POSITION DESCRIPTION:

This position is the Customer Ambassador for Guilford Savings Bank (GSB) with the overall purpose of providing superior customer service, quality, and efficiency to customers who prefer face-to-face interaction with the Bank to expand and strengthen customer relationships. This position will have a thorough understanding of the customer’s transaction requirements and be able to effectively communicate all available options to them. They will educate customers about GSB sales and service delivery options including all digital channels, debit card reward programs, and refer the appropriate products and services matching the customer needs. This position will also refer customers to the appropriate source or channel to address their need. They will also be responsible for the processing the regular transactions, such as receiving and paying out money, and keeping records of money and negotiable instruments involved in financial transactions in an efficient, friendly and accurate manner. Follows Bank policy and regulations regarding Bank Security Act (BSA), Currency Transaction Reporting (CTR), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and any others impacting front-line customer transactions. This position will assist branch management in developing and meeting branch market share and profitability goals.

GENERAL DESCRIPTION OF DUTIES

With a firm understanding of the bank products/services and the customer’s current relationship, offers information on Bank products and services that can benefit the customer and enhance their banking relationship. Carefully evaluates needs of potential customers and offers appropriate financial products and services resulting in referrals.

• Prepares and compiles new customer application and information to open new accounts with the use of the New Customer Onboarding tool.
• Provides ongoing relationship servicing with current customers to maintain goodwill and gain additional business.
• Informs and advises customers of status or enhancements to current account productivity and suggests resolution on account disputes and other account activity.
• Responds to customer inquiries and requests regarding account.
• Utilizes Synapsys to track important customer interactions and service events.
• Accountable for all facets of product and service knowledge delivery; Promotes and cross-sells other establishment products and services as appropriate to customer requirements.
• Generates new business to assist in meeting establishment profitability goals.
• Receives checks and cash for deposit to savings and checking accounts, verifies deposit amounts, examines checks for endorsement and negotiability and processes loan payments.
• Cashes check and pays money from savings and checking account upon verification of signatures and customer account balances. Inspects all checks, bonds, money orders, savings withdrawals, to determine their negotiability.
• Supervise daily settlement of branch, including on-site ATM and Cash Recycler; assist Tellers and Universal Bankers with balancing as necessary.
• Uses customer interactions as an opportunity to educate and cross-sell customers on Bank’s products and services, including deposit accounts, digital services, mortgages and loans. Exercises sound customer service and sales techniques to identify customers’ needs. Fully explains the features and benefits of the Bank’s accounts and services making appropriate referrals based on customers’ needs
• Acts as an expert and trusted resource for all direct-to-consumer products including online & mobile banking, mobile check deposit, bill pay, funds transfer, online statements, online loan & deposit acquisition, telephone & text message banking, ATMs, Money Management and the Bank’s corporate website, among others.
• Conducts staff Performance Appraisals, coaches and consults employees, assists with salary reviews and career planning.
• Assists management team in all aspects of customer service and/or teller training.
• Answers and routes telephone calls, takes messages, provides information and directs calls to appropriate staff as necessary.
• Manages multiple priorities and holds self-accountable for performance.
• Maintains a professional appearance and exhibits consistent behavior that is in accordance with Bank policy and standards.
• Assumes Assistant Branch Manager or Branch Manager responsibilities on occasion.

• Receives bank visitors, provides information and directs them to appropriate staff as necessary.
• Performs other duties as required.
• Completes all required compliance training on an annual basis.
• Completes an IDP-Independent Development Plan in conjunction with Supervisor.
• Utilizes bi-annual Performance Evaluation to recognize strengths and identify opportunities

DIGITAL LITERACY:

The ability to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skills

• Information, data, and content
• Teaching learning and self-development
• Communication, collaboration, and participation
• Digital identity, safety, and security
• Technical proficiency with all bank products
• Awareness and interest in new technology
• Creation, innovation, and research

FUNCTIONS SUPERVISED: Part-Time Tellers, Universal Bankers (when applicable)

BASIC KNOWLEDGE & TRAINING REQUIRED FOR MAXIMUM PROFICIENCY:

Possesses strong sales, interpersonal, organizational, and time management skills. Previous cash handling and customer contact experience is required. Proficiency in Microsoft Office (OUTLOOK, EXCEL, and WORD) is required.

EXPERIENCE: Three to five years of similar or related experience.

EDUCATION: A high school education or GED.

PHYSICAL REQUIRNMENTS: Must be able to stand for extended periods.