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Job Behaviors
Description
Value to the Job
Assists in lobby management by greeting and assisting customers, and routing customers appropriately.
While interacting with customers, models excellent customer service, operational, and referral procedures.
Educates customers about various products and services (e.g., self-service banking options) that are offered by the bank.
Assists tellers with complex or unusual transactions to ensure correct completion and to model proper procedures.
Handles escalated customer situations (e.g., check cashing, funds availability) to defuse the situation and find a solution.
Provides override approval for transactions that are outside of teller limits, always examining documents and negotiable items carefully to mitigate loss risk to the bank.
Recognizes suspicious transactions and takes appropriate actions to mitigate risk (e.g., denies transaction, obtains additional documentation).
Supports platform sales and service functions (e.g., opening/servicing accounts, discussing credit card and loan products, problem resolution) by meeting with customers (i.e., small business, consumer), uncovering needs, and providing recommendations and solutions to meet customers’ needs.
Provides backup to the other roles in the financial center, as necessary.
Participates in opening procedures to prepare the bank and the teller line for business (e.g., opens safe deposit vault).
Participates in group meetings of financial center associates (e.g., morning meeting).
In the event of a new procedure, product, or operational change, ensures associates are informed and are properly executing the change.
Responds to associate concerns and objections regarding changes to influence them and gain buy-in.
Observes financial center associates to ensure that operational policies and guidelines are properly executed.
Inspects and reviews documentation (e.g., new account openings, night drop record log) to ensure associates are in compliance.
Adheres to and enforces bank safety and security procedures (e.g., custody and control, keys and combinations).
Ensures customer information receives proper privacy and security safeguards (e.g., coaches associates on privacy practices).
Executes assigned checklists, and documents compliance.
Participates in closing procedures to conform to regulations and to ensure bank security.
Participates in the orientation process for new financial center associates.
Ensures that all financial center associates are completing required training in a timely manner.
Ensures that all financial center associates are actively uncovering sales opportunities with new and existing customers.
Observes individual associate performance related to operations, service, and sales, and documents behaviors and opportunities for improvement.
Dispenses on-the-spot coaching to financial center associates (e.g., tellers, platform sales associates) to immediately address negative behaviors or to reinforce positive behaviors related to operations, service, and sales.
Reviews reports that provide information on financial center associate performance (e.g., process and control metrics, sales metrics) and takes note of deficiencies.
Shares feedback with financial center associates, identifies causes of behavior, and works cooperatively to specify developmental activities.
Monitors and ensures completion of associates’ developmental activities, and makes adjustments as necessary.
Prepares financial center associates for audits by ensuring that they complete training and by periodically quizzing them on audit-related topics.
Ensures that customer complaints are tracked and addressed.
Reviews and analyzes operational reports to identify areas for improvement.
Identifies potential causes of operational issues and helps develop strategies for improvement.
Participates in associate scheduling and may adjust schedules as necessary to effectively utilize resources.
Skills
Description
Value to the Job
Analytical Thinking: Analyzing and interpreting data, focusing on details, relating various pieces of information together, identifying trends, and assessing and managing potential risks.
Building Relationships: Effectively interacting with others (e.g., associates, customers) with diverse backgrounds and temperaments, demonstrating a genuine interest in others, maintaining open lines of communication with others, and exhibiting patience and encouragement.
Coaching: Identifying performance problems and their solutions, communicating positive as well as negative feedback, adapting coaching style depending on the situation, providing feedback that is specific and constructive, and encouraging all team members in incremental performance improvement.
Communication: Expressing information clearly and concisely (both orally and in writing), clearly outlining expectations, communicating negative information in a tactful manner, and listening attentively.
Decisiveness: Strongly communicating expectations, quickly responding to situations, justifying decisions when challenged, and following through on decisions.
Leadership: Firmly and confidently communicating expectations, holding others accountable for meeting goals, providing help and resources to team members, modeling exceptional work behavior, effectively delegating and following up, generating enthusiasm and excitement, and sharing the larger picture with team members.
Problem Solving: Generating effective solutions to problems, considering unique aspects of situations, suggesting alternative solutions, and balancing business needs with individual needs (e.g., team member needs, customer needs).
Time Management: Prioritizing work activities, completing a variety of tasks within short timelines, meeting deadlines, effectively handling frequent interruptions, and following up on commitments in a timely manner.
Work Ethic: Demonstrating a strong desire to contribute to the organization, demonstrating reliable and dependable behavior that contributes to the organization’s image, behaving in an ethical and trustworthy manner, and taking initiative on work tasks and responsibilities.
