Works with Region Manager to meet/exceed sales goals, provide leadership and guidance to personnel and ensure successful daily operations of the financial center.
Essential Functions
Manages financial center sales staff to meet/exceed financial center sales goals by mentoring/coaching the staff, using the ERB process to cross-sell additional products/services with a focus on Health Savings Accounts (HSA).Ensures staff provides superior service to the customers by servicing transactional needs, maintaining confidentiality and responding to customer questions/requests in a timely manner. Performs banking transactions and opens new accounts as needed.Knowledge of Health Savings Accounts.Proficient at identifying customer needs, recommending specific products and/or services. Expands customer relationships by making appropriate referrals, such as investments, small business loans, commercial loans, and mortgage loans.Conducts daily CI huddles with staff members.Mentors/develops staff by providing on-going sales coaching, regular feedback on performance, opportunities for development, writing reviews, making recommendations to reward performance exceeding standards and handling employee disciplinary issues in a professional, objective and impartial manner. Ensures staffing levels are adequate to meet needs by conducting interviews and hiring staff, complying with federal, state, and local employment laws and promoting equal employment opportunity efforts.Ensures staff complies with the Privacy Policy, bank procedures and regulatory/operational/security guidelines by instructing/guiding employees and performing internal financial center audit functions.Increases financial center efficiency and staff knowledge by ensuring employees are properly trained in banking transactions, customer service and cross selling skills, proper telephone etiquette and company goals. Conducts presentations at manager meetings. Satisfactory Mystery Shops for the Manager and the Employees that are supervised.Secondary Functions:
Represents the financial center in the local community by participating in civic and community events and activities.Assists Region Manager with the financial center budget process by providing suggestions when preparing the annual budget goals and controlling staff overtime and supply expense.Identifies loan opportunities and makes tele-consulting calls.Contributes to the team effort by working on special projects/reports, performing other job-related duties, and accomplishing related results.Standards:
Able to perform all standards of the Financial Center, including profit contribution, fee income contribution, and increasing low cost of deposits- both consumer and commercial. Financial center consistently meets deposit, deposit mix, controls expenses, fee income, and referral goals and aggressively strives to achieve personal sales goals as evidenced by sales reports and tracking forms.Makes quality referrals for mortgage loans, small business loans, commercial loans, and investments as evidenced by sales reports. Demonstrates the ability to make results-oriented business sales calls as evidenced by management observation during joint calls and input into sales.Consistently coaches staff in office and holds CSR's accountable for meeting personal sales goals - coaching forms are thorough and demonstrate follow through in monitoring employee performance.Thorough understanding of ERB process and ability to coach staff in quality results-oriented sales interviews.Employee performance reviews are thorough, accurate and submitted by due date.Receives favorable reports from support departments (Consumer, Operations, EFT, HR etc.) for own performance and performance of staff. Has minimal exceptions to and favorable comments on monthly Financial Center Control Checklists, semi-annual audits, and internal audit reviews.Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation and properly completed sales/service systems.Is actively involved in the community and finds ways to leverage those relationships into networking opportunities that result in new business as evidenced by sales reports.Ensures staff attends all mandatory training within timeline specified and additional training classes within reasonable timelines. Sets the standard for staff on professionalism, customer service, teamwork, attendance, and punctuality as evidenced by management observation.Physical Demands:
Talking-Ability to express or exchange ideas by means of the spoken word.Hearing-Ability to receive detailed information through oral communication.Seeing-Ability to view a computer screen for an extended period of time and/or identify individuals visually.Standing-Ability to stand on feet for long periods of time.Walking-Ability to use feet and legs to move from one place to another specifically in narrow/confined spaces.Finger dexterity-Ability to work with fingers for handling coins or other small objects and use a keyboard.Reaching-Ability to extend hand/arms in any direction to move/handle objects. Lifting-Ability to lift and/or move up to 25 pounds.Knowledge, Skills and Abilities:
Associate's Degree in related field or equivalent business experience required. Minimum 18 months combination banking and sales experience required, to include retail banking and consumer lending, 6 months with Liberty, preferred.Ability to utilize sales techniques to expand banking relationships and a strong knowledge of bank operations/products and compliance regulations required. Demonstrates leadership/decision-making skills and the ability to motivate/lead staff is required.Strong communication skills and the ability to communicate with all types of individuals provide superior customer service and work well with others is required. Professional manner and a well-groomed business-like appearance required.Flexibility to participate in civic/community activities and work a flexible schedule based on financial center need is required.Computer skills and the ability to utilize industry-related software are required.PM19
An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities
PIdac386640d75-7778
Read LessJob Summary:
Works with management to meet/exceed sales goals and provide superior service/support to the region bytraveling to various financial centers, opening new accounts, handling consumer loans, expanding customer relationships and performing banking transactions. Provides leadership and mentors new Customer Service Representatives and is the supervisor in the absence of financial center management.Essential Functions
Works with the financial center sales staff to meet/exceed financial center sales goals by "modeling the way," mentoring/coaching the staff, and using the CNA process to cross-sell additional products/services and generate consumer loan activity by completing loan applications. Embracing the "ASK" program.Ensures staff provides superior service to the customers by servicing transactional needs, maintaining confidentiality and responding to customer questions/requests in a timely manner.Proficient at identifying customer needs, recommending specific products and/or services and closing on sales opportunities identified through the CNA process.Expands customer relationships by making appropriate referrals, such as investments and mortgage/commercial loans.Mentors/develops financial center staff or floating CSR II staff by providing regular feedback on performance, providing opportunities for development, making recommendations to reward performance exceeding standards, and handling employee disciplinary issues in a professional, objective and impartial manner; provides input regarding performance appraisals to management. Region Sales Manager may delegate supervision of Floating staff to a Financial Center Supervisor.Ensures staff complies with the Privacy Policy, bank procedures and regulatory/operational/security guidelines by instructing/guiding employees and assisting with performing internal financial center audit functions.Performs banking transactions and opens new accounts as neededOpens and closes the financial center as needed.Maintains and balances cash drawer, performs end of day balancing and ATM balancing.Performs account research and problem solving as needed.Upholds customer satisfaction by supporting external and internal customers and answering questions/requests in an effective/timely manner.Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential.Complies with bank procedures and follows regulatory, operational and security guidelines. Adheres to the Check Handling Agreement. Successful Mystery Shop scores. Minimal bank monetary losses.Secondary Functions:
Makes tele-consulting calls as directed by financial center management.May conduct presentations at Sales/Service Meetings. Contributes to the team effort by working on special projects/reports, performing other job-related duties, and accomplishing related results.Standards:
Able to supervise the financial center staff and handle customer/employee issues at various locations as evidenced by minimal negative incidents when management is out of office.Achieves personal sales goals, at least 50% of the most recent 6 months and has embraced the "ASK" program, as evidenced by sales reports and tracking forms.Thorough understanding of ERB process and ability to coach staff in quality results-oriented sales interviews at various locations as evidenced by properly completed CNA folders and management observation.Encourages and monitors sales performance of staff to include quality referrals.Demonstrates leadership abilities in communication and interaction with various teams. Actively mentors financial center staff at various locations as evidenced by working with manager on coaching/performance reviews and management observation.Makes quality referrals for commercial/mortgage loans and investments as evidenced by sales reports and tracking forms. Proficient in all phases of consumer loan processing as evidenced by minimal errors reported by Consumer Lending Quality Control. Proficient in technical processing of all phases of the CSR position including transactions, opening/closing responsibilities, opening new accounts such as savings, DDA, Commercial DDA, CDs, IRA's, balancing ATM, Safe Deposit processing, vault CSR and wire transfers with minimal difficulty.Demonstrates full understanding of dual control policy/procedures and off-line procedures.B, TISA, Privacy Act, BSA, etc.) as evidenced by absence of regulation violations.Demonstrates accuracy in balancing at 90% or better and the ability to assist staff in finding outages as evidenced by management observation and balancing documentation.Must complete and pass all mandatory training sessions, classroom, CBT and self-study as scheduled by manager within specified timelines or as classes are available.Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation and properly completed CNA folders.Consistently resolves customer service issues without having to involve manager.Ability to present information effectively at sales/staff meetings and perform/oversee teleconsulting.Receives favorable reports from support departments for own performance and performance of staff.Returns phone calls or responds to requests and/or questions within 24-hours.Sets the standard for staff on professionalism, customer service, teamwork, attendance, and punctuality as evidenced by management observation. Requirements:Physical Demands:
Talking-Ability to express or exchange ideas by means of the spoken word.Hearing-Ability to receive detailed information through oral communication.Seeing-Ability to view a computer screen for an extended period of time and/or identify individuals visually.Standing-Ability to stand on feet for long periods of time. Walking-Ability to use feet and legs to move from one place to another specifically in narrow/confined spaces.Finger dexterity-Ability to work with fingers for handling coins or other small objects and use a keyboard.Reaching-Ability to extend hand/arms in any direction to move/handle objects.Lifting-Ability to lift and/or move up to 25 pounds.Knowledge, Skills and Abilities:
Associate's Degree in related field or equivalent business experience required.Minimum of 18 months combination banking and/or sales experience required, 6 months with Liberty preferred.Demonstrated skills with new accounts and consumer loans required. Able to utilize sales techniques to expand banking relationships and a strong knowledge of bank operations/products and compliance regulations is required.Strong communication skills and the ability to communicate with all types of individuals, provide superior customer service and work well with others is required.Able to demonstrate a professional courteous manner, present a well-groomed, business-like appearance, demonstrate good presentation abilities and use proper telephone etiquette/grammar is required.Able to work a flexible schedule and travel to various financial centers as needed.Good basic computer skills and the ability to utilize industry-related software is required.Demonstrated skills in accuracy/balancing and cash handling.PM19
An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities
PIb71cb7865aa7-1783
Read LessJob Summary:
Works with management to meet/exceed sales goals and provide superior service/support to the region bytraveling to various financial centers, opening new accounts, handling consumer loans, expanding customer relationships and performing banking transactions. Provides leadership and mentors new Customer Service Representatives and is the supervisor in the absence of financial center management.Essential Functions
Works with the financial center sales staff to meet/exceed financial center sales goals by "modeling the way," mentoring/coaching the staff, and using the CNA process to cross-sell additional products/services and generate consumer loan activity by completing loan applications. Embracing the "ASK" program.Ensures staff provides superior service to the customers by servicing transactional needs, maintaining confidentiality and responding to customer questions/requests in a timely manner.Proficient at identifying customer needs, recommending specific products and/or services and closing on sales opportunities identified through the CNA process.Expands customer relationships by making appropriate referrals, such as investments and mortgage/commercial loans.Mentors/develops financial center staff or floating CSR II staff by providing regular feedback on performance, providing opportunities for development, making recommendations to reward performance exceeding standards, and handling employee disciplinary issues in a professional, objective and impartial manner; provides input regarding performance appraisals to management. Region Sales Manager may delegate supervision of Floating staff to a Financial Center Supervisor.Ensures staff complies with the Privacy Policy, bank procedures and regulatory/operational/security guidelines by instructing/guiding employees and assisting with performing internal financial center audit functions.Performs banking transactions and opens new accounts as neededOpens and closes the financial center as needed.Maintains and balances cash drawer, performs end of day balancing and ATM balancing.Performs account research and problem solving as needed.Upholds customer satisfaction by supporting external and internal customers and answering questions/requests in an effective/timely manner.Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential.Complies with bank procedures and follows regulatory, operational and security guidelines. Adheres to the Check Handling Agreement. Successful Mystery Shop scores. Minimal bank monetary losses.Secondary Functions:
Makes tele-consulting calls as directed by financial center management.May conduct presentations at Sales/Service Meetings. Contributes to the team effort by working on special projects/reports, performing other job-related duties, and accomplishing related results.Standards:
Able to supervise the financial center staff and handle customer/employee issues at various locations as evidenced by minimal negative incidents when management is out of office.Achieves personal sales goals, at least 50% of the most recent 6 months and has embraced the "ASK" program, as evidenced by sales reports and tracking forms.Thorough understanding of ERB process and ability to coach staff in quality results-oriented sales interviews at various locations as evidenced by properly completed CNA folders and management observation.Encourages and monitors sales performance of staff to include quality referrals.Demonstrates leadership abilities in communication and interaction with various teams. Actively mentors financial center staff at various locations as evidenced by working with manager on coaching/performance reviews and management observation.Makes quality referrals for commercial/mortgage loans and investments as evidenced by sales reports and tracking forms. Proficient in all phases of consumer loan processing as evidenced by minimal errors reported by Consumer Lending Quality Control. Proficient in technical processing of all phases of the CSR position including transactions, opening/closing responsibilities, opening new accounts such as savings, DDA, Commercial DDA, CDs, IRA's, balancing ATM, Safe Deposit processing, vault CSR and wire transfers with minimal difficulty.Demonstrates full understanding of dual control policy/procedures and off-line procedures.B, TISA, Privacy Act, BSA, etc.) as evidenced by absence of regulation violations.Demonstrates accuracy in balancing at 90% or better and the ability to assist staff in finding outages as evidenced by management observation and balancing documentation.Must complete and pass all mandatory training sessions, classroom, CBT and self-study as scheduled by manager within specified timelines or as classes are available.Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation and properly completed CNA folders.Consistently resolves customer service issues without having to involve manager.Ability to present information effectively at sales/staff meetings and perform/oversee teleconsulting.Receives favorable reports from support departments for own performance and performance of staff.Returns phone calls or responds to requests and/or questions within 24-hours.Sets the standard for staff on professionalism, customer service, teamwork, attendance, and punctuality as evidenced by management observation. Requirements:Physical Demands:
Talking-Ability to express or exchange ideas by means of the spoken word.Hearing-Ability to receive detailed information through oral communication.Seeing-Ability to view a computer screen for an extended period of time and/or identify individuals visually.Standing-Ability to stand on feet for long periods of time. Walking-Ability to use feet and legs to move from one place to another specifically in narrow/confined spaces.Finger dexterity-Ability to work with fingers for handling coins or other small objects and use a keyboard.Reaching-Ability to extend hand/arms in any direction to move/handle objects.Lifting-Ability to lift and/or move up to 25 pounds.Knowledge, Skills and Abilities:
Associate's Degree in related field or equivalent business experience required.Minimum of 18 months combination banking and/or sales experience required, 6 months with Liberty preferred.Demonstrated skills with new accounts and consumer loans required. Able to utilize sales techniques to expand banking relationships and a strong knowledge of bank operations/products and compliance regulations is required.Strong communication skills and the ability to communicate with all types of individuals, provide superior customer service and work well with others is required.Able to demonstrate a professional courteous manner, present a well-groomed, business-like appearance, demonstrate good presentation abilities and use proper telephone etiquette/grammar is required.Able to work a flexible schedule and travel to various financial centers as needed.Good basic computer skills and the ability to utilize industry-related software is required.Demonstrated skills in accuracy/balancing and cash handling.PM19
PIb7e13c9d95e9-3243
Read LessJob Summary:
Provides superior service to bank customers by performing banking transactions, opening new accounts and expanding customer relationships.
Essential Functions:
Maintains and balances a cash drawer, performs ATM and assists with end of night balancing.Receives, posts, pays out funds, balances and proofs customer accounts.Opens new accounts for checking, savings, business accounts, IRA, etc.Identifies customer needs and recommends specific products and/or services by use of CNA process.Expands customer relationships by making appropriate referrals, such as investments, mortgage and commercial loans and handling consumer loans by taking applications and assisting with processing.Maintains and balances cash drawer.Accepts and posts credit card and loan payments and payoffs.Performs account research and problem solving as needed.Cross-trains in other areas of the financial center, such as ATM, Vault, Savings Bonds, Safe Deposit, Wire Transfers, other ancillary services and assists with opening and closing financial center.Contributes to the achievement of financial center sales/service goals by meeting/exceeding individual goals.Upholds customer satisfaction by supporting external and internal customers and answering questions/requests in a timely manner.Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential.Complies with the bank procedures and follows regulatory/operational/security guidelines. Adheres to the Check Handling Agreement. Successful Mystery Shop scores. Minimal bank monetary losses.Secondary Functions:
Makes tele-consulting as necessary.Provides support by performing clerical duties, such as answering telephone, maintaining accurate records, faxing, copying and filing.Contributes to the team effort by performing other job-related duties as assigned.Standards:
Proficient in technical processing of all phases of the CSR I position (transactions, opening/closing, new accounts opening, savings, DDA, Commercial DDA, CDs, IRA's, balancing ATM, Safe Deposit processing), balances at 90% or better and assist in finding outages as evidenced by management observation and balancing documentation. Embraces the "ASK" program and strives to achieve personal sales goals (referrals) as evidenced by sales reports and tracking forms. Demonstrates proficiency with ERB process through audit of the CNA folders. Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation. Good understanding of all areas of compliance regulations (Reg. CC, Reg. E, TISA, Privacy Act, BSA, etc.) as evidenced by absence of regulation violations.Must have completed and passed all mandatory training sessions, classroom, CBT and self-study as scheduled by manager within specified timelines or as classes are available.Answers calls within 3 rings and returns phone calls or follows up on requests and/or questions within 24-hours.Maintains regular attendance and punctuality as evidenced by attendance records.Proficient in consumer loan processing (application and basic processing) as evidenced by minimal errors reported by Consumer Lending Quality Control and management observation.Physical Demands:
Talking-Ability to express or exchange ideas by means of the spoken word.Hearing-Ability to receive detailed information through oral communication.Seeing-Ability to view a computer screen for an extended period of time and/or identify individuals visually.Standing-Ability to stand on feet for long periods of time.Walking-Ability to use feet and legs to move from one place to another specifically in narrow/confined spaces.Finger dexterity-Ability to work with fingers for handling coins or other small objects and use a keyboard.Reaching-Ability to extend hand/arms in any direction to move/handle objects.Lifting-Ability to lift and/or move up to 25 pounds.Knowledge, Skills and Abilities:
High school diploma or equivalent required.Minimum 1 year customer service or cash handling experience/skills required.Able to communicate with individuals at all levels, provide superior customer service, and work well with others is required.Able to demonstrate a professional courteous manner, present a well-groomed, business-like appearance and use proper telephone etiquette/grammar is required.Able to work a flexible schedule and skills in accuracy, cash handling, and math are required.Basic computer skills and the ability to learn industry-related software are required.PM19
An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities
PI39262f9fc5-
Read Less