Midwest BankCentre
  • 31-Oct-2017 to 30-Dec-2017 (CST)
  • Customer Service
  • St. Louis, MO, USA
  • Full Time

 

Retail Support

Universal Banker

    Reports to:  BankCentre  Management Team

 

 

I.     Function and Impact Information

Purpose of Job

Deliver excellent customer experiences by traveling to all locations upon request for staffing coverage.  Proactively and reactively help customers achieve greater financial success by identifying needs and offering financial solutions. Service customers effectively, professionally and efficiently.

 

Impact of the Job

This position is critical in Attracting, Attaining, & Retaining customers at the GREATEST PLACE TO BANK.  Customers are provided with an excellent experience by conversations and recommendations given their current and future financial needs and goals. Interactions are conducted effectively and efficiently thereby earning customers trust and confidence. 

 

Direct impact on the bank's ability to achieve financial goals.  The position enables Midwest BankCentre to become the TOP PERFORMING COMMUNITY BANK by attracting, expanding, and retaining profitable customers.  Acts as banks concierge who directs and generates referrals to other business lines.  The position safeguards the bank from loses by executing transactions within compliance guidelines.

 

CRITICAL PERFORMANCE INDICATORS

Core Sales per Day, Total Sales per Day, Referrals and Introductions to specialists and  partners. Customer Satisfaction scores from Bank Center Leader observations/customer surveys.  Transaction and balancing accuracy.  Productivity will be measured by transactions per hour. 

 

Routine Decisions Made

  1. Listen, identify, define and analyze customers need. Recommend solutions by selecting the best products and services for customers based on needs, goals, market, and situation.

 

  1. With each customer interaction determine best method to raise customer awareness of bank's products and services and how to provide introduction to specialist.

 

  1. Determine when to refer customers to other specialist and best method for hand off.

 

  1. Analyze personal abilities to provide challenging, attainable commitments to BankCentre Leader  and identify opportunities for self-development.

 

  1. Evaluate best way to handle customer's transactional request within the bank's policy and procedures.

 

  1. Align behavior to customer's expectations within guidelines of the Excellent Customer Experience.

 

  1. Determine when to ask for support when meeting customer's needs.

 

 

Nature of Internal Contacts

BankCentre Manager and Assistant BankCentre Manager direction, priorities, & personal development in executing responsibilities and tasks.  Support to ensure the bank exceeds it sales, service and accuracy objectives through actively participating in all Personal Banker and Teller training, including Monday Morning Moving Forward Sessions, making and keeping sales commitments, and practicing sales and service skills.

Personal Bankers partner with other personal bankers to meet all the customer's financial needs by confidently and professionally by introducing customers.

Deposit Operations/Quality Assurance Specialist provide timely processing of new account and account maintenance work, utilizing correct communication channels, ask the proper questions to increase accuracy, and professionally partner in error resolution.

 Investment, Mortgage, and Cash Management Support specialists in providing financial solutions to customers by providing complete, accurate qualified referrals and introductions.

 

Nature of External Contacts

Customers provide customers with an excellent banking experience by meeting every financial need through their life cycle.   Including meeting customer's needs by providing introductions to all business lines based upon a verbal or non-verbal clue.  Increase customer's awareness of our products and services by using rapid awareness questions.

 

II.     Responsibilities and Tasks

Essential Responsibilities, Time Spent This Position Requires a high degree of flexibity to function as service Associate or Personal Banker based on the needs of the BankCentre

 

Proactively and reactively help customers in person or by phone to determine needs, goals, and situations and provide

solutions to help customers achieve their definition of financial success while providing an excellent customer experiences.                                                   

 70% Time  70 Weight 

Service and maintain customer request & provide Operation support to BankCentre

  12% Time 12 Weight

Develop skills through training, practicing and research                                             

 10% Time 10 Weight

Maintain and balance cash drawer/Transaction Accuracy                                                                                                       

 8% Time 8 Weight

 

Tasks Required For Each

Proactively and Reactively help customers in person or by phone to determine needs, goals, and situations and provide solutions to help customers achieve their definition of financial success while providing an excellent customer experiences.

  • Execute the "Excellent Customer Experience" based on situation on both inbound calls and in branch visits with customers
  • Make outbound "Courtesy Calls" to customers at CD renewal, product or market opportunities, and follow-up on segmented direct mail efforts.
  • Connect in-branch marketing efforts to customer needs and situations
  • Provide Introductions to specialist based upon evaluation of customer's financial needs
  • Make external joint development calls with other BankCentre Team Members
  • Maintain an effective tickler file and follow up system
  • Follow up on all customer request by the end of the day
  • Conduct service and maintenance requests effectively and efficiently within the bank compliance standards
  • Maintain Current Service Distinction standards in accuracy and production performance.
  • Open new deposit and loan accounts following current procedures and compliance.
  • Maintain a high degree of product knowledge in order to explain the bank's products and services
  • Maintain and track sales and performance utilizing sales tracking system
  • Conduct transactions effectively and efficiently within the bank compliance standards
  • Maintain Current Service Distinction standards in the quality and quantity of transactions.

                                                                                                                       

Service and maintain request & provide operation support to BankCentre

  • Balance and maintain the ATM
  • Process end of day work
  • Process night drop bags
  • As defined by BankCentre Management Team
  • Service customers daily as needed

Develop skills through training, practicing and research     

  • Develop Sales and Service Skills by practicing with BankCentre and Asst. BankCentre Manager, attending Monday Morning Moving Forward Sessions, acting upon coaching and continually increasing knowledge of how our products meet the financial needs of our customers
  • Participate in yearly training for Banking Regulations
  • Develop skills to meet or exceed Service Distinction Standards.

Maintain and balance cash drawer and resolve transaction errors timely     

  • Maintain drawer within cash limits
  • Balance cash drawer daily
  • Investigate and report out of balance and transaction error situations to supervisor for resolution
  • Maintain Current Service Distinction standards in balancing rate and outage limits.

 

 

 

III.    Specifications

Knowledge, Skills & Abilities Required,

Knowledge

Skills

Abilities

n  Bank policies and procedures

n  Service Associate operations

n  Banking Products

n  New account and Loan

application and closing procedures

n  Service Associate operations

n  Cash handling

 

 

n  Sales Skills

n  Oral Communication skills

n  Customer Sensitivity

n  Personal Computer Aptitude

n  Organizational skills

n  Time management

n  Accuracy

n  Be able to function as either a Service Associate or Personal Banker

n  Sales Aptitude

n  Organize time and complete multiple task

n  Work flexible hours

n  Teamwork work as part of a team

n  Logical decisions with little supervision

 

 

 

CHARACTERISTICS 

 

Flexibility in working schedule and ability to change activities to meet goals.

Likes to be of Service to others and has little tolerance for poor service.

Relationship extrovert with natural smile who desires approval of customers.

Persuasion assertiveness to ask for business, ask for help from others and get it.

Self Esteem has the need to get better, self-confident want to be the best.

Continuously productive and looks for things to achieve once.

Primary objectives are accomplished.

Compelled to resolve any type of customer complaint.

Positively up-beat and cheerful for all customers.

Projects a professional and confident image.

Learner innovative and always have one more idea.

 

Physical Requirements

Able to lift 25 lbs.

Physical mobility and dexterity to transport files and operate general office equipment (fax, copier, telephone).

Able to accurately enter data on a PC.

Ability to effectively read, write and speak the English language.

Visual acuity sufficient to accurately review and proof information.

Auditory ability to use a telephone.

Formal Education and Credentials

High School Diploma, Associates degree preferred and a minimum of two years bank customer contact or retail sales experience or an equivalent combination of education and experience. 

 

Working Conditions

Willing and able to travel to other locations/branches

Willing and able to work required overtime

 

 Equal Opportunity Employer of minorities, females, protected veterans, and individuals with disabilities

Midwest BankCentre
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