Summary:
Plans, implements and directs the business development and sales activities of the Branch as communicated by the Branch Manager. Has thorough knowledge of advanced new accounts and handles teller transactions in accordance with bank policies and procedures. Builds relationships by providing excellent client service. Cross sells bank products and services. Accountable for the achievement of operational and sales/referral objectives and job expectations.
Responsibilities may include providing support for digital banking services and customer assistance in person, via phone, web and chat. This entails guiding clients through the use of online banking platforms, troubleshooting issues related to mobile and online banking applications, and ensuring seamless execution of digital transactions. All support must be delivered while maintaining the highest standards of information security and confidentiality for both the client and bank data.
Bankers are expected to manage their accuracy and exceptions. Maintaining a high standard of accuracy in all work produced, including client documentation, transaction processing, and compliance assessments is necessary to perform the job well. Any errors, discrepancies, or exceptions must be promptly identified and resolved within established timeframes to uphold the bank’s operational integrity, regulatory compliance and reputation.
Essential Duties and Responsibilities: Includes the following. Other duties may be assigned.
Service
- Greets clients and establishes a quality service environment by displaying a friendly and courteous attitude and using the customer’s name at least once during the conversation.
- Services clients by accepting and processing transactions with accuracy within policy guidelines (e.g. deposits, withdrawals, payments, check cashing, issuing negotiable items etc.)
- Opens /closes and comprehends Level 1 products (Checking, Savings, Money Markets, and CD’s).
- Opens/closes and comprehends Level 2 accounts (IRA’s, business accounts, trust accounts, conservator accounts).
- Understands the requests the appropriate legal documentation when required.
- Explains transaction policies and procedures to clients. Solicits assistance from supervisor as needed.
- Obtains supervisory approval for transactions outside authorized limit.
- Notifies management of suspicious or questionable transactions.
- Refers large withdrawals and account closures to manager/sales staff for retention efforts.
- Actively seeks out and maintains basic product knowledge of all banking products. This knowledge may be obtained through training courses, branch meetings, corporate communications, etc.
- Logs all client calls and interactions in CSI Connections.
- Safeguards assigned cash and balances cash drawer daily as outlined in the Addendum to Cash Handling Procedures.
- Place holds on funds when appropriate and advises clients of funds availability.
- Maintains dual control and adheres to all security policies and procedures at all times.
- Completes assigned Sales Training and Compliance Testing.
- Participates in departmental meetings including accepting assignments for presentations.
- Reports to work punctually as scheduled and maintains professional appearance and conduct within the guidelines set forth in the Bank’s Employee Handbook.
- Able to process transactions through Branch Capture (If applicable).
- Allows entry of safe deposit box holders and accurately maintains entry card (If applicable).
- Exhibits excellent client service standards including face-to-face interactions, phone skills, and promptly replying to voicemails and emails.
- Familiar with Bank policies and procedures and uses them to make good judgment calls when handling client issues.
- Works with minimum supervision.
- Trusted with Branch/Vault combinations, keys and alarm codes.
- Ensures Branch Opening and closing procedures are followed.
- May be asked to train new employees.
- Teller override authority.
- Vault Custodian.
- Places Coin/Currency orders and ships excess to maintain an adequate amount of cash to meet the daily needs of the Branch while staying within assigned branch cash limits.
- Ensures Teller Audits are completed as per bank policy.
- Complete Monthly Branch Audits.
- Complete Quarterly Security Audits.
- Supervises operational issues and personnel in the absence of the Branch Manager.
Sales
- Identifies sales opportunities and makes referrals to appropriate sales representative.
- Participates in external sales calls.
- Actively participates in sales events, which includes but is not limited to Bank promotions, branch promotions, external events and promotional activities.
- Encourages the use of alternate delivery systems such as Debit Card and On-Line Banking.
- Helps plans and/or conducts in Branch sales meetings.
Supervisory Responsibilities
May supervise Relationship Banker I, II, III and Teller I, II, III, IV. Carries out supervisory responsibilities in accordance with organizational policies and applicable laws. May assist in interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems with the direction of the Branch Manager.
Knowledge, Skills, and Abilities
- Basic PC skills-MS Office (Outlook, Word & Excel)
- Superior interpersonal and communication skills
- Strong organizational skills
- Flexible, team player, self-starter, takes initiative
- Ability to multi-task
Other Duties and Responsibilities that may be assigned
- May float to other branches as needed for coverage
- Notary Public
- NMLS
Community Service
Participate in Community service and CRA activities.
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) or currently attaining high school diploma or working through a co-op program. A minimum of twelve months’ previous cash-handling experience and/or training required, or an equivalent combination of education and experience. Must be able to use a PC and alpha/numeric keyboard with accuracy. Previous customer service experience of at least twelve months required. Previous management/supervisory experience of at least twelve months preferred.
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 and other employees in the organization.
Mathematical Skills
Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.
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 walk; sit; use hands; reach with hands and arms and talk or hear. The employee is occasionally required to stoop, kneel, crouch or crawl. Specific vision abilities required by this job include distance vision.
- Duties require employees to work onsite.
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.
