Train, mentor, and coach Customer Service Tellers in performing their duties, managing customer service relationships, and developing products/services knowledge. Provide assistance to ensure that Branch teller operations and training functions are completed efficiently, accurately, and timely. Demonstrate exemplary customer service upholding BOTC Sales-Service-Soundness values while providing support to the Customer Service Tellers.
Duties & Responsibilities:
Train CSTs in their responsibilities including, customer service, product/service knowledge, sales, and time management, with direction from Branch Operations management.
Prepare cash daily to process teller transactions, including: checking/savings deposits/withdrawals, selling travelers checks/personal money orders/cashiers checks, and selling/redeeming U.S. Savings Bonds.
Approve checks and approve/sign cashiers checks with limited check cashing/signing authority.
Identify opportunities to offer appropriate products and services to customers that will benefit the customer and support our goal to expand and retain customer relationships.
Resolve customer concerns with minimal assistance, seamlessly referring customers to Trusted Advisors and other departments as appropriate.
Complete and pass the Basic and Intermediate CST Series as well as the Customer Service Teller Train-the-Trainer program. Attend and actively participate as a Trusted Advisor with continuing educational WebEx's on a monthly basis.
Meet BOTC Teller Balancing Requirements and Balancing Guidelines applicable to this position.
Professionally handle a variety of teller transactions or product/service issues requiring expertise in specialized operational areas or complex customer relationships to support Customer Service Teller training.
Foster and enhance teamwork and cooperation.
Ensure that CSTs are following regulatory, compliance and audit policies and procedures on a daily basis.
Closely train, mentor, and coach new CSTs through six-month training plan.
Act as a Customer Service Teller when not training and provide back-up for vault tellers in performing their duties.
Provide notary public services.
Provide input, make recommendations and assist with training development as needed; provide Training Officer and Branch Customer Service Manager/Officer with reports on trainees' progress.
Provide support and assistance, complete other related duties as assigned, in support of the daily functions and special projects of the Branch.
Experience and Skill Requirements:
3 years Banking experience with previous training, and Customer Service Teller experience preferred. Proven ability to promote and sell BOTC products and services and develop customer relationships. Basic accounting skills with mathematical aptitude and computer spreadsheet skills. Maintain a general knowledge of Human Resouces laws. Demonstrated analytical, decision-making and effective problem resolution skills. Excellent interpersonal skills and ability to professionally and tactfully communicate verbally and in writing. Demonstrated cultural awareness: recognize the value and exhibit the ability to work effectively with a culturally diverse workforce and community. Ability to establish and maintain effective working relationships with various employees, supervisors and managers. Excellent interpersonal, group presentation and training skills. Must be competent in the use of personal computer systems, internet applications and electronic mail, and various windows based software applications to include, but not limited to, banking application software, word processing, and spread sheet software. Must demonstrate acceptable personal financial responsibility and be bondable. Local and in-state travel, and occasional out-of-state travel, may be required. Must maintain a valid drivers license, and must possess and maintain a safe, acceptable driving record throughout course of employment, or arrange for optional transportation. Must obey all traffic laws and regulations while using Bank owned vehicles and ensure use is for Bank related purposes only.
Education / Certification Requirements:
High School Graduate or Equivalent
Customer Service Teller Train the Trainer program required within 30 days, if not completed
Requires hand-eye coordination, manual dexterity and the ability to distinguish letters or symbols. Physical ability to perform the essential functions of the job as listed. Able to regularly stand or sit for prolonged periods of time. Able to verbally communicate effectively with others. May be required to push, pull, lift or move items weighing up to 50 pounds. Extensive use of the telephone and internet communications.
Bank of the Cascades - 15 months ago