ESSENTIAL FUNCTIONS
Attracts, advises, and serves existing and prospective customers by:
• With every customer interaction, have in-depth conversations, in person and by phone, utilizing the C.A.R.E model to help customers work toward and achieve financial wellness. • Provide extraordinary service to customers resulting in a full pipeline of referral opportunities. • Provides direct and immediate response to customer requests or needs. • Develops a top customer calling list. • Completes High Touch Calls through analyzing current customer relationships and proactively contacting them with recommendations to help them achieve financial success. • Listen, assess, and solve customer problems. • Completes IQ Lead calls daily with the opportunity of retaining existing business and bringing in new business.
Develops and maintains a broad knowledge of products and services to appropriately support customer needs:
• Collaborates with other internal business partners to provide customers with a full range of financial solutions to meet their needs: • Wealth Management • Electronic Banking • Loan
Provides prompt, accurate, and efficient customer service by processing a wide array of transactions:
• Opens new accounts on the platform system. • Completes transactions on the teller processing system. • Processes Cash Advances, Pre-Paid Cards, Check Orders, etc.
Proficient in Electronic Banking to:
• Provide solutions to our customers' needs. • Answer our customers' technical questions.
Provides administrative support to the PBO/Supervisor and team by remaining aware of departmental goals, providing ongoing communication, and organizing priorities to meet customers' needs and deadlines.
Duties can involve all the following:
• Assists with the accumulation and completion of various Reports, Logs, and job duties to ensure timely delivery as directed by PBO/Supervisor. • Preparing correspondence, filing, phone inquiries and other clerical duties. • Contact overdraft and delinquent customers. • Complete file maintenance on customer accounts. • Requisition office supplies, loan documents, new account supplies, Money Orders, Treasurer's Checks, Pre-Paid Cards, etc. • Maintain Scanner and ATM. • Balance Vault, Cash Advance Machine, and ATM daily. • Transfers cash to and from the vault. • Performs check cashing overrides when the PBO/Supervisor is not available. • Open and close the branch in the absence of the PBO/Supervisor.
Strict adherence to security procedures, Bank Secrecy Act, USA Patriot Act, and safeguarding customer information:
Participates in meeting Community Banking Departments long- and short-term goals and objectives:
• Attends and participates in annual meetings to develop departmental goals and objectives. • Attends and participates in meetings to discuss and evaluate progress on meeting goals and objectives: • Daily 5 Minute Meetings. • Weekly Relationship Building Conference Calls. • Weekly Branch Based Sales Meetings. • Monthly Employee Relations Meetings.
Performs other duties as assigned or directed.
REQUIRED SKILLS/ABILITIES
• Excellent verbal and written communication skills. • Exceptional organizational skills and strong attention to detail. • Basic computer skills and digital awareness. • Typing 40 wpm. • Must be results oriented. • Manual dexterity and numerical skills. • Knowledge of all products and services and all office functions. • A positive, enthusiastic attitude. • Ability to multi-task. • Proficient with Microsoft Office Suite or related software.
SUPERVISORY RESPONSIBLITY
This position does not supervise employees.
EDUCATION and EXPERIENCE
• High School diploma or GED. • Associates Degree preferred. • Minimum One (1) to Three (3) years in customer service and sales experience.
PHYSICAL REQUIREMENTS
• Ability to concentrate and perform responsibilities by maintaining a constant state of focus and mental alertness. • Ability to lift up to 25 pounds (i.e., heavy boxes or coin). • Ability to communicate in person, through email or via telephone with customers and staff members. • Ability to sit or stand for an extended period. • Specific vision abilities required by this job may include close vision and the ability to adjust focus. • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.