Teller, Customer Service​/HelpDesk

About The Role

Western Security Bank is hiring a Teller for our Laurel branch. We are looking for someone with strong customer service skills, a positive attitude, and genuine enthusiasm. As a Teller, you will process customer transactions including deposits, withdrawals, loan payments, and selling bank checks, while adhering to all established banking policies and procedures. You will ensure your cash drawer is accurately balanced each day and demonstrate knowledge of the bank's products and services.

The ideal candidate will thrive in a team environment and actively promote Western Security Bank by cross-selling products and services. Tellers should be comfortable referring customers to appropriate team members for additional services or new accounts. This role requires a high level of accountability, professionalism, and integrity to help protect the assets of Western Security Bank and its customers.

• CUSTOMER RELATIONS:
  Responsible for fulfilling the WSB Mission Statement: "We intentionally make banking better for our customers and community by making every experience simple and powerful."
• Model the behaviors that make a customer feel valued when using WSB services including smiling, introducing yourself, greeting the customer by name and asking how you can serve them.
• Make all customers feel welcome and at ease by treating them in a friendly and courteous manner.
• Research account information for customers and demonstrate that you are interested in their business.
• Discover the customer's issues, needs, and objectives by listening, asking questions, and observation.
• Actively use the Exceed the Expected Service Principles for all encounters. Exceed the Expected principles guide daily interactions with customers, the community, and colleagues.

• Exhibits the ability to call the customer by name and engage the customer in conversation. Establishes rapport and shows concern.
• Demonstrates an understanding of the importance of customer relations in the success of the organization. Models appropriate behavior that supports the importance of customers through mastery of technical skills and high performance.
• Refer the customer to the appropriate department for further assistance.
• Thank the customer for their business and invite them back.

• Actively uses customer focus service skills to determine customer needs and suggest products to meet those needs.
• Exhibits knowledge and understanding of WSB products and services and their benefits; articulate the advantages to the customer.
• Listen to the customer, recommend, and decide what products and services will meet their needs.
• Exhibits sales ability including handling objections, cross-selling products, and promoting the Refer-A-Friend program.
• Ability to handle initial requests for services competently and courteously.

• Exhibits proficiency and accuracy in cash handling, including counting, posting, balancing, buying, and selling responsibilities.
• Demonstrates knowledge of the computer system(s), coin counter, currency counter, and proper use of bait money and alarm procedures.
• Proficient in check handling tasks including endorsements, thumb print program, Reg. CC (exception holds), and Canadian checks. Knowledge of OFAC and check cashing policy.
• Proficient in detecting fraud.
• Proficient in computer transactions including deposits, withdrawals, payments, customer inquiries and histories, alerts, telephone transfers, stop payments, and saving bonds.
• Knowledge of available resources including forms and manuals related to the position.
• Proficient with equipment and job-required software.
• Additional duties including Visa, Master Card and Discover cash advances, cashing U.S. Savings Bonds, and assisting with safe deposit boxes.
• Accurately quote deposit product rates and be familiar with rate information screens and fee schedules.
• Desire to expand knowledge to include the new accounts manual, products and services brochures, HPC program, product manual, etc.
• Participates in departmental cross-training.
• Become familiar with HPC goals and actively model behavior that supports the goals.

• Answers incoming calls, directs calls, and takes messages.
• Distributes mail, files, and stocks lobby materials.
• Actively participates in WSB continuing education.
• Know and be able to properly locate and use Robbery Procedures.
• Completes all assigned OnCourse classes before the deadline.
• Must comply with applicable laws and regulations, including Bank Secrecy Act, Patriot Act, and OFAC.
• Other duties as assigned.

About You

• High school diploma or general education degree (GED) required.
• One to three months related experience and/or training preferred.
• Experience with cash handling and/or customer services preferred.
• Equivalent combination of education and experience.

• Working knowledge of modern office practices and procedures.
• Ability to use listed tools and equipment.
• Ability to understand and follow written and…