Retail Operations Coordinator at Georgia United Credit Union in Duluth, GA

Job description

• Description

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.

Requirements

• 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.
• Qualifications
• Problem Solving
• Intermediate
• Team Player
• Advanced
• Customer Service
• Intermediate
• Collaboration
• Intermediate
• Accounting
• Intermediate
• Bachelors or better in Accounting.
• Bachelors or better in Business Administration.
• Bachelors or better in Finance.
• • Strong written and verbal communication skills for working with branch staff, leadership, internal partners, and vendors.
• • 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
• • Experience with MoniManager or a comparable ITM/ATM management platform preferred
• • Experience supporting retail banking, credit union, lending, or ITM/ATM operations specifically preferred
• • Experience using service ticketing tools, operational reporting systems, and ITM/ATM applications.
• • Working knowledge of operational systems such as core transaction processing, lending workflows, appointment scheduling, cash recyclers, ITMs/ATMs, or comparable applications.
• • Working knowledge of financial institution regulations, branch operational controls, and risk-management practices relevant to cash handling, transaction processing, records, and ITM/ATM operations.
• 5 years: • Five years of progressively responsible experience in operations, branch support, cash operations, financial services, or a comparable regulated environment.

Skills

Required

• Service ticketing tools
• Operational reporting systems
• ITM/ATM applications
• Core transaction processing systems
• Lending workflows
• Appointment scheduling systems
• Cash recyclers
• ITMs/ATMs