FUNCTION: This position provides excellent customer service by greeting customers in a friendly manner, developing rapport and satisfying customer transactional needs. Processes transactions efficiently and accurately while meeting the Bank’s Customer Experience standards. Contributes to the overall sales growth of the Bank by exploring customers’ financial needs and goals. Recommends solutions as appropriate or engages business partners to provide more expert assistance. May have vault cash and ATM responsibilities.ACCOUNTABILITIESCustomer Experience:
Promotes a customer-centered culture and attitude among staff
Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis
Engages in conversations to understand customer needs and financial goals, refers to other team members in accordance with Bank strategy
Embraces and utilizes the Bank’s sales and coaching process, completes action plans in an effort to meet goals
Understands the Bank’s products and services and how they benefit customers, promoting as appropriate
Customer Transactions:
Accurately, efficiently and courteously processes transactions in compliance with Bank policies and procedures
Maintains accurate cash and transaction records, meeting established teller performance standards
Demonstrates ability to handle routine transaction issues independently, refers customers to appropriate staff for advanced problem resolution
Determines the necessity of placing holds on items presented for deposit
Maintains awareness of current fraud alerts and identifies fraudulent activity
Compliance and Control:
Understands the Bank’s operational and risk management policies as well as the Bank’s security policies and procedures
Assists in ensuring that the Bank is in compliance with local, state and federal regulations
Assists in completing operational and audit functions within the Branch
General:
Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
Conforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee Handbook
May train or assist in training new employees
Performs additional duties as requested
Travel to other branches for coverage may be required
COMPETENCIES:
Integrity/Ethics – deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others
Adaptability/Flexibility – adapts to change, is open to new ideas, takes on new challenges
Initiative – takes action, operates as a pro-active self starter, acts on opportunities to improve
Interpersonal Skills – has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication
Productivity – manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards
Decision Making - able to think through a problem, following proper steps in finding resolution
Teamwork – Team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities
Sales Skills – applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, works to develop sales skills
KNOWLEDGE/ SKILLS/EXPERIENCE REQUIRMENTS:
High school diploma or equivalent
Previous teller, cash handling and/or sales experience helpful
Demonstrated personal computer literacy
PHYSICAL DEMANDS/CONDITIONS REQUIREMENTS
General office environment
May be required to move bags of coin short distances. Moderate lifting (up to 50 lbs.) required.
Moderate reaching, walking, sitting and standing required
EQUIPMENT USED
General office equipment
External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.