Branch Specialist (Universal Teller)

F & M Bank•Harrisonburg, VA

44d•Onsite

About The Position

This position is responsible for assisting the Branch Manager and Assistant Branch Manager in the day-to-day operations of the branch, keeping within the framework of Farmers & Merchants goals, policies, and procedures. The role involves answering questions in the office during the absence of the Branch Manager and Assistant. The Branch Specialist provides leadership in product knowledge, analyzes customer needs, and promotes bank services and products, ensuring quality service to all customers. This role requires experience in two branch and operations functions, acting as a utility person to float as needed. Additionally, the position assists in the development of knowledgeable and capable employees.

Requirements

High school graduate
Three to five years of branch experience
Good keyboarding skills
Ability to work calculator and computer
Excellent communication and interpersonal skills
Demonstrated leadership ability with effective supervisory skills
Ability to meet and deal with the public in sales and problem solving situations
Fully experienced in two areas of the branch: Teller, Customer Service Representative or Loan Secretary
Fully knowledgeable of branch support functions
Must be fully knowledgeable in the responsibilities of head teller or Customer Service Representative as described in the job description
Ability to multitask and work efficiently and accurately in an atmosphere of frequent interruptions
Position demands a person with an outgoing and pleasant personality with an above average knowledge of bank branch operations.

Responsibilities

Assist management in the day-to-day operations of the branch, being knowledgeable in all areas to make decisions during the absence of the branch manager.
Keep management informed on all situations.
Stay current, maintain superior knowledge, and comply with all Farmers & Merchants products and services, policies, and procedures.
Aggressively identify and pursue prospects for new business development through the referral program of the branch.
Apply selling and cross-selling skills to the products and services offered by the Bank to produce new business from existing and new customers.
Make referrals to other product areas (investment, mortgage, etc.) and document on referral track.
Achieve individual referral goals.
Strive at all times to provide superior customer service.
Focus on the customer at all times by smiling, calling the customer by name, and thanking them as they leave.
Resolve customer problems and assist customers and staff in answering operational questions in an efficient and courteous manner.
Own the problem or concern.
Be proficient in two areas, Head Teller, Customer Service Representative II, or Loan Secretary with all responsibilities of one of these positions.
Be fully trained and experienced in two areas to service as the utility float when needed.
Be fully trained in all branch support functions.
Be familiar and provide information about a wide variety of bank products and services.
Analyze customer needs and encourage bank services.
Ensure that good customer service is provided in the Branch.
This may involve opening accounts and working a teller window when needed.
Assist in answering incoming telephone calls for the branch, always being prompt and courteous, providing quality customer service.
Transfer calls promptly, take and deliver messages.
Display at all times a positive cooperative spirit, professionalism, and a responsible attitude to staff and customers.
Lead by example while being a team player.
Maintain a neat and orderly work area and ensure that all negotiable and confidential information is properly secured.
Protect the Bank and customer information; knowledge of customers and their relationship with the Bank must be kept in absolute confidence.
Represent Farmers & Merchants Bank professionally and courteously while in contact with the public either in person or by telephone.
Community involvement encouraged.
Contact customers and business, community, and civic organizations to promote goodwill and generate new business.
Perform other duties as assigned in order to meet the branch/bank needs.
Assist management in the cross-training of staff and staff sales development activities.
Confer and participate with the branch manager in resolving routine personnel issues.