Customer Delivery Administrator

Customer Delivery Administrator

Location: Kennebunk, Maine

Come and work with us at Kennebunk Savings. We value your professional expertise and appreciate you as a member of the community. You can be yourself here and use your passions, knowledge, and skills to help customers and advance your career. Is it any surprise we love what we do? We think you will, too.

What does a Customer Delivery Administrator do?

Our Customer Relations Specialist is responsible for promoting an exceptional employee and customer experience by providing a high level of support to the retail delivery network. This is achieved by ensuring regulatory compliance, optimizing operational efficiencies, and consistent and open communications between key business partners and stakeholders throughout the organization.

Essential Functions

• Branch Application Administration & Delivery
  • Administers, reviews and evaluates role-based user access and permissions associated with critical branch applications such as Integrated Teller, Business Process Manager and Coconut
  • Evaluates, implements, tests and communicates application updates
  • Develops and conducts training on various application releases and process changes to assure a seamless experience for the customer and employee
  • Identifies efficiencies and opportunities for an improved employee and customer experience
  • Serves as a facilitator in the evaluation and remediation of application issues in conjunction with other key stakeholders across the organization
  • Develops and maintain Business Continuity Plan documents for all retail delivery locations and conducts vendor business continuity testing

• Procedure Management
  • Develops, recommends, and maintains various procedures designed to improve efficiencies and enhance customer experience while ensuring compliance with all applicable policies and regulations
  • Manages Customer Delivery content, feedback and cases in employee knowledge management software
  • Communicates modifications or changes in procedure to internal stakeholders timely and efficiently while providing a superior level of support related to their inquiries

• Audit & Reporting
  • Develops and maintains training for branch personnel on audit procedures
  • Ensures branch audits are completed in compliance with established bank policy and procedure
  • Prepares and reviews various reports
  • Works to identify and address opportunities to enhance training and procedures

Other Duties and Responsibilities:

• Provides a high level of support to the retail delivery network to facilitate an exceptional employee and customer experience
• Understands, supports and adheres to applicable organizational policies/procedures and state/federal regulations
• Keeps abreast of technology enhancements and improvements that would benefit branches and back office departments
• Consistently emphasizes the importance of teamwork in the department and company at large
• Responsible for keeping abreast of company news and information
• Responsible for completing required training and policy review
• May serve on various committees
• Willingness to take on additional tasks and duties
• Occasionally required to be complete application tests and updates outside of normal business hours

Certifications/Licenses Required

• Not applicable

Desired Knowledge, Skills & Abilities

• Displays high level of regard for trust and confidentiality
• Advanced computer skills; ability to learn multiple software programs; excellent proficiency with spreadsheets, database management and word processing programs
• Displays strong written and verbal communication skills
• Ability to adapt to changing priorities; flexibility to take on new challenges; ability to adjust plans to changing needs
• Demonstrates a high level of accuracy and attention to detail
• Effectively uses analytical skills to solve technical, as well as, non-technical problems
• Excellent interpersonal skills essential
• Exceptional project management skills

Desired Job Experience

• Knowledge of transaction processing, along with branch policies and procedures
• Prior knowledge of regulations within the financial services industry

Desired Education

• Associates Degree or related work experience

Working Conditions/Minimum Physical Requirements

• Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards
• Dexterity of hands and fingers to operate a computer and other office equipment
• Lifting and moving of moderately heavy objects on occasion
• Normally seated for extended periods of time

Other details