Location: Champaign,IL, USA
Job Title
Relief Teller Customer Service Representative
Status
Non-Exempt
Reports To
Branch Management Team
Summary
Assist the Company in accomplishing our vision: to satisfy all our customers' financial needs, to help them succeed financially, to be the number one financial service provider in each of our markets, and to always put our customers First - every encounter, every time, no exceptions, no excuses.
Our Expectations for our Relief Teller/CSR's:
Along with the rest of the Branch Management team, Relief Teller/CSRs are the face of our company and represent First Financial Bank in the community. Relief Teller/CSRs provide a variety of banking services to First Financial Bank customers and non-customers by assisting with product/service information, handling teller and platform (new account) transactions in an accurate and timely manner while providing exceptional customer service. Relief Teller/CSRs introduce and sell new products and services to customers and generate leads for other members of the sales team to close. Our best Relief Teller/CSRs constantly go the extra mile to greet customers, make them feel welcome, and engage customers to learn about their financial needs. An excellent Relief Teller/CSR can multi-task between the teller line and platform area, with no mistakes while demonstrating patience, attention to detail, and the ability to follow procedures. When processing customer transactions, an excellent Teller can process between 15 - 20 transactions an hour with no mistakes while demonstrating patience, attention to detail, and the ability to follow procedures. Relief Teller/CSRs are assigned to banking centers within their designated area(s), based on staffing needs.
Job Entry Requirements
* High school diploma or equivalent.
* Successful completion of in-house training program or other approved training program.
* Six months' experience in the teller function, as well as sales experience, particularly in cross-marketing products and services.
* Computer skills - Word & Excel
* Excellent sales, interpersonal and communication skills.
* Must have the ability to maintain confidentiality, use tact and diplomacy and maintain professional dress.
* Good understanding of financial products and services.
* Good organizational skills.
Primary Operational Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
* Providing and maintaining exceptional customer service.
* Assist customers with all banking needs.
* Cross-sell bank products and services to customers to solidify customer banking relationships.
* Organize material and equipment.
* Analyze problems and provide solutions in coordination with branch management.
* Open new checking, savings, CD's, loan processing paperwork, etc.
* May be responsible for closing the branch without other branch management personnel present.
* Assist with weekly and monthly branch reports.
* Assist branch manager with daily duties as assigned.
* Receives checks and cash for deposits to accounts, verifies amounts, examines checks for proper endorsement, and enters deposits into computer.
* Cashes checks and processes withdrawals, pays out money after verification of signatures and customer balances.
* Receives loans, utility, and miscellaneous payments.
* Issues monetary instruments.
* Responsible for handling and balancing cash drawer at end of shift.
* Recognition of cross-sell or referral opportunities.
* Provide excellent customer service to customers by identifying their needs.
* Demonstrates compliance with all bank regulations for assigned positions.
Primary Sales/Service Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
* Delight our customers by effectively demonstrating all behaviors as defined by Customer Service Standards.
* Services Account Transaction Requests.
* Recognizes and Follows Through on Referral Opportunities.
* Uses brief, simple questions to qualify needs and uses open-ended questions to generate a two-way conversation.
* Asks qualifying questions.
* Allows time for customers to respond.
* Provides feedback to ensure understanding of customer responses.
* Identified potential needs through observation, questioning, and listening.
* Suggest solutions by explaining benefits.
* Gives the customer any appropriate product literature.
* Documents referral to appropriate bank representative using required process.
* Meets a mutually established quality referral goal.
* Follows through with the banker to determine the outcome of the referral.
Personal Development
* Establishes with Sales Manager personal goals for improving service and sales referral behaviors.
* Develops with Sales Manager an action plan designed to improve operational and sales goals as identified.
* Cross-trains in specialized areas of teller operations as required.
Competency/Skill Level
(The behaviors, knowledge, and motivations important to success in the job.)
* Exceptional customer service skills.
* Previous or current teller and/or customer service experience preferred.
* Good organizational and communication skills.
* Willingness to accept responsibility and make minor decisions.
* Must perform well under stress.
* Able to confront issues as they arise.
* Knowledge of computer applications (word, excel, etc.) preferred.
Key Behaviors
* Provides Proper Telephone Etiquette to Internal/External Customers.
* Services Internal/External Customer Requests/Inquiries.
* Reviews Required Documentation for Accuracy and Completeness.
* Recognizes and Follows Through on referral Opportunities.
* Personal Development as Established with Manager.
SAFE ACT
* This position requires compliance with the SAFE Act Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.
Bank Secrecy Act
* Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations.
* To be able to fulfill applicable requirements and responsibilities under the bank's related policies and programs.
Critical Job Elements
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
* Generally, a good working environment with little exposure to noise, extreme temperatures, or other adverse factors.
* Limited physical effort required.
* Regularly required to talk and hear. Frequently required to stand, walk, sit, use hands to finger, handle or feel objects, work tools or equipment, and reach with hands and arms. Vision abilities include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
* Average amount of pressure to work efficiently and accurately.
* Above average mental effort consisting of complexity of decision making; time pressure, concentration, and memory.