Requisition Number 19-0627 Post Date 5/17/2019 Title Service Associate - Reserve (Teller) City Lambertville State MI Description
Position Goals:
Execute on individual sales and service metrics to help the banking center achieve the strategic and tactical plans of the company. Provide high quality customer service by accurately and efficiently completing bank transactions while mitigating risk by following operational procedures as well as identifying products and services to meet the current and future financial needs of bank customers. Exceed personal production goals while delivering a meaningful customer experience.
Direct Management Received:
Under the direct management of the Banking Center Manager or Banking Center Customer Service Manager depending on work location.
Direct Management Exercised:
None
Essential Duties and Responsibilities:
1. Provide high quality customer service within the banking center.
•Respond to customer requests of everyday monetary banking transactions and process these according to regulations, bank policies and procedures in an accurate and timely manner i.e. cashing checks, deposits, loan payments, change orders and night deposits.
•Accept payments for various types of loans.
•Process non-monetary requests and transactions for customers i.e. stop payments, revocations, address changes, money orders, cashier's checks, debit cards, check and deposit slip orders within scope of authority.
•Mitigate customer attrition by working with the Banking Center Management team to process customer requests to close checking and savings accounts.
•Resolve customer inquiries and problems within scope of authority while proactively using service to sales techniques to provide financial solutions to meet the customer's current needs.
•Use feedback from Customer Service surveys to continually build customer loyalty and customer advocates.
2. Contribute to overall banking center operation.
•Balance cash, daily transactions, TCR, vault and ATM.
•Understand and ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, etc.
•Comply with information security policy and customer verification procedures to protect customer privacy.
•Adhere to and participate in completing the branch daily security checklist. Assist with opening and closing banking center.
3. Actively participate in a high performing sales environment by seeking opportunities to cross-sell bank products, make customer referrals in response to identified customer needs and other activities to support the retail scorecard goals.
•Utilize the HUB to proactively recommend prompted products and service to the customer.
•Proactively participate in teleconsulting activities to drive business results.
•Be knowledgeable of all bank products and support the whole bank by making partner referrals.
•Exceed individual sales goals and actively participate to help the banking center exceed scorecard goals.
•Fully engage in the sales management process, including but not limited to daily huddles, weekly sales meetings, touch bases and coaching sessions.
4. Adhere to the policies and procedures in the Banking Center Manual.
5. Attend and/or complete applicable and required training sessions.
6. High performing individuals may serve as a Banking Center Mentor.
7. Open new accounts while training for advancement opportunities or serving as a backup role in the banking center.
Knowledge, Skills and Abilities:
In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Work/Life Balance, Composure & Patience, Drive for Results, Self Development & Knowledge, Dealing with Change, Decision Quality, and Informing.
Competencies
Customer Experience
Deliver a differentiated customer experience by delivering the FMB Gold Standard of Service every day:
•Greet each customer, use the customer's name, make eye contact, smile and thank the customer for their business.
•Identify customer cues and conduct a needs based conversation with each client to uncover needs and recommend solutions.
•Take ownership of customer inquiries and ensure the appropriate follow up
•Utilize the customer feedback portal on Passageways as a central repository for customer compliments and complaints.
•Adhere to service level agreements by returning calls and e-mails within 24 hours.
•Maintain a professional image detailed in the FMB dress code to include name tag and FMB shield
Operational Effectiveness
•Minimize banking center losses by adhering to check cashing guidelines and Associate Balancing Criteria.
•Maintain awareness of current trends in fraud and apply the appropriate level of caution to minimize potential losses.
•Participate in quarterly Banking Center security meetings.
•Attend or proactively seek out the information from the monthly Retail Operations call.
•Comply with information, physical security, and cyber security policies.
•Understand and ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, EDD, etc.
•Know and utilize resources when making decisions to minimize loss.
•Follow all bank standard operating procedures.
•Effectively copes with change by shifting gears; makes decisions based on knowledge at-hand; has the ability to move-on if circumstances dictate; comfortably handles risk and uncertainty.
•Actively participate in all banking center... For full info follow application link.
First Merchants Bank is an Equal Opportunity Employer and E-Verify participant (M/F/D/V).
