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Hills Bank Retail Servicing and Support Officer in Hills, Iowa

Retail Servicing and Support Officer

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  • Hills, IA, USA

  • Salary

  • Full Time

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    SCHEDULE: Full-time ; Monday through Friday (8:00 am – 4:30 pm)

    BENEFITS: Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks!


    Under the direction of the VP, Retail Operations Manager, and as part of the Bank's overall Retail Operations Department, the Retail Servicing and Support Officer is directly responsible for managing and providing daily support, training and guidance to the Retail Servicing Team ensuring that they deliver seamless and effective customer service, uphold all of the banking regulations requirements and uphold timely delivery of work. The Retail Servicing and Support Officer plays a key role in the development of operational processes and procedures that support the retail business line of the bank and ensures all processes and functions promote efficiencies and a customer service focus. This position works with a diverse range of subject matter, including operational and compliance-related processes, communication and training, research and documentation, and system knowledge and utilization.


    Retail Operations:

  • Act as a resource and project owner, reviewing and making improvements to bank system policies, internal controls and standard operating procedures in relation to Retail processes and functions.

  • Lead and manage bank initiatives that require retail operations resources, such as new product deployments, product conversions, new service launches, system implementations, new branch openings, etc.

  • Promote proper application of teller and retail deposit-related procedures, draft and implement new procedures or changes to existing procedures and update documentation as needed. Ensure that procedures are designed to deliver a positive customer experience, consider impact on coworkers, and comply with applicable federal and state regulations.

  • Serve as a resource for both branch and operations staff on teller- and deposit account-related procedures and recommended practices by responding to telephone, email and in-person inquiries as needed.

  • Maintain Retail Branch, CIF, and IRA Business Continuity Plan information, keeping it up to date to ensuring adequate backup procedures.

  • Develop and execute operational plan for areas managed consistent with the objectives of the bank. Communicate the operational plan to staff and monitor progress towards its achievement.

  • Uphold an audit-ready posture in all areas of responsibility.

  • Coordinate and manage budget activities for the Retail Servicing department as well as administrative activities for the department related to facilities and equipment planning.

  • Oversee business continuity, vendor management and risk management initiatives for Retail Servicing Department

  • Work in conjunction with bank examiners and auditors to ensure document availability and accessibility.


  • Develop and maintain a high performing team by providing direction and feedback to direct reports. Identify the development needs of staff members; provide coaching and training to help staff members improve their knowledge skills and job proficiency.

  • Mentor, develop and motivate staff using a supportive and collaborative approach, providing ongoing feedback and coaching.

  • Maintain and promote a positive and caring atmosphere for customers, co-workers and employees consistent with Hills Bank and Trust Company's core values.

  • Evaluate staff's work performance and provide feedback through consistent and ongoing coaching and communication; conduct effective performance appraisals and take corrective action when necessary.


  • High school diploma and 5+ years of experience in retail banking and/or operations, with some supervisory experience required, college degree preferred.

  • Must take initiative, make decisions, accept responsibility and have the ability to work independently.

  • Must be effective in supervising/coaching others.

  • Must be able to work under stress and handle difficult situations.

  • This job requires skills needed in a typical office environment. This includes computer skills, as well as utilization of office equipment.