Customer Service Banker

Universal Banker-1

RETL
030A

Last Revised: March 6, 2022

Grade 011A Non-exempt (FLSA code) Non-Management Staff Sales Workers

Under general supervision delivering a positive experience to each customer by providing competent, courteous and efficient customer service that are within the banks policies and guidelines. Responsible for building customer relationships while opening and maintaining all account types. Maintains a working knowledge of banking products and services while promoting them to the customer. Strong communication and listening skills to identify customer needs.

Demonstrates openness and willingness to switch between the teller and customer service positions as the needs arise.

• Maintains minimal errors and resolves outstanding errors in a timely manner with assistance from branch mentor or supervisor.
• Carefully prepares and checks customer documents for completeness and accuracy utilizing procedures and resources.
• Expands customer relationships by exploring customer product and service needs through interactive dialogue.

• Recurring reports document accuracy of each transaction and proficiency.
• Works independently under general supervision.
• Meets or exceeds individual referrals and/or branch goals monthly.

• Adheres to the NHMB Values: A+ Merits - Accountability, Mutuality, Excellence, Respect, Integrity, Teamwork and Stewardship.
• Maintains working knowledge of local and industry financial fraud trends; utilize this knowledge to be observant by identifying and helping to prevent instances of fraud from perpetration against the bank and/or our customers.
• Increase relationships by maintaining a working knowledge of products and services while educating the customer of new and existing product opportunities. Demonstrates a “how can I help” service orientation.
• Maintains professionalism with face-to-face interactions as well as answering the telephone and responding to emails.
• Adheres to branch security, exercises dual control and maintains safe working standards according to the Bank Security Program.
• Handles all customer interactions while maintaining the highest level of confidentiality within the customer service office and on the teller line.
• Opens and services all types of personal and business accounts accurately and performs any associated account file maintenance while utilizing resources.
• Performs all duties for safe deposit boxes where applicable.
• Willingness to transition between teller and customer services as needed.
• Complies with established procedures for handling cash while maintaining proper levels of cash in cash drawer.
• Executes general housekeeping within the retail area.
• Satisfactorily completes all required compliance training and complies with all regulations, which apply within the scope of the position. Maintains knowledge of, ensures compliance with Federal and State regulations, and adheres to all Bank policies and procedures.
• Performs other duties as requested.

Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards with moderate level of noise. Visual and manual dexterity to operate general office equipment. Independent means of travel to visit branches and department locations. Some physical effort required; prolonged standing and/or sitting with the freedom of movement on a regular basis; handling of up to 40 lbs.

occasionally and light materials and supplies. Some bending and lifting.

High School diploma or equivalency.

Previous related cash handling experience and a minimum of 1 year of working experience in a customer service environment.

Strong customer service, interpersonal, communication, and organizational skills. Sound decision-making and trouble shooting skills. Demonstrates ability to work independently and efficiently while knowing when to utilize resources. Requires basic desktop application knowledge as well as reading, writing and basic arithmetic skills. Must be able to work Saturdays and Sundays if applicable. Ability to travel between offices as required.

None specified.