Retail Operations Support Specialist - MidWestOne Bank

At MidWestOne, our people are number one in everything we do. We are a community bank with a culture based on integrity and customer care. The people on our team are the foundation of our success. If you're ready to work for an organization that values you, develops your talents and helps you grow personally and professionally, then look no further.

This position is an entry to intermediate-level Retail Operations role which will focus on support to frontline retail team members and other bank personnel with a retail impact. Will carry out daily support duties including monitoring a support queue along with answering support phone calls.  Will work closely with Support officers to meet service level expectations and assist with administrative tasks for retail systems.

• Performs daily support to retail frontline staff and maintains service standards during the day.
  • Retail processes, procedures, policies, and systems used by branch staff.
  • Acting as a technical liaison to trouble shoot and resolve problems.
• Works with Retail Operations Support Officers or Team Leader as needed for follow up or resolution of a support request.
• Works with branch staff to ensure adherence to Retail procedures and policies.
  • Involving and escalating issues appropriately to Deposit Operations, BSA, Legal, or Compliance.
• Works with other departments that have retail impact maintaining interdepartmental collaboration.
• Participates in procedure and form creation, review, or updates to ensure compliance to regulations, laws, and efficient processes.
• Performs procedural communications and updates through trainings and newsletters.
• Performs review or preparation of internal department resources and procedures.
• Participates in projects that have a retail impact focusing on improvement efforts to identify and implement efficiencies. 
• Performs administration tasks or maintenance requests for various retail systems.
  • Obtain necessary approvals from supervisors for access requests.
  • Obtain necessary approvals from Retail Operations Support Officer or Retail Operations Team Leader prior for non-user access related requests.
• Maintains and updates support system categories, subcategories, priorities, service levels and escalations for the department KPI Tracker.
  • Ensures automations and rules are established to maximize our support opportunities.
  • Coordinates implementation of updates to support system as needed.
• Attends internal trainings that have a retail impact.
• Performs other duties as assigned.

The Perks!

• Competitive base compensation with additional performance-based incentives (incentives vary depending on role)
• Career development and continuous learning opportunities
• Paid Time Off, Paid Holidays, Parental/Grandparent Leave, and more
• 100% vested 401(k) Retirement Plan with company match
• Medical, Dental, and Vision insurance
• Flex spending plan & Health savings accounts with employer contribution
• Student Loan Debt Reduction Program
• Employee Stock Ownership Plan
• Employer provided group life insurance with option to purchase additional life insurance for you and your family members
• Employer provided long term and short term disability insurance
• Additional Insurance options to meet your personal needs: Critical Illness and Accident insurance, and Hospital Indemnity
• Wellness Program
• Free banking services and other financial services discounts
• Take Your Dog to Work Day in June
• Employee Rally Day- a day of celebration and recognition!

• Associates degree or equivalent combination of education and related work experience

• In addition to education, experience in a retail frontline role is preferred.

• Banking or financial institution experience is preferred.

We RISE by lifting others. RISE stands for Retention, Innovation, Support, and Empowerment. Through RISE we aspire to create and sustain a culture of diversity, inclusion and belonging at work and in our communities. Our commitment to RISE is reflected in our operating principles, people and culture. We pledge to continuously learn, so we can understand and support the differences of individuals, embrace each other's strengths, and provide opportunities for all of us to work toward and achieve our full potential.

Now that you know more about us and the position, next step is for you apply so we can learn about you!