Description

Summary 

Provides a full range of banking services; assessing and handling customer accounts, obtaining and processing customer account information, and cross selling bank products and services. Strives to maintain and exceed goals & expectations set for this position by the Manager.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

1. Opens new accounts and cross-sells additional retail products and services.
2. Initiates discussion to determine customer needs.
3. Sells additional products and services through cross-selling, portfolio development and focusing on the customer’s needs.
4. Explains various account options such as account ownership, business, IRA, funeral agreement accounts, savings, certificates, and checking account programs to customers.
5. Gathers, inputs, and verifies required personal information from customers, such as name, address, date of birth, employment information, social security number, etc., according to established procedures while maintaining the highest level of security
6. Prepares and reviews new account paperwork with customer.
7. Receives and processes initial deposits for new account opening. Verifies all cash transactions and ensures authenticity of all negotiable items before acceptance according to policies and procedures.
8. Refers new business customers to Commercial Relationship Banker for additional bank services.
9. Understands and follows the policies and procedures for new & existing customers and working to cross sell and refer all banking products and services, including to other lines of business.
10. Services IRA and HSA Accounts. 
11. Completes withdrawal requests and renewals on certificates of deposit.
12. Handles Individual Retirement Account and Health Savings Account (HSA) inquiries and transactions.
13. Informs customers of retirement account rules and restrictions.
14. Gathers and inputs necessary personal information from customers.
15. Prepares documents such as plan agreement, disclosure statements, CDs, signature cards, etc.
16. Verifies annual retirement account reports to customers. Processes IRA distributions and verifies coding of accounts.
17. Processes mail requests from other financial institutions for IRA transfers.
18. Responds to questions from customers and staff regarding retail bank products and services.
19. Responds to written and verbal requests or inquires. Researches customer and employee inquiries regarding retail bank product and services.
20. Processes and maintains check orders, deposits, withdrawal, debit card applications, internet banking enrollments, and bill pay set up and questions.
21. Keeps informed of new and existing products and services.
22. Processes customer change of address, name, and account related data, etc.
23. Completes documentation for exchange of government bonds.
24. Maintains support records.
25. Follows up on incomplete new account documentation.
26. Make courtesy phone call to maturing CD customers.
27. Performs all required branch opening and closing duties.
28. Maintains the safe deposit area. Duties include monitor safe deposit rental, admitting valid customers to safe deposit boxes.
29. Maintain the highest level of security in performing transactions by making sure all transactions are properly documented and recorded, verifying cash transactions, determining authenticity of all negotiable items before acceptance to established policies and procedures, and receiving proper identification to verify customer information.
30. Receives checks and cash for deposit, verifies amount, and examines checks for endorsements.
31. Cashes checks after verification of signatures and customer balances.
32. Enters customers' transactions into computer to record transactions, and issues computer generated receipts.
33. Images and batches daily transactions
34. Notifies the Retail Manager to place hold on accounts.
35. Orders daily supply of cash, and counts incoming cash.
36. Balances cash recycler/cash drawer, vault, checks and other required items throughout and at end of shift and compares totaled amounts with computer data.
37. Maintain knowledge of various departments' services and functions in order to assist customers and make sales referrals.
38. Explains, promotes, or sells products or services such as gift cards, cashier's checks, and other bank products, which will meet customer needs and increase bank business.
39. Removes deposits from, and counts and balances cash in, automated teller machines and night depository under dual control.
40. Assists customers with service problems or general inquires both in person and telephone while strengthening customer relations.
41. Adheres to all State and Federal Banking regulations.
42. Participates in civic activities to promote growth and development of the community and a positive image of the bank.
43. Proactively answers incoming phone calls routed through telephone work groups. 
44. Actively makes referrals to all areas of the bank.
45. Promptly and correctly manage customer debit card and credit card disputes.

Requirements

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Business Acumen - Understands business implications of decisions; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED). Prefer at least one year of Banking experience. 

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills 

Ability to add, subtract, multiply, and divide. Ability to compute rate and percent.

Reasoning Ability 

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Spreadsheet software, Word Processing software, Internet, and e-mail.

Certificates, Licenses, Registrations 

Other Skills and Abilities

Must be able to make timely decisions exhibiting sound and accurate judgment.

Other Qualifications

Must be available to work Monday-Friday and rotating Saturdays mornings.

Must have reliable transportation and be able to drive to all bank locations using own transportation.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and distance vision.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.