JOB DESCRIPTION: Telephone Operator/
Title: Telephone Operator
Revised: 8/14/26
Department: Retail
Employment Status: Full Time
Reports To: Assistant Branch Manager
FLSA Classification: Non-Exempt
Primary Purpose:
1. To represent Sugar River Bank by projecting a professional image through actions and appearance.
2. To answer incoming calls immediately, ascertain their needs and refer them too the
appropriate person or department.
3. Demonstrate world class service through performance and attitude.
4. Provide exceptional service to our customers by adhering to all service standards.
5. Look for and capitalize on opportunities to continually expand the Bank's relationship with each and every customer.
6. Provide outstanding internal service and be a valued, supportive team member to all fellow associates.
7. To adhere to all policies and procedures.
8. To understand and adhere to all compliance regulations as they pertain to the Bank and/or department.
Equipment Usage:
Computer terminals, calculators, printers, copiers, telephone and other equipment as needed.
Essential Duties/Functions:
1. Answer incoming calls promptly and professionally:
a. Transfer to the appropriate individual or department.
b. Take accurate messages and forward to appropriate individuals or departments.
c. Request coverage of incoming calls when unavailable.
2. Banno Conversations (online messages): Respond with appropriate chat support in a timely manner and/or assign to appropriate branch/department.
3. Regularly report any customer concerns relative to the bank to the Branch Administrator.
4. Review Retail Maintenance and other retail reports and follow up with questions or concerns.
5. Cooperate with other departments/branches to ensure harmony and understanding in all aspects of our Bank.
6. Complete annual trainings and Know be 4 courses in a timely manner as required.
Secondary Duties/Functions:
1. Perform all essential and secondary functions of the Receptionist.
2. Performs other duties as assigned.
Required Knowledge, Skills, and Abilities
Individuals must possess, be able to explain and demonstrate that they have the skills, the ability and knowledge in the Retail Department in order to safely and efficiently perform the essential and secondary functions of the Telephone Operator and Receptionist's position, with or without reasonable assistance and with or without mechanical devices.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.
Physical:1. Physical activity of this position requires:
a. Ability to extend hand(s) and arm(s) in any direction; pick, pinch, type or otherwise work primarily with fingers continuously.
b. Ability to withstand substantial movements (motions) of arms, wrists, hands, and/or fingers.
c. Ability to sit for long periods of time primarily in one spot.
d. Ability to lift 30lbs from the floor to above waist level occasionally to pass coin orders over the counter to customers
e. Ability to crouch and kneel for short periods of time to service and/or set up equipment
f. Ability to walk about the work area to perform various tasks
g. Ability to push and pull objects of larger size to move equipment and coin when necessary
h. Ability to express or exchange ideas by means of the spoken word. Essential functions include activities in which incumbent must convey detailed or important spoken ideas to co-workers and customers.
i. Ability to receive detailed information through oral communication and make fine discrimination in sound
2. Physical effort of this position is light work: exerting up to 30 pounds of force occasionally, and/or a negligible amount of force constantly to move objects.
Visual:
The acuity requirements include color, depth perception and full field of vision. Visual acuity sufficient for work deals largely with preparing and analyzing data and figures, accounting, transcription, computer terminal operation, extensive reading and visual inspection involving small parts/defects.
Mental:
This position requires the ability to plan and perform diversified duties. Judgment in the analysis of facts and conditions regarding individual problems or transactions. This determines what actions should be taken within the limits of standard practice.
Qualifications:
Education: High school diploma or equivalent
Experience: 1 ? 3 years in related field helpful
Keyboard and/or computer experience beneficial
Strong communication skills very helpful
Serving customers extends to all personnel. If you are not serving a customer face to face or on the phone, you are serving an employee who is. Service Standards are expected to be followed by everyone and are to be applied to co-workers as well as customers and potential customers.
SUGAR RIVER BANK SERVICE STANDARDS:
1. Focus ? My #1 goal at work is to exceed my customers' expectations.
2. Acknowledge Customers ? will greet and acknowledge each customer in a courteous and sincere manner.
3. Helping to Improve the Customer's financial life ? will work to identify customers' needs and offer products and services that can help meet those needs.
4. Knowledge ? will be knowledgeable in all aspects of my job, the products and services our institution offers, and how each can benefit our customers.
5. Accuracy, Consistency, and Efficiency ? will take pride in my efficiency and accuracy and the image it projects upon the institution as a whole.
6. Phone Service ? will take pride in my phone behavior and the impact it has on the image of the institution and the service provided to customers.
7. Team Work ? will contribute so that I am a productive member of the organizational team.
8. Courtesy ? will be courteous and professional in all contacts with customers and co-workers.
9. Communication Skills ? will be professional in my communication with all customers and co-workers.
10. Confidentiality ? understand the importance of confidentiality and will respect all customers' rights with regard to it.
11. Appearance ? will maintain a professional appearance at all times for myself and my work area.
I understand that this job description is not a contract of employment between me and the bank and I should not view it as such. No employee is guaranteed employment for any specific duration. I also understand that no one from the bank has any authority to represent to me, orally or in writing, that this job description or anything contained in it is or may be viewed as an agreement or as a commitment to me, and no such representation shall be binding upon the bank. I further understand that the bank reserves the right to unilaterally modify, amend, or eliminate pieces of this job description at any time. The bank is an employment-at-will employer. This basically means that at any time during my employment I may resign, if it is in my best interest. The bank has a commensurate right to protect the bank's best interest.
