POSITION SUMMARY:
Services customers and their accounts, cross-selling bank products, and complying with bank operations. Works with customers and prospective customers on deposit related products along with other services offered by the bank making recommendations, which will satisfy the customer’s needs.
ACCOUNTABILITIES: ***
Sales: 50%
- Cross-sells bank products or services to existing and potential customers through in-person sales sessions as well as by phone, written correspondence, and external sales calls.
- Opens all types of accounts; including checking, savings, certificates of deposits, IRAs, etc.
- Provides information and referrals to customers seeking other services; including but not limited to, Wealth Management services, HLC referrals and/or other lending needs.
- Maintains high product knowledge by learning new selling techniques, new products, and market trends.
Service: 45%
- Answers questions or resolves complex technical problems on customer accounts.
- Performs bookkeeping duties related to the balancing/reconcilement of accounts and reports.
- Completes special requests by closing accounts; takes orders for checks, provides special statements, copies; completes safe deposit box procedures; changes PIN numbers; assists customers with servicing of savings bonds.
Other duties: 5%
- Maintains accurate records of all sales production and prepares a monthly report.
- Complies with bank operations, security, and compliance procedures by participating in all dual control functions.
- Maintains customer confidence and protects bank operations by keeping information confidential.
- Assists tellers if needed.
- Assists in operational maintenance of accounts.
- Contributes to team effort by accomplishing related results as needed.
- Maintains customer confidence and protects bank operations by keeping information confidential.
- Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
- Participates in civic and community activities to generate visibility and contact for the bank.
- Attends mandatory compliance and security sessions. Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.
*** % is based on average of all positions; some %’s may vary dependent upon the location
COMPETENCIES:
Customer Service
- Exhibits customer focus, acknowledges & listens to customer, and provides friendly, courteous, and efficient service.
Active Listening
- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Verbal/Written Communication Skills
- Provides information to customers outside the organization, supervisors, co-workers, and subordinates clearly and concisely in writing, by telephone or through e-mail.
Attention to Detail/Accuracy:
- Is careful, exact, and free from mistakes and errors. Adheres closely to a set of standards.
Judgment and Decision Making
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- Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Organization
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- Develops specific goals and plans to prioritize, organize, and accomplish work.
Interpretation of Information to Others
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- Translates or explains what information means and how it can be used.
Compliance/Banking Regulations
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- Uses relevant information and individual judgment to determine whether events or processes comply with laws, regulations or standards.
Documenting/Recording/Processing Information
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- Enters, transcribes, records, stores or maintains information in written or electronic/magnetic form.
Computer Skills
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- Uses computers and computer systems (including hardware & software) to enter data and process information.
