Summary:

Responsible for accepting and processing customer transactions. Provides prompt, courteous and efficient service. Accountable for the achievement of operational and sales/referral objectives and job expectations.

Responsibilities may include providing support for digital banking services and customer assistance in person, via phone, web and chat. This entails guiding clients through the use of online banking platforms, troubleshooting issues related to mobile and online banking applications, and ensuring seamless execution of digital transactions. All support must be delivered while maintaining the highest standards of information security and confidentiality for both the client and bank data.

Bankers are expected to manage their accuracy and exceptions. Maintaining a high standard of accuracy in all work produced, including client documentation, transaction processing, and compliance assessments is necessary to perform the job well. Any errors, discrepancies, or exceptions must be promptly identified and resolved within established timeframes to uphold the bank’s operational integrity, regulatory compliance and reputation.

Essential Duties and Responsibilities: Includes the following. Other duties may be assigned.

Service

Greets clients and establishes a quality service environment by displaying a friendly and courteous attitude and using the customer’s name at least once during the conversation.
Services clients by accepting and processing transactions with accuracy within policy guidelines (e.g. deposits, withdrawals, payments, check cashing, issuing negotiable items etc.)
Learns to open /close and comprehends Level 1 products (Checking, Savings, Money Markets, and CD’s).
Explains transaction policies and procedures to clients. Solicits assistance from supervisor as needed.
Obtains supervisory approval for transactions outside authorized limit.
Notifies management of suspicious or questionable transactions.
Refers large withdrawals and account closures to manager/sales staff for retention efforts.
Actively seeks out and maintains basic product knowledge of all banking products. This knowledge may be obtained through training courses, branch meetings, corporate communications, etc.
Logs all client calls and interactions in CSI Connections.
Safeguards assigned cash and balances cash drawer daily as outlined in the Addendum to Cash Handling Procedures.
Places holds on funds when appropriate and advises clients of funds availability.
Maintains dual control and adheres to all security policies and procedures at all times.
Completes assigned Sales Training and Compliance Testing.
Participates in departmental meetings including accepting assignments for presentations.
Reports to work punctually as scheduled and maintains professional appearance and conduct within the guidelines set forth in the Bank’s Employee Handbook.
If applicable, allows entry of safe deposit box holders and accurately maintains entry card.

Sales

Identifies sales opportunities and makes referrals to appropriate sales representative.
Reviews referral goals on a frequent basis and formulates daily strategy for meeting goals.
Actively participates in sales events, which includes but is not limited to Bank promotions, branch promotions, external events and promotional activities.
Encourages the use of alternate delivery systems such as Debit Card and On-Line Banking.
Participates in all branch sales meetings.

Knowledge, Skills and Abilities

Basic PC skills-MS office (Outlook, Word & Excel)
Superior interpersonal and communication skills
Strong organizational skills
Flexible, team player, self-starter, takes initiative
Ability to multi-task

Community Service

May be asked to volunteer and/or represent the Bank at community service events.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED) or currently attaining high school diploma or working through a co-op program. A minimum of six months previous cash handling experience and/or training preferred, or an equivalent combination of education and experience. Must be able to us a PC and alpha/numeric keyboard with accuracy. Previous customer service experience of at least six months preferred.

Language Skills

Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers and other employees in the organization.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.

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 the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to walk; sit; use hands; reach with hands and arms and talk and hear. The employee is occasionally required to stoop, kneel, crouch or crawl. Specific vision abilities required by this job include distance vision.
Duties require employees to work onsite.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is typically moderate.

Royal Banks of Missouri

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