Branch Operational Support (Help Desk)

Position Title: Retail Support Representative

Business Unit: Retail Operations

Reports to: Supervisor of Retail Support

Position Overview:

This position is primarily responsible for assisting with complex branch issues and ensuring consistency of information through answering calls and emails presented to the department via the HELP Line and department mailbox respectively. The incumbent is also responsible for projects that are assigned to the department.

Primary Responsibilities:

Provides timely and courteous assistance to customer-facing and other Bank-wide staff through the HELP Line and department mailbox by answering rotation queue telephone calls and emails respectively. Answers questions, provides functional guidance with Premiere Teller and other system actions, researches situations and escalates issues or redirects to another support department.

Acts as liaison to branches to resolve issues such as Beneficial Ownership, CIP and compliance with operational procedures. Reviews customer documentation such as POAs, Trust agreements, Letters of Authority, required business documentation, etc.

Assists in training for customer-facing staff and Bank-wide employees by developing hand-out materials to include screen shots and visuals for product and new software training, drafting communications regarding product, procedure or software for Retail Bank or Bank-wide distribution.

Assists in activities affecting physical branches such as de novos, consolidations, closings and branch acquisitions, including contacting vendors, arranging cash deliveries and pickups, updating access to Wells Fargo Foreign Currency Exchange, training on cash recyclers or other equipment as directed by Supervisor of Retail Support.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

1

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent customer service skills

Excellent communication skills, both written and verbal

Detail-oriented

Ability to work and multi-task in a fast paced environment

Ability to use a personal computer and job-related software

MS Word - Basic Level

MS Excel - Intermediate Level

MS PowerPoint - Basic Level

Experience in Premier Teller, Business Process Manager, Web Director or banking support beneficial, but not required.

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A