Retail administration analyst

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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.

Job Description

Essential Functions/Responsibilities

• Gathers pertinent documentation to clear consumer bank exceptions; follows through with all completed requirements/gathering of data associated with the ordering of the executable loan documents from appropriate in-house department or legal counsel for all loan exceptions.
• Responsible for working closely with manager(s) regarding maturing reports and consumer bank exceptions.
• Focuses on overall bank relationship for customers to include loan and deposit relationships.
• Initiate activities to resolve and correct any compliance-related exceptions, deficiencies, or violations disclosed during a regulatory examination or compliance review.
• Gathers, tracks and analyzes data collected to provide analysis regarding the success of overall programs and processes, ultimately alerting management of process or program deficiencies.
• Maintains a current understanding of the integration of the platform system with the core system and make recommendations for necessary changes to improve the customer service experience in our branches and with lenders without compromising compliance.
• Performs compliance testing assessments to validate processes and procedures.
• Adds, removes accounts, provides maintenance, produces and mails letters, initiate and respond to phone calls, complaints, questions, and inquiries, performs collection calls, closes accounts, sets up repayment plans as it pertains to the overdraft program.
• Responsible for promoting the bank’s growth through the profitable expansion of overdraft program, a customer service and risk management process, which includes collection of overdrafts and accounts with negative balances.
• Develops and provides training guidelines to other staff including compliance related concerns.
• Keeps internal and external customers aware of changes in operating methods.

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

• Requires 3-5 years banking, banking operations, lending, loan documentation, or support experience in roles interfacing with managers, executive team leads, customers (external and internal), serving on committees and working with vendors.
• Requires associates degree or two full years of college.
• Excellent Customer Service skills.
• Working knowledge of deposit and lending compliance regulations.
• Proficiency using Microsoft Office Suite.
• Requires intermediate knowledge of bank systems, proficiency in Word, Excel, and Internet applications.
• Maintain positive, professional relationships.
• Must be able to analyze financial data, accumulate and organized factual data.

Preferred Knowledge and Skills

Level of Complexity and Scope

Executes specified, routine tasks that can range from straight-forward to moderately complex. The ability to follow and understand complex instructions and maintain written/electronic records.

Works on assignments that are routine, but may recognize the need for occasional deviance from standards with support of Sr. Analysts and/or Management.

Degree of Independence and Decision-Making

Ability to make judgements within semi-standardized environment. Follows established guidelines and procedures on a day-to-day basis.

Required Supervisory Responsibilities

No direct supervisory responsibilities.

Physical Requirements

Prolonged periods of deskwork. Frequent use of computer, keyboard, phone and office equipment. Occasional moving within the office or to other locations within the building. Occasionally lifting and carrying light objects, typically up to 10-15 pounds. Occasionally reaching for items on shelves or in drawers. Clear and effective communication in person and over the phone. Ability to move within an office environment.

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.

Development and Training

Pay Scale

$25.00 - $32.21/hr

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.