ESSENTIAL DUTIES AND RESPONSIBILITIES
Client Service
- Ability to interact (in person, phone, and electronic communication) with the public well in a professional manner and to deal effectively with their questions or problems while training new tellers.
- Handles customer complaints or questions and determines the action to be taken to remedy the situation.
- Ability to learn the Bank’s products and services thoroughly.
- Looks for opportunities to promote, cross-sell products or services while coaching new employees to also look for opportunities.
- Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service.
- Creates a positive and professional learning environment.
- Serves as a model of excellent customer service to other employees and new employees.
Teller Training Functions: While Training Universal Bankers
- Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service.
- Knows the Bank’s products and services thoroughly.
- Looks for opportunities to explain, promote, or cross-sell products or services.
- Receives and handles deposits of all types, ensuring the proper endorsement of negotiable instruments within these deposits.
- Cashes checks and pays out money after verification of signatures, review of customers total relationship/balances.
- Adheres to policies, processes, procedures, and regulations always. This is set forth in the Universal Banking Training Manual and Bank SOPs.
- Processes any or all of the following: Check cashing, deposits, loan payments, night-drop bags, mail, redeem savings bonds, complete withdrawal from checking/savings. Provide access to safety deposit boxes. Assist with coin machines.
- Processes customers' transactions into computer to record transactions, and issues computer generated receipts. Balances currency, coin, and checks in cash drawer at end of shift and compares totaled amounts with data displayed on computer screen. Submit work at the end of shift in a neat and orderly manner.
- Ability to establish and maintain effective working relationships with co-workers, employees and officials in other departments.
- Demonstrates responsible judgment.
Client Service Representative Functions: While Training Universal Bankers
- Open and maintenance all types of checking and savings accounts.
- Open and maintenance certificates of deposits.
- Open and maintenance IRA (individual retirement accounts) certificates.
- Accept IRA deposits, transfers, and rollovers.
- Open and maintenance safety deposit boxes. Also assist customers with box visitation.
- Assist with bond interest reports.
- Order checks and deposit tickets.
- Complete wire forms properly.
- Assist with compliance reports.
- Ensure that the Bank adheres to all new account and safe deposit box operations.
Security
- Maintains proper amount of currency and coin in drawer based on drawer limit.
- Maintains neat and orderly work area and ensures that all negotiable and confidential records are properly secured.
- Understands role in the event of a robbery, whether victim or bystander, and knows proper post-robbery procedures.
- Professional appearance that evokes the customer’s trust.
- Adheres to all bank policies, procedures, internal controls, and system access restrictions.
Communication
- Ability to maintain a high level of patience when working with new and current employees during training.
- Ability to instruct and motivate trainees in both a group and individual setting.
- Confidentiality regarding the progress of a new hire or remedial training of current employee.
CRITICAL SKILLS
- Self-Development: Pursue additional education or training to remain current, improve knowledge, and diversify skills. The capacity to cross train in other areas is particularly helpful.
- Create and make recommendations on improvements to training materials.
- Customer confidentiality: Never reveal or divulge customer information to anyone outside of the Bank.
- Versatility: Ability to multi-task under pressure in a fast-paced environment.
- Work closely with Market Leader.
*Other duties may be assigned. *
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED) and 3 to 5 years of teller or banking experience. Ability to learn all aspects of the position.
KNOWLEDGE, SKILLS, AND ABILITIES
- Position demands a person with a pleasant personality with an above average knowledge of fundamental arithmetic.
- Ability to adhere to BCT’s Core Values: Integrity, Teamwork, Growth, Customer Commitment, Community Focus
- Must be able to demonstrate BCT’s Monster Service Principles
- Must have basic skills in operating a computer, adding machine and typewriter.
- Ability to perform basic math.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to operate standard office equipment, including coin sorter, currency counter and check encoder.
- Ability to speak in a clear and understandable manner and write legibly.
- Ability to answer telephones and greet internal and external customers in a friendly and courteous manner.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
This position may require Saturday rotation at the Charles Town Branch.
SMOKE-FREE WORKPLACE
BCT is a 100% smoke-free company.
PHYSICAL DEMANDS
The physical demands 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.
While performing the duties of this job, the employee is regularly required to stand or sit for long periods of time; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
This job description is not designed to cover or contain a comprehensive listing of all duties/responsibilities that are required of position. Duties/responsibilities may change or be assigned at any time with or without notice.
BCT is an Equal Opportunity/Affirmative Action Employer
BCT supports a workforce of diversity, equity, inclusion, and accessibility.