North Shore Bank is about helping families thrive, businesses grow and communities flourish. We are dedicated to championing our customers, empowering them to bank their best life, and supporting the community we all share. And it’s our employees that make the difference. With offices located throughout eastern Wisconsin and northern Illinois, we offer a work culture that has been recognized as a Top Workplace thirteen times by the Milwaukee Journal Sentinel.
As a mutual company, North Shore Bank isn’t publicly-owned, which means when we come to work every morning, our sole focus is on providing high-touch service to our customers and employees, and supporting our local communities. Are you looking for a company that places long-term growth ahead of short-term profits? Where you can put your customers first and think creatively to solve challenges? Where respect, integrity and being true to your word are valued and rewarded? This is the place.
SUMMARY: Responsible for the coordination of the fixed activities of the Branch. Performs office and administrative duties, resolves problems and actively cross-sells bank products and services. Supports and demonstrates the customer service standards set by North Shore Bank. Acts in a supervisory capacity in the absence of the Branch Manager. Some Lead Tellers are assigned as Area Lead Tellers; staff in these roles are assigned a number of branch locations to support.
ESSENTIAL DUTIES AND RESPONSIBILITIES North Shore Bank’s Position Descriptions are intended to describe only the major responsibilities of the job. You may be expected to perform other duties specified by your manager. Everyone is expected to contribute whatever efforts necessary to operate efficiently and effectively to insure the success of North Shore Bank.
- In coordination with Branch Manager, disseminates all operational changes/updates to branch personnel through staff meetings.
- Serves the customer in a professional, courteous, efficient manner through prompt handling of all teller functions. Ensures adherence to NSB customer service standards with both internal and external customers.
- Answers questions from prospects or customers and maintains good customer relations; direct customers to proper employees for answers to more complex problems and inquiries.
- Handles complex and non-routine inquiries by tellers and customers concerning bank policy and operating procedures; researches and solves customer’s problems, referring more difficult situations to the manager.
- Ensures that standard operating procedures and security procedures are being followed and provides guidance and training to branch personnel on operating problems, exceptions and adjustments.
- Ensures that the bank assets, both monetary and non-monetary are safeguarded by adhering to all established policies and procedures.
- May initiate equipment service calls; assists with proper records maintenance.
- Opens and closes the branch.
- Ensures proper scheduling of staff.
- Displays good business judgment when waiving fees within established bank guidelines
- Gives performance feedback to branch manager regarding teller staff.
- Identifies cross-sell opportunities; makes appropriate referrals and cross-sells on a consistent basis.
- Makes telephone sales calls.
- Acts as a Personal Banker as needed. Sells new or additional products and services that meet customers' needs in a prompt and courteous manner through the new accounts desk, in-aisle solicitation, telemarketing, trade shows, community events and other techniques as appropriate.
- Keeps current with products, services, promotions, policies and procedures.
- Meets or exceeds minimum personal referral goals.
- Helps tellers be accountable for results to meet branch goals.
- Assists with daily sales support as required.
- Prepares and implements monthly sales plans.
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 equivalent and one year bank-related operational support experience. Requires demonstrated customer service abilities. Must have demonstrated knowledge of financial concepts. Previous Teller experience preferred.
OTHER SKILLS and ABILITIES:
Position requires individual with effective verbal and written communication skills, including listening skills. Individual will need to function within an environment of potential distractions and interruptions which require an ability to remain focused and manage priorities and details. Ability to direct the work of others and provide constructive feedback is essential.
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 stand, walk, sit, and talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
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.
