What are the responsibilities and job description for the I-Teller position at Farmers Bank & Trust?
Description/Job Summary
Tellers are the face of the Bank. They are responsible for processing transactions while providing excellent customer service and building relationships with customers. This holds true whether the customer is in front of your counter or on a screen from a remote location.
Responsibilities/Duties
1. Process teller transactions using an Interactive Teller Machine (ITM) within bank policies and procedures in a professional, courteous, efficient, prompt manner. Follows regulatory procedures regarding Funds Availability Holds and BSA CTRs. This duty is performed daily.
2. Examine checks for proper endorsements; verify legality of documents; identify customers and ensure proper account authority for persons completing transactions. This duty is performed daily.
3. Record all transactions promptly, accurately, and in compliance with Bank procedures. This duty is performed daily.
4. Multitasks by working with multiple software programs concurrently to complete an ITM transaction while communicating with a customer. This duty is performed daily.
5. Take service requests for address changes, debit cards, online banking, issuing temporary checks, and check ordering. This duty is performed daily.
2. Examine checks for proper endorsements; verify legality of documents; identify customers and ensure proper account authority for persons completing transactions. This duty is performed daily.
3. Record all transactions promptly, accurately, and in compliance with Bank procedures. This duty is performed daily.
4. Multitasks by working with multiple software programs concurrently to complete an ITM transaction while communicating with a customer. This duty is performed daily.
5. Take service requests for address changes, debit cards, online banking, issuing temporary checks, and check ordering. This duty is performed daily.
6. Resolve customer issues and transaction discrepancies. This duty is performed daily.
7. Answer inquiries regarding interest rates, accounts, and products and services. This duty is performed daily.
8. Build relationships with customers and non-customers and offer products and services best suited for their needs. This duty is performed daily.
9. Make appropriate referrals to other departments such as new accounts, treasury management, lending, mortgage, trust, and financial services. This duty is performed daily.
10. Participate in activities for generating new business and/or saving on operational costs including calling customers and attending/working special events. This duty is performed daily.
11. Performs ITM end-of-day balancing per procedures. Adheres to security, audit, and compliance requirements in accordance with bank policies and procedures. This duty is performed daily.
12. Demonstrates consistent ITM script usage, while maintaining excellent customer service standards. This duty is performed daily.
13. Clearly communicates the proper use of the ITM, handling customer's objections and anxiety to new technology. Promotes benefits of the technology and ensures a positive experience. This duty is performed daily.
14. Troubleshoots routine issues for transactions, as well as the ITM machine and TellerPrompter, for uninterrupted service. Follows procedures related to notifications and escalations. This duty is performed daily.
15. Follow procedures for marking accounts for returned mail, closed accounts, and deceased customers. For closed accounts, this includes hot carding the debit cards. For deceased customers, also assist in reclamation of benefits for SSA, SSI, pensions, etc. This duty is performed daily.
16. Perform verifications for acuity, SSA, account confirmations, and others. This duty is performed daily.
17. Perform any other related duties as required or assigned.
7. Answer inquiries regarding interest rates, accounts, and products and services. This duty is performed daily.
8. Build relationships with customers and non-customers and offer products and services best suited for their needs. This duty is performed daily.
9. Make appropriate referrals to other departments such as new accounts, treasury management, lending, mortgage, trust, and financial services. This duty is performed daily.
10. Participate in activities for generating new business and/or saving on operational costs including calling customers and attending/working special events. This duty is performed daily.
11. Performs ITM end-of-day balancing per procedures. Adheres to security, audit, and compliance requirements in accordance with bank policies and procedures. This duty is performed daily.
12. Demonstrates consistent ITM script usage, while maintaining excellent customer service standards. This duty is performed daily.
13. Clearly communicates the proper use of the ITM, handling customer's objections and anxiety to new technology. Promotes benefits of the technology and ensures a positive experience. This duty is performed daily.
14. Troubleshoots routine issues for transactions, as well as the ITM machine and TellerPrompter, for uninterrupted service. Follows procedures related to notifications and escalations. This duty is performed daily.
15. Follow procedures for marking accounts for returned mail, closed accounts, and deceased customers. For closed accounts, this includes hot carding the debit cards. For deceased customers, also assist in reclamation of benefits for SSA, SSI, pensions, etc. This duty is performed daily.
16. Perform verifications for acuity, SSA, account confirmations, and others. This duty is performed daily.
17. Perform any other related duties as required or assigned.
Required Qualifications
Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED, with particular emphasis during high school in office skills, shop skills, or others, plus 7 to 11 months related experience and/or training, or equivalent combination of education and experience.
Preferred Qualifications
Must provide excellent customer service consistent with Farmers Advantage standards to all customers - internal and external. Must maintain confidentiality of customer and bank information at all times. Must comply with all internal controls and established bank policies and procedures at all times. Must have a working knowledge of all bank products and services in order to ensure that customer needs are consistently met. Will have the opportunity to represent the Bank at community events and in civic organizations. Minimum of 6 months of retail and/or customer service experience and/or cash handling experience required.
