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Job Behaviors
Description
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).
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.
Skills
Description
Value to the Job
Ability to Learn and Apply Procedures: Learning and applying policies and procedures, completing tasks without errors, remaining detail-oriented and focused, understanding the role of policies and procedures in risk management, and correctly answering policy-related questions posed by customers.
Attention to Detail: Observing important detail while performing work tasks, completing work tasks without error, remaining focused and detail-oriented during less than ideal conditions, and understanding and correctly communicating the details, benefits, and requirements of various product/service options.
Building Relationships: Interacting with customers in a pleasant and professional manner, building rapport, demonstrating a genuine interest in customers, striving to ensure customer satisfaction and loyalty, and behaving in an ethical and trustworthy manner.
Communication: Expressing information confidently and enthusiastically, conveying complex information in a straightforward manner, avoiding the use of technical jargon, communicating negative information in a tactful manner, and expressing written information clearly and concisely.
Discovering Customer Needs: Asking probing questions to determine customers' needs for financial products/services, listening attentively to customers to uncover potential needs, asking appropriate follow-up questions to ensure understanding and identify opportunities for additional beneficial products/services.
Organizing and Planning: Prioritizing and managing work activities to address multiple goals and competing demands, effectively handling frequent interruptions, monitoring the progress of tasks, meeting deadlines, and following up on commitments in a timely manner.
Problem Solving: Generating effective solutions to problems, considering unique aspects of situations, balancing business needs with customer requests, assessing and managing potential risks, remaining calm during challenging situations, and understanding and applying basic math concepts to solve problems (e.g., balancing errors, customer account issues).
Recommending Products/Services: Matching the implied or expressed needs of customers with appropriate products/services designed to meet those needs, adjusting recommendations based on the individual circumstances of each customer, confidently presenting features and benefits, successfully responding to customer objections, and analyzing and interpreting information to relate products/services to customer needs.
Teamwork: Working effectively as a team member to meet customer needs, quickly shifting work focus to offer assistance where help is needed, proactively addressing opportunities and involving appropriate bank personnel as necessary, and helping others to complete tasks.
