RECEPTIONIST

JOB SUMMARY

Serves the public by promoting a positive and highly professional image with all channels available and communicates in a professional manner to customers regarding the bank’s products, services and department personnel in accordance with Bank policy, procedure and federal and state regulations. Customer interaction can be through various channels; in person, telephone, transfer calls, emails, etc. Listens attentively to customer’s needs, demonstrates empathy, and maintains a positive attitude.

PRINCIPAL RESPONSIBILITIES

Projects a positive and highly professional image of the Bank by providing high quality customer service using excellent greeting skills, written and oral and visual communication skills. 

Maintain call quality goals (i.e. greeting, presentation, resolution, referral, closing, etc.)  Seize every opportunity to meet the customer’s needs, resolve the customers issue quickly or refer to next level.

Responsible for knowledge and expertise regarding all customer service delivery channels including support systems to be able to respond to customer’s needs and seize every opportunity to resolve customer’s issues or direct customer to the correct department or member of staff. 

Ensures that visitors and guests (including visiting employees) sign in and out of visitor log.  Issues and collects identification badges.  Adheres to Security Policy and Procedures.

Receives incoming calls.  Takes messages and/or locates appropriate party. Refers all calls and/or provides information within guidelines.  Retrieves and/or forwards voice mail to appropriate party.

Assists incoming messengers handling packages and supplies.  Organizes courier calls for pickup and delivery.  Notify recipient of deliveries.   

Office Project Assignments:

Scan into computer system all signature cards for new and changed accounts.

Print various reports, including Daily Teller Activity, MO Overdraft, New Account, Closed Account, Warning Flag and Supervisor Override.

Mail new account information letters to out of state customers.

Log and mail mortgage applications.

Performs administrative and clerical duties as assigned.

Assemble Commercial Checking Account Report.

Log audit letters for accounts appearing on Dormant to Active Report.  Activate accounts after receiving customer notification.  Type and prepare certified letters for escheated accounts.

Review and mail safe deposit box bills.  Type and prepare certified letters for delinquent safe deposit boxes.

Back up driver for courier deliveries and post office runs.  

Attends relevant seminars and courses to update and advance knowledge and skills.

EDUCATION/EXPERIENCE REQUIREMENTS

High School Diploma or equivalent required with (1) one year of relevant receptionist or call center experience in banking or financial services. Proven ability to interact in a positive and professional manner with customers, vendors and peers. Knowledgeable in Bank policy and procedures related to branch transactions and operations. Must have computer skills including the Internet and Microsoft Suite; Outlook, Word and Excel.  Regular attendance is an essential function of this position. Must have a current driver’s license, acceptable driving record and insurance.

INITIATIVE

Tasks are generally standardized, not subject to major variation. Some application of judgement is required in answering customer questions, providing direction, possibly cross selling Bank products and services and in ensuring the proper application of Bank and regulatory policies are followed.  Supervision received is intermittent checks with all problems referred to a supervisor.

RESPONSIBILITY 

Most errors are detected and corrected almost immediately.  Failure to follow policies and regulations, could lead to monetary loss by the Bank. Most of the work is checked and verified. Poor customer service might lead to loss of business for the Bank. Failure to sell or cross sell can result in loss of revenue for the Bank. This position has frequent daily contact with customers, vendors, Bank Board members, and employees. Contacts within the Bank are with all employees at all levels to give and receive information. This position has a high degree of access to customer account information.

SUPERVISION

None

POSITION CONDITIONS

Normal.  While performing the duties of this job, the employee is regularly required to sit; use hand to finger, handle controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to drive to various Bank locations and local Post Offices.