Lobby Services Representative

GENERAL DESCRIPTION:

The purpose of the Lobby Services Representative position is to provide superior and quality service to customers. Assisting customers in their day-to-day transactions. Opening and closing bank daily and answering the telephone to provide assistance to customers in a courteous and professional manner.

ESSENTIAL FUNCTIONS OF JOB:

1. Provide exceptional service to customers when accepting deposits/withdrawals, cashing checks, assisting customers with banking services. Services include but are not limited to; online banking, wire initiation, creating cashier’s checks, instant issue debit cards, funds transfers, cash advances, savings bonds, and deposit service questions.

2. Process night deposits, Accept loan payments, Stock desk/teller supplies, Scan and balance daily work.

3. Fill out CTRs as required.

4. Work with Treasury Management to identify potential customers requiring these services.

5. Balance ATM and vault in accordance with established policies and procedures, perform end of day recap.

6. Buy and sell money from the main bank through Ray Cannedy.

7. Participate in branch opening/closing.

8. Open new accounts, including but not limited to checking, savings, CD’s, IRA’s, Safe Deposit Boxes and Business accounts.

9. Close checking and savings accounts as necessary.

10. Communicate in a courteous and professional manner in person, over the phone, and correspondence.

11. Gain knowledge of and promote all bank products/services and cross selling same to new and existing customers when opportunities are identified.

12. Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of employees, customers, and bank assets.

13. Occasional lifting and maneuvering of coins up to 25lbs may be required.

14. Answer customer phone calls and provide professional assistance.

15. Order checks for customers.

16. Monitor and confirm other branch updates and changes (i.e. change of address, closed account forms, instant-issue debit cards, account maintenance, etc.)

17. Monitor and review debit MasterCard orders (i.e. review orders for errors, correct errors and process re-orders; review renewal lists for accuracy and closed accounts; order new and replacement cards).

18. Process returned mail, contact customers and update records accordingly.

19. Perform verification of deposits for business and personal accounts daily.

20. Pull daily reports from Customer Service (i.e. fraud-blocked debit cards from “Quick Access,” address changes, stop-pays, customer updates in Malauzai (online banking), bill pay updates from “Master IPay,” mobile deposit rejects, call logs, etc.)

21. Follow-up with other branches on missing documents, requests, etc.

22. Perform research for customers, (i.e. pull statements, provide check copies, etc.)

23. Assist customers in balancing checkbooks, returned checks and stop payments.

24. Perform maintenance on customer accounts, as needed/requested.

25. Update Customer Service Manual as changes, additions or deletions are necessary for procedures or the Customer Service Program.

26. Train CSR New Hires.

27. Order expiring/expired debit cards for customers.

28. Assist customer with online banking.

29. Update Customer Service forms and procedures, as warranted.

30. Provide analysis on call volume (i.e. number of calls a CSR answers, length of calls, number of missed calls, etc.), after receiving reports from IT.

31. Assist CS Supervisor in day-to-day duties; assist in scheduling and monitoring coverage to ensure Call Center is properly and adequately manned.

32. Assist CS Supervisor with personnel management; train new hires on procedures, maintain monthly CSR calendar of duties, oversee Call Center in the absence of CS Supervisor.

33. Perform all other duties as required or assigned.

REQUIRED SKILLS:

• Must be knowledgeable in the use of office equipment, (i.e. computers, copiers, scanners, multi-line phones, etc., regular use of desktop computer and related banking software.
• Possess immediate skill level at word processing / typing; and basic skills using 10-key, alpha-numeric data entry and databases.
• Mental awareness, alertness and adaptability to office work routines.
• Must possess excellent time management skills and the ability to prioritize work.
• Must pay attention to detail.
• Communication Skills: Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to effectively communicate information and respond to questions in person-to-person situations with customers, general public and other employees of the company.
• Mathematical Skills: Ability to add, subtract, multiply and divide numbers. Ability to perform such mathematical skills using money and other forms of measurement.
• Critical Thinking Skills: Ability to use common sense understanding in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few known variables in situations of a routine nature.
• Employee Contact: Contacts occasionally with others beyond immediate associates, but generally of a routine nature. May obtain, present of discuss data, but only as it pertains to an immediate and specific assignment. No responsibility for obtaining cooperation or approval of action or decision.
• Public Contact: Regular contact with patrons, either within the office or in the field. May involve occasional self-initiated contacts to patrons. Lack of tact and judgment may result in a limited type of problem for the organization.
• Accuracy: Probable errors of internal and external scope would have a moderate effect on the operational efficiency of the organizational component concerned. Errors might possibly go undetected for a considerable period of time, thereby creating an inaccurate picture of an existing situation. Could cause further errors, losses or embarrassment to the company. The possibility for error is always present due to the requirements and repetition of the job.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

While performing the essential functions of this job, the Lobby Services Representative is continuously required to sit, stand, talk or hear; they regularly sit, use hands to finger, handle or feel and frequently are required to reach with their hands and arms and occasionally stand, walk, climb or balance. The Lobby Services Representative may occasionally lift, move, push or pull up to 25 pounds and frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. This is an indoor position and the noise level in the work area is usually moderate.

REQUIRED EXPERIENCE:

High school degree or GED equivalent; emphasis on office skills, shop skills or others, plus 12-18 months of related experience and/or training or equivalent combination of education and experience.

REPORTING RELATIONSHIP:

This position reports directly to the Branch Manager. The Branch Manager reports to the CFO/Market President, who in turn reports to the President/CEO of American National Bank & Trust.

DISCLAIMER:

This job description is representative only and not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced or delegated by Management to meet the business needs of the organization.

This document in no way constitutes an offer of employment or a contract of employment. ANB&T reserves the right to modify job descriptions, policies or any other procedural document at any time, for any reason, with or without prior notice.