Retail Sales Associate at S&T Bank in Irwin, Pennsylvania

Job Description:

Irwin Route 30: 9350 Route 30, Irwin, PA  15642

Work Days and Expected Hours:

Monday-Friday: 8:30 AM to 6:00 PM 

Saturday: 9:00 AM to 1:00 PM

(Must be flexible around branch hours)  

Function: Responsible for the delivery of exceptional customer service related to branch operations on the teller line in conjunction with sales and platform duties, including meeting assigned sales goals, in support of Individual and Branch production goals.  Shared responsibility of duties is dictated by the business needs of the branch.  

 

1. Completion of Platform Training program as assigned by Retail training.

   
   

    




2. Uses a combination of Computer Inquiry Systems, Service and Trust skills, product knowledge, and knowledge of 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, including the following:

   
   
   
   

   1. Utilizing Computer Inquiry 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).

   
   

   2. Accepting deposits, verifying endorsements, and issuing receipts.

   
   

   3. Accepting checks or coupons for cashing, identifying customer, verifying endorsements and balances, and/or referring customers to branch management for authorization.

   
   

   4. Accepting savings deposits and withdrawals and performing related duties.

   
   

   5. Providing additional customer services, including bank money orders and other services.

   
   

   6. Accepting various loan payments or other types of payments.

   
   

   7. Balancing window cash daily.

   
   

   8. Performing ATM settlement where applicable.

      
      

       

   
   



3. Uses the following key sales functions to deliver exceptional customer service and ensure            complete customer satisfaction,
       while meeting and exceeding established sales goals:

   
   

               a.     Successfully develops customer profiles and identifies their banking needs.

   
   

               b.     Closes business and performs follow-up calls to ensure customer satisfaction.

1. Builds warm but professional relationship with customers to help further define their needs

   
   

           and increase their loyalty to S&T Bank.




2. Uses a complete understanding of the Sales & Service process and a comprehensive knowledge of S&T policies and procedures to successfully identify add-on selling opportunities and make recommendations to customers based on their needs.

   
   

    

1. Performs follow-up calls to new account customers to determine satisfaction and additional leads.

 

1. Performs outbound calls as assigned to grow existing customer relationships and gain new customers.

   
   

    




2. Refers customers, based on their needs, to other areas of the bank such as Mortgage, Wealth Management, Business Banking, etc.

   
   

    




3. Participates in branch sales call campaigns, as needed.

   
   

    




4. Performs data entry and prepares documentation to process new account customers and change existing accounts.

   
   

    




5. Maintains existing accounts; answers questions and solves problems related to customer accounts and handles check orders for new and existing accounts when needed.

   
   

    




6. Performs customer service duties as required, such as taking deposits, cashing checks, and processing withdrawals.

   
   

    




7. May handle loan inquires, take loan applications; utilize decision power applications as customers’ needs dictate.

   
   

    




8. 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.

   
   

    




9. Requires S.A.F.E. Act certification.  Proof of registration with the registry and verification of a unique identifier as established under the guidelines of the S.A.F.E. Act is required upon hire and/or must be obtained prior to performing the duties of a Mortgage Loan Originator, as defined by the Act.  This registration must be maintained annually in accordance with the S.A.F.E. Act.

 

1. Assumes additional duties as required, such as, but not limited to balancing ATMs, processing deposits, etc.

 

Education

 

Requires a high school diploma or equivalent. 

 

Experience

 

Two to five years general and specialized experience. Successful completion of the retail training program required including CSR and RSA training programs.

 

Problem Solving/Decision Making

 

Average independence in this position.  Above average repetition in this job.  Handles above average amount of severity of problems.  Handles above average amount of set procedures.  Above average impact of decisions on the company. 

 

Complexity and Judgment

 

Organizes and lays out work according to set procedures.  Judgment is required frequently and continuously.  Mistakes would likely be discovered by the supervisor, other employees and customers and their effect would be major.  

 

Creativity and Foresight

 

To an average extent develop new ideas.  To a significant extent facilitates action.  To an average extent sets path for the future. 

 

Communications

 

To an average extent required to be involved in verbal presentations and to a significant extent required to be involved in discussions and negotiations, both internally and externally.  To an average extent required to write memos, reports, emails, forms.  To a significant extent required to maintain records and logs.  The audience to create forms, logs and memos are the support areas staff.  Continually in contact with employees inside the department.  Frequently in contact with employees outside the department.  Occasionally in contact with vendors.  Continually in contact with customers at bank locations.  Occasionally in contact with general public; community or industry associations.  Moderate influence with company operations/image and contacts.  Company image will influence external customers.  Promote S&T Bank producers/services. 

 

Impact on the Bank

 

At average level responsible for meeting operating goals.  At average level responsible for influencing employees’ work.  To some extent responsible for setting policy.  At average level responsible for advising higher management.  The effect of errors would be significant pertaining to costs, processes, revenue and overall company performance.  If controls aren’t in pace or mistakes are made it can be quite significant.

 

Supervision Required

 

Work done independently and that which is assigned is about evenly balanced. 

 

Use of Technology

 

Proficient skill level in using a personal computer, calculator, and telephone equipment. Basic skill level in working with word processing, spreadsheets, graphics, and databases. Proficient skill level in working with Banking Systems: IBS, Intranet, Email and Bank’s HRIS.

 

Accuracy

 

The job has access to confidential information to include customer information.  Effect of errors:  Privacy Policy Violations. 

 

Mental Demands

 

Frequently needs to make quick decisions.  Frequently needs to concentrate.  Frequently handles distractions that interfere.  Continually handles a diversity of problems and perform multiple tasks.  The ability to oversee teller line while assisting one customer at time and providing quality service.

 

Physical Demands

 

Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. 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.

 

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