Customer Relationship Associate

Description

This position performs the duties of a Customer Service Representative or a Teller, based on Branch scheduling needs.

When acting as a Customer Service Representative, you are responsible for presenting yourself as a professional representative of the Bank, demonstrating honesty, sincerity, and integrity in all interactions. You must possess the ability to genuinely identify customer needs and recommend products and services that best serve those needs, building trust with every customer interaction. This role requires a strong knowledge of the bank’s consumer products, as well as a basic understanding of business deposit products.

When acting as a Teller, you are responsible for reflecting the core values and culture of the Bank, ensuring customers receive an exceptional banking experience that aligns with our commitment to excellence, respect, and customer-centric service. Tellers are tasked with accurately processing transactions, identifying customer needs, and suggesting Bank products and services or referring customers to other personnel as necessary.

Essential Functions:

• Professional Service with Integrity: Provide professional, courteous, and efficient service to all customers. Make eye contact, learn and use the customer’s name, and maintain a sincere commitment to treating every customer with respect and fairness.
• Customer Assistance: Assist customers in a variety of ways, including but not limited to; opening accounts, clearly explaining the range of the institution’s deposit products and services, updating customer information, answering questions, resolving problems, and addressing concerns in a way that prioritizes their best interests.
• Transparency and Accuracy: Provide customers with complete and accurate information regarding all consumer and business deposit products and services, including Individual Retirement Accounts, HSAs, and Electronic Banking Services. Ensure that all communications are clear and transparent, adhering to ethical standards.
• Policy Adherence: Maintain a thorough knowledge of, and comply with, all quality control policies, procedures, and regulatory requirements, ensuring that every action is in line with the bank's standards of integrity.
• Customer Advocacy: Serve as a liaison between the customer and other bank departments as necessary to resolve issues, demonstrating a collaborative spirit and commitment to customer satisfaction. Make appropriate referrals to other bank personnel when necessary.
• Efficient Service Delivery: Ensure that all customer service functions are performed efficiently and in accordance with the bank’s policies and procedures, always striving for excellence.
• Product Knowledge & Continuous Learning: Maintain a strong and evolving knowledge of the Bank’s products and services, seeking ongoing education and training to better serve customers and uphold the Bank’s values.
• Transaction Accuracy: Accept and accurately process all Bank transactions, ensuring integrity in every exchange.
• Cash Handling: Negotiate checks and place holds within established limits, demonstrating attention to detail and responsibility.
• Cash Drawer Balance: Accurately balance your cash drawer at the end of each shift, and report any discrepancies to the supervisor promptly, adhering to the bank’s accountability standards.
• Confidentiality: Exhibit a strong commitment to confidentiality, handling all customer information and transactions with the highest level of integrity and discretion.
• Compliance: Comply with and remain current with all federal and state banking regulations, as well as all bank and branch policies and procedures, ensuring full adherence to industry standards and ethical practices.
• Team Support: Perform other miscellaneous duties or special assignments as required or assigned, assisting other Branch staff as needed. Contribute positively to team success, always fostering a collaborative and inclusive work environment.
• Training and Development: Attend all required meetings and training, contributing to a culture of continuous learning and professional growth.

Other Duties and Responsibilities:

• Customer Referrals: Make appropriate referrals to our business partners that benefit customers, ensuring that the referral process is carried out transparently and with integrity.
• Proactive Product Suggestions: Make product suggestions based on the customer’s needs, handling them or making referrals to other Bank personnel as needed, always in the customer’s best interest.
• Security Adherence: Follow all security procedures, helping maintain a safe environment for both employees and customers.
• Time Management: Effectively prioritize work, ensuring all tasks are completed on time and in alignment with branch goals.
• Adaptability and Innovation: Demonstrate eagerness to accept new challenges, recognizing that each day may bring new opportunities and changes, and adapting accordingly with a positive and proactive mindset.

Working Conditions:

• Physical surroundings are generally pleasant and comfortable with protection from weather conditions but may be subject to temperature changes.
• Frequent lifting of one to ten pounds; occasional lifting of up to 35 pounds.
• Extensive operation of computers and office equipment requiring dexterity and coordination, with frequent use of hands.
• Ability to stand for extended periods.
• Ability to travel to all Bank locations, if needed.

Requirements

Position Qualifications and Education Requirements:

• High school graduate or equivalent required; college, business, or banking professional training preferred.
• Experience as a Teller, Customer Service Associate, or in a similar customer service role beneficial.
• Strong interpersonal skills, verbal and written communication, and organizational skills.
• Ability to interact harmoniously and effectively with others, fostering teamwork and collaboration in line with the Bank’s values of integrity and respect.
• Operational competency with Microsoft Office Suite.
• Ability to operate standard office equipment with attention to detail.
• Ability to manage time effectively, prioritize work, and accomplishing goals on time while meeting all required standards.
• Knowledge of Windows-based applications.
• Ability to read documents and computer screens, communicate in person and via phone, and use a computer and office equipment.
• Dependable, punctual, and consistent in attendance, demonstrating reliability and responsibility.
• Flexibility with varying schedules and willingness to adapt to new challenges.