POSITION SUMMARYPrimary responsibility is to process transactions accurately and efficiently, open deposit accounts and other associated services in accordance with established policies and procedures and behavioral guidelines. Actively engages in community events in assigned market and uses those opportunities to bring new and deeper business to F&M Bank.PRIMARY DUTIES AND RESPONSIBILITIES Including, but not limited to, the following: Customer Focus and Relationships
- Build customer loyalty and rapport by demonstrating behavioral guidelines as established by the bank (i.e. Tater Principle, Sundown Rule).
- Consistently seek opportunities to provide memorable service experiences for customers.
- Be knowledgeable of bank products and services.
- Seek opportunities for customer referrals by identifying customer needs and referring to appropriate team members for assistance; lead by example.
- Have an executable understanding of all bank products/services and the technology that is associated, where applicable, with such products and services.
Teamwork
- Willingly share the workload of others on the team, support team decisions and team members.
- Support branch goals and objectives and work with team members to accomplish them.
- Identify cross-training opportunities of other team members; leverage the expertise of the team.
Leading, Scheduling and Supporting Personal Banker Team Members
- Lead by example and serve as a role model in all aspects of the role, ensure appropriate staffing.
- Take the lead in insuring that all tasks and responsibilities are completed successfully on a routine basis; additionally, perform cash drawer and negotiable item audits.
Operational Processes
- Respond to customer inquiries, resolve issues, and determine and document customer needs, concerns or complaints.
- Understand how the bank operates and how your actions contribute to the profits and loss of the bank; balance needs of bank with the needs of the customer.
- Complete necessary follow-up actions, including the touch communications.
- Refers prospects to appropriate partners within the bank or engages the appropriate F&M Bank business team members to meet customer needs.
- Using working knowledge of banking and teller systems and based on established policies and procedures, process core banking transactions (deposits, withdrawals, payments, etc.) accurately and efficiently to build customer confidence and trust.
- Makes proactive calls to high potential prospects and customers and identifies opportunities for growth of customer relationships.
- Grows the branch within assigned market by surveying the market, identifying new opportunities, conducting sales calls independently and, as appropriate, with F&M Bank team members.
- Actively engages in community events in assigned market and uses those opportunities to bring new and deeper business to F&M Bank.
- Using working knowledge of F&M products, services, Xperience System and other on-line tools, open deposit accounts and other associated services and recognize and refer cross-selling opportunities. Provide financial guidance where appropriate.
- In order to make good decisions which guard against fraud and loss, adhere to check cashing guidelines and limits (including documentation/identification requirements), review customer account relationship, use logic and common sense, especially in gray areas.
- Balance daily work in accordance with established policies and procedures and assist in daily branch opening and closing procedures.
- Process escalated core banking transactions (over limits, exceptions, etc.)
- Follow all security and audit procedures and comply with all regulations including, but not limited to, Anti-Money Laundering and Bank Secrecy Act, USA Patriot Act, Privacy Act, etc.
RequirementsREQUIRED EXPERIENCE, SKILLS AND KNOWLEDGEEducation and/or Experience
- High school diploma or equivalent level
- 3-4 years of prior banking experience
- Leadership experience
Skills/Specialized Knowledge
- PC usage, bank technology
- Excellent oral communication skills and active listening skills
- Customer service skills
- Bank systems knowledge: Xperience, Teller, Centrix
- Working knowledge of branch cash management procedures
- Working bank products/services knowledge
- Detail oriented, organized, flexible, has initiative
- Can be poised under pressure, follow direction, exercise patience and maintain a positive outlook
- Able to coach, motivate and develop others; able to provide feedback to others and to successfully conduct and document disciplinary processes, if needed
- Able to effectively make decisions and solve problems
Other Requirements
- Behavior : Promote and adhere to the Bank's mission, vision, and core values.
- Safety: Must not pose a direct threat or significant risk of substantial harm to the safety or health of self or others. Must be committed to a high standard of safety and be willing to comply with all safety laws and all of the Bank's safety policies and rules.
- Attendance : Must maintain regular and acceptable attendance at such level as is determined in the employer's sole discretion. Must be regularly available and willing to work at such hours per day or week as the employer determines are necessary or desirable to meet its business needs. Must be available and willing to work hours beyond regularly scheduled hours per day or week if it determined that such is necessary to meet business needs. Must be available and willing to work such weekends and holidays if the employer determines that it is necessary to do so in order to meet its business needs.
- Travel: Must be available and willing to travel to such locations and with such frequency as the employer determines is necessary or desirable to meet its business needs.
- Regulatory Compliance : Be knowledgeable and comply with all regulations, policies and procedures relating to the Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, Privacy Act and how to recognize and report suspicious activity. Failure to comply with all components of these Acts could result in personal, civil money penalties and/or criminal prosecution.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Also, this position description is not an employment agreement or contract. Management has the exclusive right to alter this description at any time without notice.