Function: Operates a customer service window to provide customers with quality service on a variety of transactions, and either provides technical direction and training for other customer service representatives.
Duties and Responsibilities:
Proves competencies in bank operations by:
Completion of the RSS training Rotation as scheduled by Retail Training in conjunction with Retail Operations including:
Day 1 Full Day Training (with Retail Operations) – GL, Optima, Fraud, TellerInsight, Branch Captures, Violations
Day 2 ½ Day Teammate Training (on-site with Teammate RSS)
Day 3 Full Day Training (with Retail Operations) – Retail Operations Monitoring Program Review (ROMPR)
Day 4 ½ Day Teammate Training (on-site with Teammate RSS)
Shows accuracy and balancing skills by maintaining a balancing rate of 90% for six consecutive months.
Demonstrates knowledge of Retail Customer Service Expectations by:
Completion of Retail Service training as assigned by Retail Trainer(s).
Successful 90%+ performance scores in our Voice of the Customer Mystery shop program.
Uses a combination of Customer Service Information Inquiry Computer Systems, Service and Trust skills, product knowledge, and knowledge of S&T policies and procedures to successfully operate a customer service window in an efficient and accurate manner, providing exceptional customer service on a variety of transactions:
Utilizing Computer Systems to properly identify customers, verify authenticity of the requested transaction, and complete required steps to protect the customer and the bank from fraud (including, but not limited to; verifying balances, placing holds, and documenting proper identification).
Accepting checks or coupons for cashing, identifying customers, verifying endorsements and balances, and/or referring customers to branch management for authorization.
Processing deposits and withdrawals and performing related duties.
Providing additional customer services, which may include bank money orders, and other services.
Accepting various loan payments or other types of payments.
Balancing cash window daily.
Performing ATM settlements daily.
Maintains a positive relationship with bank customers and seeks to contribute to branch sales goals by consistently recommending S&T products and services.
Promotes the bank's services, answers questions regarding banking matters, and directs customers to other departments for specialized services. Identifies customer needs for other services to expand the business relationship, and develops new customers to increase market share and improve profitability.
Provides services including processing night deposits, mail deposits, and safe deposit admittance as needed.
Performs duties in support of branch operations, such as monthly reports, reconcilements, and logs.
Use resources provided to keep the branch balanced and in compliance.
Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.
Attends and successfully completes training on Customer Service Information Inquiry Computer Systems, Retail Service, regulatory and product knowledge etc. as needed.
Performs additional duties as required.
Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. The primary parts of the body involved in performing these tasks are the fingers, thumbs, hands, wrists, elbows, legs, feet. The job requires a cycle of body movements to include reaching above the shoulders up to one time per minute. Bending and twisting required one time per minute. Standing is required two hours per day in a straight position. Sitting is required five hours per day in a leaning position. Walking is required one hour per day. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18”-20“ for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
2 - 5 years: Two to five years general and specialized experience, specifically having the knowledge to prepare balance reports. Successful completion of the retail training program required.
High School or better in Academic/General or related field
Licenses & Certifications
Retail Serv Spec Cert
Excellent written communication
Excellent verbal communication
Ability to work independently
Ability to work in a fast-paced environment
Thought Provoking: Capable of making others think deeply on a subject
Team Player: Works well as a member of a group
Loyal: Shows firm and constant support to a cause
Leader: Inspires teammates to follow them
Innovative: Consistently introduces new ideas and demonstrates original thinking
Functional Expert: Considered a thought leader on a subject
Enthusiastic: Shows intense and eager enjoyment and interest
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Dedicated: Devoted to a task or purpose with loyalty or integrity
Self-Starter: Inspired to perform without outside help
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.