Teller/CSR

POSITION PURPOSE:

To perform all retail teller duties including customer service and sales functions, as well as a variety of duties required by policies/procedures; to give high quality customer service in an expedient, efficient manner; to treat all customer information with confidentiality; to maintain a professional appearance and demeanor; and to develop a thorough knowledge of bank products and services.

QUALIFICATIONS:

• Minimum of 1-year cash handling experience required.
• Minimum of 1-year customer service experience.
• High school diploma or equivalent required.
• Excellent interpersonal and oral communication skills.
• Effective communications skills (reading, legible writing, and listening).
• Light typing and/or keyboard skills.
• Basic math skills and reading comprehension skills.
• 10-key by touch.
• Proficient in Microsoft Office, specifically Excel, Word and PowerPoint

ESSENTIAL JOB DUTIES:

• Provide quality customer service.
• Work 40 hours per week.
• Follow Stone Bank's policies, procedures, and standards.
• Follow attendance policy.
• Maintain work area to reflect a neat and orderly workplace.
• Maintain customer confidentiality.
• Work in front window and drive-through window simultaneously at times.
• Verify and organize money drawer; balance drawer and report any discrepancies.
• Perform payment and receiving functions, not limited to deposits, withdrawals, check cashing, loan payments, close-outs, etc.
• Assist customers with their safe deposit boxes and apply box payments.
• Open deposit accounts for customers in accordance with policies and procedures.
• Issue Cashier’s Checks and Official Checks.
• Process night deposits, mail deposits, and ATM deposits in accordance with policies and procedures.
• Actively practice up-selling techniques and make cold calls in accordance

with any current or future sales programs.

• Accept Stop Payment Orders and Revocation of Authorization Orders.
• Assist customers with completing transaction dispute forms in accordance with policies and procedures.
• Assist customers with completing transaction dispute forms in accordance with policies and procedures.
• Order checks, debit cards, or any other supplemental products offered by the bank.
• Assist customers with submitting online or paper credit card applications in accordance with bank policies and procedures.
• Review and/or prepare various deposit reports and prepare paperwork for necessary maintenance, if needed.
• Assist customers with online, mobile, and telephone banking issues, such as password resets and log-in assistance.
• Answer phone calls and answer customer questions in accordance with procedures.
• Take wire transfer orders from customers and send them to Deposit Operations for processing.
• Practice Stone Bank’s security procedures.
• Complete all assigned computer-based and in-person training courses within the prescribed time period.
• Develop and maintain an in-depth knowledge of Stone Bank’s deposit products.
• Ensure the Branch facility is opened and closed according to proper procedures as assigned or needed.
• Handle opening, closing, and maintenance of safe deposit boxes. Responsible for the collection efforts and drilling of past due safe deposit boxes.
• Other duties as assigned by Supervisor.

PRINCIPAL CONTACTS:

• Co-Workers

• Customers

PHYSICAL CHARACTERISTICS:

Job Environment: workstation located in lobby of the branch, must be able to concentrate with distractions.

Equipment Used: adding machine/calculator, keyboard, computer terminal and printer, telephone, copier, bill counter.

Physical Criteria: sitting and standing for extended periods of time, bending, occasional lifting 5-25 lbs., must be able to walk back and forth for a distance of 5 feet to 15 feet behind the teller line, must be able to adequately hear and verbally communicate with customers, both face-to-face and over the telephone.