This branch position is responsible for providing an outstanding customer experience while assisting customers with their basic banking needs, processing transactions and educating them about the Bank’s products and services primarily in support of the Overlea Branch. The Relationship Guide embraces the Bank’s relationship sales culture and seeks to build and deepen customer relationships. Professionalism, customer service delivery, and teamwork are key to this position. ESSENTIAL FUNCTIONS Customer Experience:
Creates an outstanding customer experience that is personalized, responsive and convenient.
Effectively engages in conversations with customers and seeks to understand their needs.
Ensures that customers are serviced in a timely, accurate and thorough manner.
Committed to learning all Bank products and services, and effectively discussing them with customers while addressing specific benefits related to their banking needs.
Migrates customers from teller station to new accounts desk for account review and discussion.
Seeks to build and deepen customer relationships by assisting with their banking needs, effectively handling questions and providing solutions.
Educates customers on how to access RFSL 24-7 through the various channels. Guides customers step by step through processes (i.e. online banking, ATM PIN reset).
Sets the example in customer service delivery for other branch team members to emulate.
Processes transactions which may include: checking and savings deposits and withdrawals, loan transactions, safe deposit box payments and official checks.
Processes the following: CD penalties, stop payments, ACH stop payments, currency transaction reports, PIN resets, debit card and ACH disputes, and debit card orders.
Adheres to cash handling, security and other operational policies and procedures.
Performs teller drawer, branch and ATM settlements.
Scans new account paperwork and other documentation into records management system.
Updates and creates events on the Customer Relationship Management (CRM) system.
Seeks to identify customer transaction patterns to protect customers’ security and report unusual patterns.
Responsible for understanding and adhering to Rosedale Federal’s policies and procedures and banking regulations to include Bank Secrecy Act, Reg CC, Privacy and Customer Confidentiality.
Demonstrates a positive mindset within the branch and in interactions across Rosedale Federal.
Takes ownership of completing branch duties and assigned projects.
Shares relevant knowledge and information, as appropriate, with team members.
Assists with staffing in other branches as needed.
Actively participates in branch huddles, meetings, training and other learning opportunities to further develop knowledge of products, services and banking regulations.
Participates in community activities supported by Rosedale Federal
This list of essential functions is not necessarily exhaustive and may be supplemented, or otherwise revised by the employer, at its sole discretion. SECONDARY JOB FUNCTIONS
Other duties may be assigned.
SKILLS REQUIRED TO PERFORM THE DUTIES OF THE JOB
Excellent customer service and verbal and written communication skills.
Strong interpersonal skills.
Customer relationship focused.
Accurate and detail-oriented.
Ability to count large sums of cash and coin.
Problem solving ability.
Basic knowledge of personal computers.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS
High School diploma, or equivalent.
0 – 4 years customer service experience. Cash handling experience preferred.
WORKING CONDITIONS / PHYSICAL REQUIREMENTS
Must be able to remain in a standing position for long periods of time (50%-75% of the time)
The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
May be required to assist at other branch locations based on business need.
Ability to work a schedule that may include evenings and weekends and flexibility during the week.
Must be able to lift up to 60 pounds.
Rosedale Federal Savings & Loan Association is an Equal Opportunity Employer, including disabled and vets.