Retail Operations Coordinator

Essential Duties/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.

Qualifications

• 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.

Key Behaviors for Success

• Demonstrates sound judgment, critical thinking, and problem-solving skills when evaluating operational, member service, and ITM-related issues, identifying underlying concerns, and developing effective solutions.
• Effectively manages multiple priorities by organizing workload, focusing on critical objectives, meeting deadlines, and maintaining accuracy and follow-through.
• Communicates clearly and professionally, in writing and verbally, with branch personnel, leadership, internal departments, team members, and external vendors.
• Builds and maintains positive, professional working relationships and collaborates effectively across diverse teams and perspectives.
• Maintains a strong member-service mindset and considers the member experience when supporting operational processes and enhancements.
• Demonstrates initiative, adaptability, and accountability in a fast-paced environment, recommending solutions and maintaining follow-through.
• Supports change management and stakeholder communication during system implementations and process transitions.
• Demonstrates commitment to departmental goals and key performance indicators related to branch and ITM/ATM operations.

Statement of Understanding

This job description is intended to provide a general overview of the essential duties, responsibilities, requirements, and working conditions associated with the position. It is not intended to be an exhaustive or comprehensive list of all tasks or responsibilities. The organization may assign additional duties or modify existing ones as needed, at its discretion. Job descriptions may be updated periodically to reflect business needs and organizational changes.

Reasonable accommodations may be made in accordance with the Americans with Disabilities Act (ADA) and other applicable laws, so long as such accommodations do not pose undue hardship to the organization or create significant health or safety risks.

Nothing in this job description should be construed as creating an employment contract, either expressed or implied. Employment remains at-will, meaning that either the team member or the organization may end the employment relationship at any time, for any reason not prohibited by law.

Equal Employment Opportunity (EEO)

Georgia United is committed to providing equal employment opportunities and fostering a workplace where all individuals have the chance to succeed. We consider all qualified applicants for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We value the unique perspectives and contributions that each team member brings to our organization, believing that a diverse and inclusive workforce strengthens our credit union.

E-Verify

Georgia United participates in the U.S. Department of Homeland Security’s E-Verify program. E-Verify is an online system used to confirm the eligibility of employees to work in the United States. This process involves electronically verifying the information provided by new hires against records maintained by the Department of Homeland Security and the Social Security Administration.