Floater (Full Time) - Lubbock, Ave. Q

POSITION PURPOSE

Responsible for performing a broad variety of financial services as needed at multiple locations including teller functions, (deposits, withdrawals, loan payments, cashiers’ checks, money orders, and cash advances), Customer Service functions (opening and closing accounts, renewing certificate accounts, and assisting customers with bookkeeping and checking account problems, answer customer questions regarding Bank services provided and performs a variety of account maintenance), and Customer Advocate functions (courteously and promptly resolves customer questions or problems, assists customers with all telephone inquires regarding bank accounts and bank services, completes appropriate documentation to complete customer transactions). Cross sells services as required. Responsible for providing excellent customer service and maintaining strong professional relationships.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and professional performance of financial service functions.

•    Presents and explains Bank services and products to clients and assists in meeting their financial needs including the following: opening, closing and maintaining all checking, savings, time deposits, IRA’s, safe deposit boxes and savings bonds
•    Answers questions and solves problems for clients by listening to problems, collecting data, securing answers.
•    Assists clients with disputes involving Bank online, Master Money, ATM services or deposit accounts.
•    Tele-consulting
•    Meets goals set on scorecard
    
2. Assumes responsibility for the efficient, effective, and accurate performance of Teller functions.
•    Represents the Bank in a courteous and professional manner.
•    Receives deposits in person or by mail.
•    Receives loan payments in person or by mail. Properly computes interest.
•    Processes cash advances, travelers’ checks, cashiers’ checks, money orders, government bonds, and similar transactions.
•    Disburses cash or check withdrawals in person, by telephone, or by mail.
•    Processes transfers.
•    Opens and closes computer terminal accounts daily. Processes assigned cash and transactions and balances at end of day.
•    Receives and processes payroll deduction starts, stops, and increases.
•    Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
•    Has no more than one proof error within a 30-day period
•    Follows Teller procedures consistently

3. Assumes responsibility for the effective and professional performance of financial service    
functions in the Call Center. (Lubbock Division only)
•    Assists customer with all inquiries involving checking, savings, certificates of deposit, IRA, loan, business, and trust accounts.
•    Performs file maintenance and account changes as needed.
•    Assist customers with Bank on Call, Bank online, and Debit/Tillie card services.
•    Performs research needed to resolve customer account issues.
•    Maintains files for each customer assisted.
•    Researches and resolves problems with customer accounts.
•    Meets goals set on scorecard
•    Other duties include working with wire transfers, interest rate inquiries, safe deposit boxes, error resolution, deceased customers, lost or stolen account related items or information and forged or fraudulent activity, and teller services

4. Assumes responsibility for establishing and maintaining effective, professional business relations with
customers.
•    Ensures that customers' requests and questions are promptly resolved.
•    Operates online teller terminal. Provides in person, by telephone, or by mail, information that customers may authorize concerning their account status.
•    Receives and processes new customer accounts and changes to existing accounts.
•    Receives and processes changes of name, addresses, and other account information as needed.
•    Maintains privacy of customer account information.
•    Ensures that the Bank's quality reputation is maintained and projected.

5. Assumes responsibility for establishing and maintaining effective coordination and working relationships
with area personnel and with management.
•    Assists area personnel as required.
•    Keeps supervisor informed of area activities and significant problems.
•    Completes required reports and records accurately and promptly.
•    Attends meetings and training classes that may be held on weekday, evenings, and/or Saturdays

6. Assumes responsibility for related duties as required or assigned.
•    Actively and professionally cross sells Bank services.
•    Performs related clerical duties as needed.
•    Ensures that work area is clean, secure, and well maintained.
•    Performs research and NSF duties as needed.

QUALIFICATIONS

EDUCATION/CERTIFICATION:    
High school graduate or equivalent.

REQUIRED KNOWLEDGE:    
Good understanding of financial services and products provided.
Excellent knowledge of Teller policies and procedures.
Understanding of customer bookkeeping procedures.
Knowledge of Company products, sales policies, and procedures.

EXPERIENCE REQUIRED:    
At least one year of related experience required.
Customer service and data entry experience preferred
Prior Banking experience required

SKILLS/ABILITIES:        
Professional appearance and attitude.
Ability to operate related computer applications and business equipment including
10-key and telephone.
Solid math and bookkeeping abilities.
Excellent communications and public relations skills.
Well organized.
Detail oriented
Willingness to assist others.
Strong typing abilities.

TRAVEL REQUIREMENTS:    
This position has the following travel requirements: Regular travel to branch locations within the area and dependable transportation. On rare occasions may include out of town travel with overnight/multiple night stay in some out of town locations. When not working at the designated home banking center, mileage driven will qualify for reimbursement in accordance with the Banks Mileage Allowance Policy.