Branch Specialist

SUMMARY

This position is responsible for assisting the Branch Manager and Assistant Branch Manager in the day-to-day operations of the branch keeping within the framework of Farmers & Merchants goals, policies and procedures. Answers questions in the office during the absence of the Branch Manager and Assistant.

Provide leadership in product knowledge, analysis of customers needs and promote bank services and products. Provide quality service to all customers. Experienced in two branch and operations functions. Utility person to float as needed.

Assist in the development of knowledgeable and capable employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Assist management in the day-to-day operations of the branch being knowledgeable in all areas in order to make decisions during the absence of the branch manager. Keep management informed on all situations.

Stay current, maintain superior knowledge and comply with all Farmers & Merchants products and services, policies and procedures.

Aggressively identify and pursue prospects for new business development through the referral program of the branch. Apply necessary selling and cross-selling skills to the products and services offered by the Bank so as to produce new business from existing and new customers. Make referrals to other product areas (investment, mortgage, etc.) and document on referral track. Achieve individual referral goals.

Strive at all times to provide superior customer service. Focus on the customer at all times by smiling, calling the customer by name and thanking them as they leave. Resolve customer problems and assist customers and staff in answering operational questions in an efficient and courteous manner. “Own the problem or concern.”

Proficient in two areas, Head Teller, Customer Service Representative II, or Loan Secretary with all responsibilities of one of these positions. Fully trained and experienced in two areas to service as the utility float when needed. Fully trained in all branch support functions.

Be familiar and provide information about a wide variety of bank products and services. Analyze customer needs and encourage bank services. Ensure that good customer service is provided in the Branch. This may involve opening accounts and working a teller window when needed.

OTHER DUTIES AND RESPONSIBILITIES:

Assist in answering incoming telephone calls for the branch always being prompt and courteous providing quality customer service. Transfer calls promptly, takes and delivers messages.

Display at all times a positive cooperative spirit, professionalism and a responsible attitude to staff and customers. “Lead by example while being a team player.”

Maintain a neat and orderly work area and ensure that all negotiable and confidential information is properly secured.

Protect the Bank and customer information; knowledge of customers and their relationship with the Bank must be kept in absolute confidence.

Represent Farmers & Merchants Bank professionally and courteously while in contact with the public either in person or by telephone. Community involvement encouraged. Contacts customers and business, community, and civic organizations to promote goodwill and generate new business.

Performs other duties as assigned in order to meet the branch/bank needs.

SUPERVISORY RESPONSIBILITIES

Assist management in the cross-training of staff and staff sales development activities. Confer and participate with the branch manager in resolving routine personnel issues.

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 physical/mental demands, work environment, 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 graduate, three to five years of branch experience. Good keyboarding skills and the ability to work calculator and computer. Excellent communication and interpersonal skills. Demonstrated leadership ability with effective supervisory skills and the ability to meet and deal with the public in sales and problem solving situations. Fully experienced in two areas of the branch: Teller, Customer Service Representative or Loan Secretary and fully knowledgeable of branch support functions.

KNOWLEDGE, SKILLS AND ABILITIES

Must be fully knowledgeable in the responsibilities of head teller or Customer Service Representative as described in the job description

Ability to multitask and work efficiently and accurately in an atmosphere of frequent interruptions

Position demands a person with an outgoing and pleasant personality with an above average knowledge of bank branch operations.

MENTAL/PHYSICAL DEMANDS/WORK ENVIRONMENT

May require standing and/or sitting for extended periods of time, bending and frequent getting up and down from a sitting position.

May be required to lift and carry up to 50 pounds in the form of computer paper, cash drawer or other items.

Must be able to concentrate for extended periods of time paying attention to detail and be able to multitask