GENERAL DESCRIPTION OF POSITION
Under general supervision, but following existing policies and procedures as well as all applicable banking laws and regulations, including BSA and AML, is responsible for answering and responding to routine customer inquiries, questions, and complaints in person, by telephone and/or mail. Provides exemplary customer service and meets applicable Associate Performance Standards. Handles a variety of clerical tasks that can be performed at the assigned workstation, including basic Personal Banker and Teller tasks.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Accountable for representing the bank in a courteous and professional manner; knowledgeable of 5 Winning Ways of Customer Service and implements on a daily basis. Directs and greets customers accordingly, both in person and via telephone. Meets or exceeds Secret Shop score expectations. This duty is performed daily, about 25% of the time.
2. Has an excellent working knowledge of and consistently refers customers to appropriate Great Southern services and products. Meets or exceeds referral expectations. Consistently and accurately uses CRM program. This duty is performed daily, about 20% of the time.
3. Performs basic Personal Banker functions including the opening of accounts, cashing Certificates of Deposit, and various other routine transactions. Assists customers with safe deposit box entry ensuring proper identification in accordance with established guidelines. This duty is performed daily, about 15% of the time.
4. Performs Teller functions as necessary. Processes all transactions efficiently and accurately. Meets or exceeds POD error expectations. This duty is performed weekly, about 15% of the time.
5. Maintains a strong working knowledge of the Jack Henry system, routinely using the system to answer customer inquiries. As needed, will research customer issues concerning fee errors, disputed transactions, check orders, and misapplied payments. Refers more difficult or complex problems to management. This duty is performed daily, about 15% of the time.
6. Ensures full compliance with and implementation of all bank policies and procedures. Is familiar with and has working knowledge of the appropriate banking regulations. Maintains confidentiality of customer account information, security alarm codes and general codes used within the facility. Ensures effective implementation of bank security policies and procedures, and attends annual BSA and Security training. This duty is performed weekly, about 10% of the time.
7. Perform any other related duties as required or assigned.
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc, plus 7 to 11 months related experience and/or training. Or equivalent combination of education and experience.
Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence.
Ability to add, subtract, multiply and divide numbers. Ability to perform these mathematical skills using money and other forms of measurement.
CRITICAL THINKING SKILLS
Ability to use common sense understanding in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few known variables in situations of a routine nature.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
A high school equivalency and valid motor vehicle operator's license and/or the ability to travel to training sites and other banking center locations are required.
SOFTWARE SKILLS REQUIRED
Basic: 10-Key, Accounting, Alphanumeric Data Entry, Contact Management, Spreadsheet, Word Processing/Typing
INITIATIVE AND INGENUITY
Under immediate supervision, performs general assignments of work, with periodic check of performance by supervisor.
Limited responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work operations.
Performs work operations which permit frequent opportunity for decision-making of minor importance and which would not only affect the operating efficiency of the individual involved, but would also affect the work operations of other employees and/or clientele to a slight degree.
Light mental demand. Operations requiring intermittent directed thinking to carry out predetermined procedure or sequence of operations of limited variability. Operations requiring intermittent attention to control machine or manual motions.
ANALYTICAL ABILITY / PROBLEM SOLVING
Repetitive. Activities or duties using a pre-determined set of processes or directions coupled with nearby supervision. Learned things in situations where choice is simple or patterned.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include but not limited to interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.
RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT
Ordinarily has little, if any, association with funds, supplies, equipment or other property where there would exist any appreciable opportunity for damage, misappropriation, or other monetary loss.
Probable errors of internal scope should ordinarily be detected within the department or office in which they occur, but may affect the work of others within the unit, requiring additional expenditure of time to trace errors and make all necessary corrections. Errors would require a moderate amount of time to correct.
FREEDOM TO ACT
Defined. Semi-repetitive prescribed processes and procedures with nearby supervision.
ANNUAL MONETARY IMPACT
The amount of annual dollars generated based on the job's essential duties / responsibilities. Examples would include direct dollar generation, departmental budget, proper handling of organization funds, expense control, savings from new techniques or reduction in manpower.
Very small. Job creates a monetary impact for the organization up to an annual level of $100,000.
IMPACT ON END RESULTS
Minimal impact. Job has little or no impact on the organization's end results. Job is focused on non-decision making activities or inconsequential duties.
Frequent contacts with general public, patrons, or other outside representatives, wherein the manner of handling these contacts has a bearing on the organization's position and operation.
Contacts occasionally with others beyond immediate associates, but generally of a routine nature. May obtain, present or discuss data, but only as pertains to an immediate and specific assignment. No responsibility for obtaining cooperation or approval of action or decision.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, driver's license/cdl, etc.)
Normal working conditions as found within an office setting, wherein there is controlled temperature and a low noise level, plus a minimum of distractions.
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
Highly repetitive, low physical. Highly repetitive type of work which requires concentration in the performance of tasks for consistent time cycles as prescribed by the tasks.
While performing the functions of this job, the employee is regularly required to talk or hear; frequently required to sit; and occasionally required to stan