Customer Service Specialist (Float)

Banking Teller Position

This position provides excellent customer service and a full range of banking services with an emphasis on developing, building and retaining strong customer relationships for customers with basic deposit and lending needs. Processes routine and complex teller transactions efficiently and accurately while meeting the Bank's Customer Experience standards and may have vault cash and ATM responsibilities. Contributes to the overall sales growth of the Bank by engaging in customer conversations to develop rapport, explore financial needs and goals and recommend solutions. Engages business partners to provide more expert assistance as appropriate. May assume responsibility for the Branch in the absence of the Branch Manager, Assistant Branch Manager, Relationship Manager or Retail Loan Specialist.

Accountabilities

Customer Experience :

• Promotes a customer-centered culture and attitude among staff
• Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis
• Engages in conversations and demonstrates basic consultative sales skills to understand customer needs and financial goals, offers solutions as appropriate or refers to other team members in accordance with Bank strategy
• Understands the Bank's products and services and how they benefit customers, promoting as appropriate
• Embraces and utilizes the Bank's sales and coaching process, completes action plans in an effort to meet goals

Sales and Servicing :

Customer Transactions :

Compliance and Control :

General :

Competencies

Integrity / Ethics deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad

Vision / Values Supports company mission / values through daily actions and decisions, communicates the Bank's vision, mission and values to others

Adaptability / Flexibility adapts to change, is open to new ideas, takes on new challenges

Initiative takes action, operates as a pro-active self starter, acts on opportunities to improve

Interpersonal Skills has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication

Productivity manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards

Decision Making - able to think through a problem, following proper steps in finding resolution

Teamwork Team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities

Sales Skills applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, cross selling skills, ability to identify and act on sales opportunities, works to develop sales skills

Knowledge / Skills / Experience Requirements

High school diploma or equivalent

Two years experience in retail banking, lending, sales, customer service and / or cash handling experience

Demonstrated basic lending proficiency

Demonstrated personal computer literacy

Physical Demands / Conditions Requirements

General office environment

May be required to move bags of coin short distances. Moderate lifting (up to 50 lbs.) required.

Moderate reaching, walking, sitting and standing required

Equipment Used

General office equipment