Key Result Areas

· Support customers in a professional, customer service-oriented manner while using critical thinking skills to determine what appropriate action must be taken to handle customer requests.

· Superior customer service applying Ion’s service standards

· Maintain a positive outlook and demeanor at all times

· Achievement of individual goals and contribute to overall achievement of departmental goals and objectives

· Effective performance of day-to-day departmental functions

Supervised By

AVP- Branch Manager, AVP – Contact Center Officer

Supervises

No one

Responsibilities- may include, but are not limited to:

· Possess an excellent working knowledge of core systems, including but not limited to multi-faceted systems navigation, compliance, procedures, policies, cash handling, and transaction processing.

· Proactively interact with customers throughout all channels available.

· Project a positive and highly professional image of self and the Bank by consistently delivering service in line with company service standards/service philosophy.

· Effectively and timely respond to customer inquiries and resolve customer issues.

· Identify financial and banking needs through the Bank’s Service to Sales program to cross-sell and upsell bank products and services that meet consumer and business needs and enhance the customer banking experience.

· Open accounts, perform account maintenance and promptly provide customer service solutions to consumer and business customers.

· Require registering with the Nationwide Mortgage Licensing System and Registry

(NMLS) and maintain a unique identifying number.

· Answer customer questions regarding loans, interview applicants with completed loan applications, and assure all documentation is accurate.

· Adjust to various customer traffic flows while maintaining efficiency and accuracy of work.

· Assist in resolving problems with equipment, balancing, and operational issues

· Ability to add, subtract, multiply, and divide all units of measure; to perform the four operations with common decimals and fractions; to perform arithmetic operations involving all American monetary units.

· Ability to perform repetitive work, to continuously perform the same work according to set procedures, sequence, or pace.

· Ability to exchange information with others clearly and concisely (both oral and written); to present ideas, facts, and technical information.

· Ability to maintain relationships that facilitate task accomplishment, cooperate and resolve conflicts, recognize needs, and be sensitive to others.

· Ability to receive guidance and supervision; follow work rules and procedures and meet deadlines.

· Perform other duties as required

*The above is a description of the duties of the position. It should be expected that additional duties, both related and unrelated to the above, may be assigned and, therefore, required.

Compliance

· Vast knowledge of all bank policies and procedures, State and Federal laws, and regulations related to this position.

· Responsible for the adherence and execution of bank policies and procedures as set forth.

· Stay current on policies and procedures

Education and Experience

Associate’s Degree preferred. Three to five years of retail banking experience, including teller, sales, customer service or some comparable combination of education and experience.

Equipment and Software

Ability to operate teller terminal, personal computer, calculator, phone, alarm system, copier, cash advance terminal, ATMs, scanner, currency counter, cash recycler, Personal Teller machines (PTMs), coin machine, currently used Bank hardware and software.

Physical Qualifications

· Work within the company’s footprint and travel as needed

· Ability to extend one’s arm(s) in any direction

· Ability to sit or stand in an erect position

· Ability to express or exchange ideas through the spoken word, both speak and hear

· Ability to be subject to substantial repetitive motions of the body or its parts

· Ability to lift up to 20 pounds occasionally and/or a negligible amount of lifting frequently or constantly to move objects

· Ability to use a ladder when assisting safe deposit customers with accessing their safe deposit boxes

· Ability to be confined in a workstation for long periods.

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Consider this description the foundation of your job, not its boundaries. Expect to participate in training sessions and activities not described here that enhance customer service quality.

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