Retail Support Specialist I (24-17)

Retail Support Specialist I

Summary:

The Retail Support Specialist serves as a traveling universal banker that helps cover in banking centers that are not fully staffed due to various reasons. This position is considered universal in that the Retail Support Specialist may serve in any of the following capacities: Teller, Teller Il, Senior Teller, Personal

Banker, Customer Care Representative, Receptionist, Banking Center Manager and On the Job (OTJ) Trainer. The Retail Support Specialist is expected to provide superior customer service to ensure deepened client relationships,

Job Functions:

• Ensure compliance with all internal controls and established policies and procedures.
• Maintains the privacy of customer information and proprietary information at all times.
• Performs all Teller, Teller Il and Sr. Teller duties according to the established bank policies and procedures to include, but not limited to:
• Check cashing, cash back, funds transfer, and cash advance transactions after verifying identity and authorized signers on accounts.
• Processes checking, savings, commercial, credit card, and other types of deposits.
• Verifies customer identity and proper endorsements.
• Delivers quality service to customers within designated authority levels.
• Deepens customer relationships through the sales of multiple products and services.
• Resolves customer concerns and escalates to appropriate department when necessary.
• Meets sales goals by profiling clients to sell and cross-sell appropriate deposit and credit products and services.
• Meets sales referral goals by profiling clients to identify needs and refers to other business units and bank subsidiaries,
• Makes decisions regarding overdraft refunds.

Performs all Personal Banker duties as needed, according to established bank policies and procedures to include, but not limited to:

• Opens and/ or closes deposit accounts, CD's, IRAs according to customer needs.
• Interviews customer, gathers all customer and financial information, assesses, and determines financial needs.
• Maximizes sales opportunities by developing business through new and existing relationship management.
• Adheres to funds availability policy on new account deposits.

• Is able to generate/accept consumer loan applications and submit to appropriate department.
• Assists Banking Center Manager as necessary when working at banking centers.
• Coaches banking center personnel to meet sales goals and aids in other areas as needed.
• Flexibility is required for occasional change in scheduled location.
• Serves as a Customer Care Specialist and/or Receptionist in the Bank's Customer Care Center on an as needed basis, and performs all essential job functions of each position.
• Assists the Retail Support Manager with related tasks as needed.

Position Requirements:

• High school education or equivalent required.
• Vocational training in banking, business, or bookkeeping preferred.
• Minimum one to three years sales/ service experience preferably in financial related industry. Minimum one year teller/ cash handling experience or have completed internal CSR Training and received certification.
• Knowledge of lobby services and all Bank products and services.
• Bilingual in English & Spanish with fluency in reading, writing, and speaking of both is a plus.

Key Qualifications:

• Accurate typing, 10-key, and the ability to handle large amounts of cash Without errors.
• Proficiency in Microsoft Outlook, Excel, and Word.
• Strong computer skills to include a thorough understanding of bank technology systems and requirements.
• Good interpersonal communication and customer relations skills.
• Attention to detail and mental concentration are necessary for accurately performing tasks, working in a stressful and fast-paced environment, and handling frequent interruptions.
• Ability to work in a team atmosphere as a productive member and actively take a leadership role in performing goals.

Certification & Licenses:

• Valid state issued driver's license is required.
• Must be insurable in the state of Texas.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Work setting:

• Office

Work Location: Multiple locations