Retail Banker - Orion

Date Posted: 8/19/2024
Department: Teller/Customer Service
Type of Employment: Full-Time

Position Summary

This position is responsible for discovering the needs of personal and business customers, as well as prospective customers for any banking related matters, particularly to customer account services (see below). The Retail Banker will provide information and solutions with BankORION’s products and services in an efficient manner that consistently delivers a Bright Partnership. They will perform both teller services as well as holistic relationship conversations that assess needs to help customers meet financial goals. This role will work in a hybrid manner working with customers and the public between a teller line and a sit-down desk.

Essential Duties and Responsibilities

• Build rapport with customers through in-depth discovery conversations at time of account opening to understand their needs and make sound financial recommendations.

• Proactively position digital and technology solutions to customers as an added “arm” of the bank to meet their service needs. Assist customers and staff with on-line and mobile banking questions and problems, including password re-sets and troubleshooting associated products (Bill Pay, Mobile Deposit, Zelle, etc

• Engage with customers on additional products and services that may benefit their situation such as: Mobile Deposit, Merchant Services, Credit Cards, Zelle, Bill Pay, and any applicable current specials.

• Open and close accounts for customers, completing all required forms and saving documentation; assure that a new customer understands the Terms & Conditions related to the specific type of account. Avoid any Customer Information Profile (CIP) Exceptions, be sure to include all information and follow Beneficial Ownership guidelines.

• Provide exceptional service through both in-person and telephone correspondence from current and prospective customers. Receive communications via telephone, mail, in-person, and e-mail and answer questions related to products, services, and programs while making sound recommendations to meet customer needs. Refer customers to other department employees for appropriate assistance.

• Open and service customers with Individual Retirement Accounts (IRAs) regarding payouts, disbursements, rollovers, filling out and filing the forms necessary to accomplish customer requests and to comply with regulations. Issue and close Certificates of Deposit (CDs), and input information into core system.

• Arrange transfers of customer accounts within the Bank, or from other financial institutions, review to ensure that necessary signatures have been obtained and that required forms are completed.

• Allow access to Safe Deposit Boxes (SDBs) and apply consistent compliance practices. • Review public notices for information on deceased customers and follow up on necessary account action.

• Issue debit cards and instant issue debit cards for customers. Handle inquiries, reset Personal Identification Numbers (PINs) as necessary.

• Handle Public Aid inquiries, balance verifications, and credit ratings for customers.

• Provide year end 1099 corrections, if requested.

• Keep Customer Information File (CIF) and account information up to date, including maintenance. Verify maintenance was done correctly.

• Process domestic and foreign wire transfers (incoming and outgoing), if authorized.

• Adhere to and stay up to date on check cashing policies and procedures.

• Perform due diligence to prevent loss to the bank from stolen, fraudulent, or counterfeit items. Inform others of suspicious activity.

• Promote and implement the bank's culture of being Bright Partners through its mission, vision, values, and action steps.

• Review daily branch checklists for opening, closing, and downtime duties.

• Complete required baseline customer calls by conducting birthday/anniversary calls, attending bank sponsored events, and participating in volunteer opportunities, etc.

• Complete required KnowBe4 and ICBA courses before deadlines to follow banks compliance policies.

• Attend and participate in branch, department, and company meetings and training sessions.

• Utilize resources, such as the STAR Manual, Quick Tips, Call Direction Chart, etc.

• Perform other duties as required or requested. Knowledge, Skills, and Abilities

• Ability to meet or exceed expectations as it relates to the quantity and quality of work performed, as well as maintain a clear understanding of the job role and responsibilities

• Adapt to change and embrace digital and technology as a tool to advance customer service

• Form good working relationships by being able to collaborate professionally with members on all levels of the organization and contribute positively to the team

• Ability to be self-reliant, proactive, multitask, and work independently

• Must be dependable, accept responsibility, and take ownership of customer transactions and/or issues

• Impact initiatives positively, productively, and efficiently

• Possess strong written and oral communication skills

• Track record of successful strategic decision input and sound organization judgment

• Skilled with computers; including Microsoft Outlook, Excel, PowerPoint, and Word

Hours of Work

Full-time                     # of hours per week: 40                       2-3 Saturdays (# per month) 

Other: Working Conditions Demands of working with the public. Various office equipment and related noise level. Occasional lifting required.

Background Education and Experience

Required: High School Diploma or Equivalent and one year in a customer service role, preferably a front facing customer environment.

Education and Experience Preferred: Associates degree or higher and a minimum of one to three years in a customer service role in a front facing customer environment. Experience in financial services helpful, but not required.

Leveling Guide:

Retail Banker 1: An entry point into retail banking focused primarily on teller functions with gradual progression into banker duties. This person will be flexible to work a majority of time in a teller window while also adapting to working at a desk to meet with customers for banker needs. Typical expectations for this position will be one or more year of experience in customer facing roles with an emphasis on collaborative customer and team engagement.

Retail Banker 2: An experienced level of retail banking with a focus on banker duties in combination with some teller functions. This person will be primarily responsible for serving customer needs through quality relationship conversations generally at a desk. Teller duties at a teller window will be expected at times as business needs change. Typical expectations for this position will be two or more years of experience in customer facing roles with a strong skill set and background in customer relationships and exceptional service delivery. Senior Retail Banker/Float

Senior Retail Banker: A seasoned professional in retail banking with a primary focus on customer engagement through banker activities to meet customer needs in products and services. This person is seen as a leader in the branch by peers and customers and may act as a back up to the Branch Manager as needed. If designated as such, this position may be hired as a Floating Senior Retail Banker that covers needs at all locations on an as needed basis. All Float roles will be indicated in a job posting and during the interview process. This position works with minimal supervision and typically brings three or more years in customer service and relationship management experience.

*You may be eligible for consideration for one or more levels indicated above based on your experience and background. Management and Human Resources will determine the appropriate level commensurate with your experience and current needs for the location with an open position