Bank Courier

TITLE: Business Courier/ Client Services Representative 

REPORTS TO: Branch Operations Supervisor

FLSA: Non-Exempt

CATEGORY: Full Time 

SHIFT: Monday 10:00am - 3:00pm

Tuesday - Friday 8:30am – 5:30pm

MEAL/BREAKS: One (1) paid 15 minute break per four (4) hours worked, and one (1) unpaid sixty (60) minute meal break.

SUMMARY

The Business Courier provides pick-up and delivery services by motor vehicle to bank clients. Establishes customer rapport and trust by projecting an attitude of "friendly professionalism", in order to exceed the client’s expectations. Along with business courier, this candidate will be responsible for in person client transactions, such as processing research requests, loan and deposit transactions, balancing and other various teller activities. Assumes responsibility and is accountable for adherence to Bank policies and procedures, as well as all applicable state and federal laws and regulations pertaining to banking. Ability to effectively communicate via phone, electronic and standard mail channels, ensuring that all duties are completed accurately and delivered with high quality and in a timely manner. The position requires excellent organizational skills and judgment to plan and accomplish goals, and a wide degree of creativity and latitude is expected. The chosen candidate will be responsible for dual roles and must be able to work independently.

ESSENTIAL DUTIES

1. Greet each client as they enter the branch lobby. Offer banking products, services, and/or direct clients to proper area. Refer clients to Lending Advisor or appropriate team member.
2. Be knowledgeable about and able to efficiently deliver a variety of general banking products and services. Assist and direct retail clients in a friendly and courteous manner. Counsel clients on Bank services, assisting in the selection of those services best suited to their needs while offering other bank services as appropriate.
3. Within 90 days, process savings, checking, and loan transactions, issue cashier’s checks, provide counter checks and place orders with limited assistance. Post transactions and information to computer system and balance general ledger from the previous day's work.
4. Cash checks according to policy.
5. Provide operational support by retrieving and processing night drop contents, assist with balancing vault cash and coin machine, ordering checks, sending/receiving wires, and assisting with entrance to safe deposit boxes, receive wire transfers, foreign check deposits and foreign cash orders.
6. Have a good understanding of the balancing process in order to balance cash drawer, reconcile daily transactions, and prepare end-of-day deposits with limited supervision. If cash is over or short, post the transactions needed to balance in over/short.
7. Answer phones in a friendly, knowledgeable, and professional manner, determine client’s needs and offer other banking products and services. Ask client for name, address, and phone number to send them follow-up information.
8. Understand the Bank's Customer Information File (CIF) system, and be able to maintain signature card files and report discrepancies to the Branch Operations Supervisor or the Compliance/Risk Officer.
9. Be able to explain online banking services to new or existing clients.
10. Operate computer terminal or personal computer to process account transactions, maintain account data, determine balances, and resolve problems within given authority.
11. Answer, assist and route incoming calls, to ensure a quick response for all callers.
12. Respond to inquiries or refer inquiries to the appropriate department or person, and exhibit the necessary follow-through with clients and/or colleagues involved.
13. Assume responsibility for special projects as assigned.
14. Transports and delivers deposit transactions, documents, letters and packages to and from destinations according to daily route schedule, and on call pickups and deliveries as needed throughout Central Oregon. 
15. Maintains vehicle maintenance logs.
16. Track courier supplies; charge merchant for reorder of poly bags, etc.
17. Implement and maintain new and existing courier agreements. 

SECONDARY DUTIES

1. Assume responsibility for various department functions in the absence of colleagues or in overload situations.
2. Complete assigned training. Maintain compliance with Bank’s BSA and AML policies and procedures.
3. Participate in various internal committees assigned by senior management.
4. Notary Duties.

GENERAL

1. Provide excellent personal customer service to all internal and external clients by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; and, accepting responsibility for own actions.
2. Follow policies and procedures; complete administrative tasks correctly and on time.
3. Apply good judgment in decision making and see beyond immediate assignments and act on opportunities and problem areas.
4. Perform position safely and report potentially unsafe conditions. 
5. Work according to established schedules, arriving on time and with a positive attitude.
6. Any other duties as defined by management.

QUALIFICATIONS AND DEMONSTRATED ABILITIES

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

1. Ability to establish and maintain excellent working relationships with clients, managers, and colleagues. 
2. One (1) year Teller cash-handling and customer service experience preferred.
3. Professional and personable presentation, with the ability to maintain a high level of energy.
4. Team oriented.
5. Good verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, speak clearly to clients, colleagues, directors, and shareholders.
6. Good attention to detail.
7. Ability to read, analyze, and interpret technical procedures and processes.
8. Intermediate computer operation skills - to meet production needs of the position.
9. Good organizational and time management skills.
10. Ability to work with minimal supervision while performing duties and to handle confidential information with discretion.
11. High School Diploma or equivalent.

DESIREABLE JOB QUALIFICATIONS: 

• Previous cash handling experience and/or banking experience, and client service. 

PHYSICAL REQUIREMENTS

1. Repetitive use of hands such as grasping, twisting/turning of wrists, and finger dexterity necessary to perform various clerical duties such as typing, writing, maintaining files and counting currency.
2. Repetitive use of arms such as pushing/pulling to open and close drawers and cabinets.
3. Frequent walking to assist customers and staff members at various locations within the Bank.
4. Ability to sit and/or stand for extended periods of time at assigned station.
5. Ability to bend and/or reach, and to lift and carry up to 30 pounds.
6. Continuous clarity of vision at 20 inches or less for normal processing of work.