
• Develop and maintain a wide range of knowledge regarding bank products, policies, and procedures to influence the execution of core routines and processes consistently across all retail branches; essential functions include audits, controls, new accounts, document review and other retail branch responsibilities.
• Collaborate with line of business partners to create seamless customer experiences including operations, the retail branch, learning & development and other internal financial services teams; facilitate connections amongst these internal partners; maintain a working knowledge of each area and their accountabilities
• Seek to enhance the customer experience by providing feedback to internal partners on products, policies and procedures while advocating for both our internal and external customers; apply an understanding of both customer and business needs by working closely with partners to drive operational excellence
• Serve as the first point of contact for employees who bank at Renasant:
  • Assist with their financial services specifically with account opening
  • Perform any needed account Maintenance
  • Answer questions on products and services available to employees
• Respond with a sense of urgency and intentionality to employees seeking assistance with customer inquiries, product, policy, and procedural questions using a variety of different communication channels; provide performance tracking and other business analytics to better understand the needs of the branch employees and proactively identify solutions
• Perform various system, process and control testing activities to mitigate unnecessary risk and support change management initiatives throughout the organization
• Leverage training manuals, tools, policies and procedures, and other resources to provide appropriate guidance to employees
• Review, maintain and update retail resources as need
• Perform other related duties as assigned

Qualifications

• High School diploma or equivalent
• Minimum of 5 years of retail banking experience
• Ability to solve problems and make decisions quickly and effectively to positively impact the business and the customer experience
• Strong attention to detail and ability to prioritize customer and business needs
• Ability to confidently interpret and influence policy
• Ability to effectively handle multiple priorities and adapt effectively as business needs and pace changes
• Comfortable using a variety of technology software products
• Ability to handle more complex questions and issues
• Proficient in Renasant Retail policies for sales, service and operations in addition to the correlation with other bank policies

Physical Demands

 

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus.

 

Work Environment

 

The Bank’s professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and propriety information within the working environment, therefore, must uphold confidentiality at all times. Due to the possibility of being exposed to high risk situations (i.e. robbery), detailed instructions and procedures are required to be followed at all times to safeguard the Bank’s employees, customers, and assets.

 

 

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. The principal duties and responsibilities enumerated are all essential job functions except for those that begin with the word “May”.

 

This job description is intended to describe the normal level of work required by the person performing the work. The principle duties outlined are the essential responsibilities and duties.  Other duties may be assigned as needs arise.  Job requirements and/or processes may be modified to reasonably accommodate persons with a disability as required by law.

 

This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description.