Position Summary This position is responsible for providing exemplary service to our customers via interactive teller machines which allow for the completion of financial transactions in an efficient and convenient manner. This job description reflects assignment of essential duties and is subject to change (at management discretion) at any time.
General Duties/Key Accountabilities
Provide exceptional customer service through quality conversations and assist customers with routine banking transactions through the virtual Interactive Teller Machine (ITM)
Research and resolve customer questions, inquiries, requests and problems in an empathetic manner
Provide accurate information to customers based on product and service knowledge and understanding of the banking industry
Effectively analyze every situation and determines an appropriate solution and response
Escalate customer concerns to the appropriate departments
Advocate the benefits of products and services to promote customer enthusiasm and engagement
Additional duties as assigned
High school diploma or equivalent required
Customer service or banking experience encouraged
Exceptional oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, understand procedures, and speak clearly to customers and employees
Must be able to multi-task in a busy environment
Understands computer and other equipment capabilities and limitations
Exceptional organizational and time management skills; ability to function well in a fast-paced environment
Maintain a complete understanding of regulatory and compliance policies and procedures
Must be able to work flexible hours and shifts
Travel to/from and work in multiple locations; must have a valid driver’s license and reliable transportation
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Initiative – is a self-starter; recognizes what and when things need to be done; seeks out new tasks and expands abilities; works for the better needs of the business, not just his/her own position.
Customer Service - Must understand the role of sales and customer service in a community bank environment. Respond sensitively to the needs and priorities of the customer; recognize and take the appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.
Communication - Delivers a positive and confident connection with customers, consistently demonstrates energy and enthusiasm. Possess the ability (both written and oral) to express thoughts and ideas effectively; actively listen to others. Must handle all customer and bank information in a confidential manner.
Technological Skills - Must know how to operate basic Microsoft PC software/ Must be competent in basic online usage and be able to use a PC to extract information from the banking system.
Adaptability - Must be able to multitask leveraging several systems applications simultaneously. Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations. Must exercise independent judgment under limited supervision.
Accountability – Accepts responsibility for his/her own actions; can be relied upon to complete the job required; will follow through on what he/she says they will do and holds others accountable in the workplace.
Self Aware – recognizes how his/her actions impact others; is in tune with his/her strengths and weaknesses and takes actions to improve; learns from mistakes and shows commitment to change behaviors.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The position summary does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees assigned to this position will be required to perform any other job related duties as assigned by management. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Physical and Mental Requirements To perform the essential functions of this position, an employee must meet the following physical and mental requirements:
Frequently communicate with customers and employees in person, via video, or by phone and exchange accurate information in these situations
Occasionally lift and/or move files up to 50 pounds
Constantly operates a computer and other office equipment, such as a calculator, copy machine and printer
Occasionally drive to/from and work in multiple branches/locations
Equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability or veteran status
NOTE: This position will be located in our Ankeny branch and will be 20 hours or less per week. Hours for this position are 3:00 p.m. - 7:00 p.m. Monday thru Friday with an every other Saturday rotation from 8:00 a.m. - noon