Essential Functions (Majority of duties, but not meant to be all inclusive nor prevent other duties from being assigned as necessary)
Functional:
- Welcomes and interviews customers and prospects to acquire information and define personal and business financial needs; recommends and sells retail products to meet their financial needs and opens appropriate new accounts. Enters new account information into computer system.
- Provides customer services such as telephone transfers and wire transfers, stop payment requests and check orders. Closes accounts and admits customers to safe deposit boxes.
- Responds to customer inquiries regarding account information (e.g., account balance, check clearance, loan payoff, etc.). Prints account history and may assist customer in balancing statement. Researches and resolves problems, initiates and follows up research requests and may refund fees when appropriate.
- Provides customers with ATM card, debit card, and product information.
- Provides customers with notary services, and other non-bank services. Refers customers with non-retail product needs to appropriate providers throughout the Corporation (e.g., mortgage lending, commercial lending, etc.).
- Reviews overdraft report for assigned customer portfolio and approves overdrafts.
- Performs basic secretarial duties.
- Provides routine clerical support to department personnel by operating a variety of office machines (e.g., personal computer, printer, photocopier, fax, calculator, etc.).
- Uses standard software programs in one or more of the following applications:
- Word Processing – Sets up, prepares and edits standard material including letters, reports, memos, etc. from dictation, longhand or rough copy. May draft routine correspondence for supervisor’s approval.
- Spreadsheets – Inputs and updates data in established and formatted files, generates recurrent reports or consolidates information from various reports or sources to create a new report or summary of information.
- Communicates with people inside and outside the corporation to exchange information and/or provide customer service.
- Compiles data and performs moderate mathematical calculations and basic accounting functions such as preparing reports and accounting entries or balancing accounts.
- Establishes, maintains and updates departmental files and records.
- Helps assist with debit card compromises, disputes, and contacts customers with possible fraudulent activity.
- Cross train with Tellers; serve as back-up in Teller area if needed.
- Must be willing to assist other branches when staffing levels necessitate. Professional appearance and dress required for this highly visible customer service position.
Knowledge, Skills & Abilities (Minimum education, experience, technical and communication skill levels and licenses/certificates normally required to perform the duties of this position.)
- Basic PC skills including word processing, spreadsheet.
- Basic knowledge of general accounting concepts and applications.
- Working knowledge of Bank’s products and services, and operational procedures.
- Demonstrated ability to explain all retail products and services in order to sell Bank products and services and to respond to customer inquiries.
- Advanced written, oral and interpersonal communications skills with the ability to recognize cross-selling opportunities.
- Good organizational skills and attention to detail.
This level of knowledge is normally acquired through completion of a high school diploma, or equivalent. Six (6) months previous experience in a customer service or banking environment preferred.
Working Conditions (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position.)
Internal – Work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). Work involves potential exposure to dangerous criminal activity.
External – Occasionally work is performed where there is exposure to outside atmospheric conditions or heat/cold or moisture and exposure to traffic while performing business development functions.
Physical Demands (The physical effort generally associated with this position)
Work involves standing and walking for brief periods of time, but most duties are performed from a seated position. Work may include occasional pushing, pulling, or carrying objects weighing up to 20 pounds such as files, documents, and computer printouts. Deadlines, disgruntled customers, workloads during peak periods and pressure to achieve goals may cause increased stress levels. Work normally requires finger dexterity and eye-hand coordination to operate computer keyboard at an advanced skill level.
Working Relationships/Contacts (Positions, other than supervisor and immediate co-workers, with which incumbent has frequent contact and the reason for contact.)
Internal – Frequent contact with other Bank departments (e.g., Central Operations, Credit Administration, Customer Accounting, etc.) for processing loan applications, product support and problem research or resolution.
External – Extensive contact with customers to provide product information, customer service and business development activities.
Supervision of Others – N/A
Accountability (Budget/asset amount managed, revenues/profits produced, and/or other financial resource incumbent is accountable for. Also indicates judgement/decision making level.)
This position is responsible for the management and growth of assigned portfolio, accuracy of transactions received and processed, and for achieving individual referral and business development production goals.
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