Job Activity |
Value to the Job |
Greets and converses with customers to build rapport. |
|
Processes customer account transactions, including deposits, withdrawals, transfers, and loan payments, ensuring established bank procedures are followed. |
|
Cashes checks, ensuring that established bank procedures are followed. |
|
Issues cashier’s checks, money orders, cash advances, and/or foreign currency exchanges, ensuring that established bank procedures are followed. |
|
Assists customers with questions about their accounts (e.g., transactions, account features). |
|
Processes account maintenance requests (e.g., fraud claims, ordering account supplies). |
|
Delivers negative information (e.g., overdrawn account) to customers in a professional and tactful manner. |
|
Explains bank policies and procedures to customers as necessary. |
|
Determines when to make policy exceptions (e.g., fee waivers, funds availability) to maintain good customer relations, always following established guidelines. |
|
Keeps assigned work area secure by locking all drawers when leaving area, maintaining appropriate amount of cash in drawers, etc. |
|
Notifies appropriate bank personnel when a situation poses a potential risk or when a customer is acting suspiciously. |
|
Balances drawer and follows appropriate procedures to resolve out-of-balance situations. |
|
Completes required forms to document customer transactions and own work activities. |
|
Maintains knowledge of all bank product and service offerings, including features, benefits, and typical customer profiles. |
|
While processing account transactions, reviews account histories and converses with customers to identify customers’ needs for new or different bank products/services. |
|
Telephones customers to present pre-approved offers for financial products/services or to offer a general financial review. |
|
Keeps track of customers who have indicated a willingness to have future financial discussions, and contacts them at the appropriate time to initiate discussions. |
|
Sets appointments for customers to come in and discuss pre-approved offers, participate in financial reviews, and/or sign paperwork. |
|
Conducts structured financial reviews with existing or prospective customers to understand their financial situations. |
|
Captures pertinent customer information in databases, including notations about events or plans (e.g., wedding, home purchase) that might involve future needs for financial products/services. |
|
Recommends specific financial products/services that will meet customers’ unique needs and situations. |
|
Clearly and accurately describes financial products/services, including benefits, requirements, and any associated fees or costs. |
|
Responds effectively to questions or objections voiced by customers when positioning financial products/services. |
|
When necessary, informs customers that they will not qualify for a particular product/service, and explores options to determine if another product/service might be available. |
|
Works with customers to complete forms and paperwork (e.g., new accounts, credit/lending applications). |
|
Provides printed materials and online resources to customers to help them understand the financial products/services. |
|
Demonstrates how to access and use account features (e.g., on-line banking) for new and existing customers. |
|
Works on lending product closings, including ensuring that all required items have been gathered and prepared and ensuring final completion of forms and paperwork. |
|
Meets with upset customers and attempts to address their immediate issues and, if appropriate, recommend ways to avoid the issues in the future. |
|
Works with other departments within the financial institution as necessary to research and resolve customer problems/complaints. |
|
When appropriate, refers customers to other bank associates to discuss certain financial products/services (e.g., investments, small business services). |
|
Communicates with customers by phone and email to answer questions, provide status updates, and express appreciation for the business. |
|
|