Retail Services Specialist at S&T Bank in Pittsburgh, Pennsylvania

Job Description:

 

Squirrel Hill: 6306 Forbes Ave., Pittsburgh, PA 15217

 

Work Days and Expected Hours:

Monday-Thursday: 9:00 AM to 4:00 PM 

Friday: 9:00 AM to 5:00 PM

(Must be flexible around branch hours)

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.

 

 

 

1.  Proves competencies in bank operations by:




2. Completion of the New to S&T RSS Job Family Plan as scheduled by Retail Training in conjunction with Retail Operations.




3. Shows accuracy and balancing skills by maintaining a balancing rate of 90% for six consecutive months 




4. Demonstrates knowledge of Retail Customer Service Expectations by completing of Retail Service training as assigned by Retail Trainer(s). 




5. 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:

   
   
   
   

   1. 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).

   
   

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

   
   

   3. Processing deposits and withdrawals and performing related duties.

   
   

   4. Providing additional customer services, which may include bank money orders, and other services.

   
   

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

   
   

   6. Balancing cash window daily.

   
   

   7. Performing ATM settlements daily.

   
   

   8. Having satisfactory ROMPR audit.

      
      

       

   
   



6. Works directly with and supports staff for Retail Services Supervisor.

   
   

    




7. Maintains a positive relationship with bank customers and seeks to contribute to branch sales goals by consistently recommending S&T products and services.

   
   

    




8. 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.

   
   

    




9. Provides services including processing night deposits, mail deposits, and safe deposit admittance as needed.

   
   

    




10. Performs duties in support of branch operations, such as monthly reports, reconcilements, and logs.

    
    
    
    

    1. Use resources provided to keep the branch and business lines, including Wealth Management, Mortgage, and Business Banking balanced and in compliance.

       
       

        

    
    



11. 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.

    
    

     




12. Attends and successfully completes training on Customer Service Information Inquiry Computer Systems, Retail Service, regulatory and product knowledge etc. as needed.

    
    

                                                                                                                                                                                                                   




13. Performs additional duties as required.

    
    

     

    
    

     

    
    

    Education

    
    

     

    
    

    Requires a high school diploma or equivalent, plus specialized training or a two year degree. 

    
    

     

    
    

    Experience

    
    

     

    
    

    Two to five years general and specialized experience, specifically having the knowledge to prepare balance reports.  Successful completion of the retail training program required.

    
    

     

    
    

    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 a significant 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 products/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.  The RSS is overseeing the operation of the entire CSR staff.  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.  Proficient skill level in working with Microsoft Word, Excel and Outlook.  Basic skill level in working with graphics and database.  Advanced 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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