Provide quality customer service to clients and assist customers with account inquiries and transactions. Ensure accurate and timely service to customers.
Provides account services to clients by receiving deposits and withdrawals, cashing checks, selling cashier’s checks and money orders, answering questions in person or by telephone, referring to other bank services.
Cross-sell bank products by answering inquiries, informing clients of new products or services; leverage Tell-A-Friend.
Comply with bank operations and security procedures by participating in all dual control functions.
Maintain client confidence and protect bank operations by keeping bank and client information confidential.
Monitor and adhere to operational controls, including legal, corporate and regulatory policies and procedures to ensure safety and security of client and bank assets.
Develop and execute action plans to improve operational controls and mitigate controllable losses while maximizing client advocacy
Drive efforts in the branch to identify and implement service behaviors and plans that improve overall client experience.
Resolve or refer escalated client complaints/issues promptly and effectively.
Participate in effective lobby and line management to deliver exceptional customer service.
Create a warm, welcoming and friendly environment for clients and co-workers.
Demonstrate a positive can-do attitude and develop a client first culture.
Support sales/service activities within the branch by participating in seminars, micro-marketing events, promotional campaigns, product initiatives, etc.
Foster teamwork in the branch to ensure a positive employee and overall client experience.
Partner closely with Assistant Branch Manager to develop a robust referral culture.
Provide support to Assistant Branch Manager by attending and/or leading daily operational meetings.
Assist in creating a strong sales, service and operation’s culture.
Partner with Assistant Branch Manager in leading the execution of scorecard goals.
Meet regularly with Assistant Branch Manager to discuss service plan, goals, and strategies for referring clients; solicit feedback and coaching to optimize performance.
Assist in providing in-branch service to support service excellence and generate sales leads.
Actively participate in branch meetings.
Contribute to team effort by accomplishing related results as needed.
High school diploma/GED or equivalent work experience or education; previous banking experience preferred.
Exceptional customer service orientation.
Some clerical, administrative, cash handling, sales or customer service experience.
Demonstrated knowledge of customer service principles.
Referring to client needs.
Effective written and oral communication skills; excellent interpersonal and organizational skills.
Basic computer skills – be able to interact with clients around banking technology