Description

PRIMARY PURPOSE OF JOB

Under general supervision of a front-line supervisor, this position serves as a single point of contact for bank customers providing services such as receipt and payment of cash; opening and closing personal accounts, safe deposit boxes and debit and card cards; answering inquiries; processing checks and money orders; and referring customers for appropriate services.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS - Other duties may be assigned

• Provides account services to customers by receiving deposits and loan payments; cashing checks; issuing withdrawals; recording night and mail deposits; selling cashier's checks and money orders; answering questions in person, via drive thru or on telephone; adhering to bank policies and procedures.
• Promotes bank products by answering inquires; informing customers of new services and product promotions; ascertaining customers' needs; directing customers to a customer service representative.
• Provides effective customer service by answering customer questions; investigating and correcting errors independently or by consulting with a supervisor.
• Reconciles cash drawer by comparing drawer totals to computer proof sheets; maintaining an accurate supply of cash and coin including maintaining the coin machine.
• Serves at Welcome Desk to greet bank customers, open safe deposit boxes and utilize the software program to alert staff of customers.
• Complies with bank operations and security policies and procedures by participating in dual-control functions; assisting in auditing other tellers currency.
• Develops a relationship with potential and current customers; interviewing customers to obtain information; establishing proper identification of new customers.
• Presents MA Banks product line up to customers in person and over the phone or online; listening to customers needs to help determine the best fit for the customer; cross-selling where appropriate by applying professional sales techniques.
• Opens and maintains personal accounts, and corresponding products and services, such as safe deposit boxes and cards for customers; follows up as needed to provide the best possible customer service.
• Develops and maintains an in-depth knowledge of current MA Bank products and services, as well as corresponding bank policies, procedures, and processes; stays current on regulations affecting MA Bank products and services.
• Contributes to teamwork by having flexibility for changing schedules as the need arises.

ADDITIONAL JOB DUTIES

• Represents MA Bank in various community, civic, and community reinvestment functions to further enhance the Banks image and develop additional business.
• Stays current on products available in other bank departments; matching customers to new services and product promotions; ascertaining customers' needs.
• Complies with bank operations and security policies and procedures.
• Maintains a professional appearance and work area; dressing in accordance with bank dress code; keeping work area stocked with required supplies; organizing work space for efficiency and appearance; reporting malfunctions of computers and other equipment.
• Maintains customer confidentiality and protects bank operations by guarding customers personal and account information; being vigilant regarding potential information security threats
• Maintains knowledge of and complies with regulatory guidelines governing financial institutions and MA Bank policies and procedures by completing assigned and voluntary training; reading and reviewing MA Bank polices & procedures at time of hire and subsequent revisions.
• Contributes to a team effort for the bank by completing other duties as needed.
• Other duties and responsibilities, as assigned.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong attention to detail and ability to minimize errors in work.
• Strong interpersonal and communication skills along focused on excellent customer service.
• Good understanding of banks products and services.
• Basic computer skills and basic knowledge of office equipment.
• Basic knowledge of math and financial calculations
• Basic professional, tactful negotiation and persuasion skills to promote and sell banking products and services
• Ability to demonstrate positive and helpful demeanor when working with the public.
• Ability to be cross-trained and flexible with daily work managing interruptions effectively.
• Ability to establish and maintain effective working relationships with staff and other employees.
• Ability to work in a constant state of alertness and safe manner.
• Perform other related work as assigned.

ORGANIZATIONAL COMPETENCIES:

Building Trust: Interacting with others in a way that gives them confidence in ones intentions and those of the organization. This includes building trust within the organization between people and departments; and external of the organization with suppliers, customers, and other stakeholders.

Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities, without putting the company at risk; crafting and implementing service practices that meet customers and own organizations needs.

JOB-SPECIFIC COMPETENCIES:

Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Engagement Readiness: Demonstrating a willingness to commit to ones work and to invest ones time, talent, and best efforts in accomplishing organizational goals

Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Sales Ability/Persuasiveness: Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High School Diploma or equivalent required.
• Customer service experience preferred and banking experience a plus.

PHYSICAL CONTEXT AND WORK ENVIRONMENT

The work environment is usually a well-lighted, environmentally controlled indoor environment with moderate level of noise. Position may require some occasional local travel.