Head Banker- Plattsburgh

Arrow Bank NA•Plattsburgh, NY

5d•Onsite

About The Position

The Head Banker at the U.S. Avenue office serves as a frontline leader responsible for delivering an exceptional customer experience and overseeing teller-line operations and daily branch activity. The role combines customer service, operational oversight, problem solving, team support, and guidance to help ensure efficient, accurate, and compliant service delivery. The Head Banker is a key resource for customers and team members, handling complex inquiries, supporting transaction processing, maintaining teller and branch cash limits, and reinforcing adherence to company policies, procedures, and regulatory requirements. The position also builds customer relationships by identifying needs and recommending appropriate products and services. It supports branch performance and sales and referral goals, and assists with account opening, wire processing, debit-card orders, and other customer transactions. The role includes support for Banker I and Banker II team members, daily branch controls, reporting, and customer and company security. Work includes travel to various branches as needed and participation in a rotational Saturday schedule.

Requirements

Three years of experience in banking, customer service, cash handling, or retail sales preferred.
Strong written and verbal communication skills in English; ability to communicate confidentially, clearly, professionally, and confidently with customers, internal partners, management, and other stakeholders.
Commitment to high-quality customer service with a courteous, patient, and professional demeanor.
Strong attention to detail and problem-solving skills, with the ability to follow procedures.
Ability to manage multiple tasks simultaneously while remaining aware of surroundings and priorities.
Sound judgment, discretion, and integrity when handling confidential information.
Proficiency in Microsoft Word, Outlook, and Excel, and ability to learn and use department-specific systems and software.
Ability to remain stationary, often standing, for prolonged periods.
Ability to use a telephone, computer mouse, and keyboard repetitively for extended durations.
Ability to move, lift, and carry cash bags, coin boxes, and branch equipment weighing up to 30 pounds.
Ability to travel to various branches as needed; travel may be by car, public transportation, or other reasonable means.
Ability to participate in a rotational Saturday schedule.

Nice To Haves

Associate’s degree or equivalent experience preferred.
Bilingual communication skills are a plus.

Responsibilities

Process transactions accurately and efficiently, follow cash-handling procedures, balance the cash drawer, adhere to cash limits, and buy or sell currency from the vault.
Handle incoming customer-service calls using knowledge of company operations, products, services, and programs.
Identify opportunities to offer additional products or services and generate client referrals.
Answer account and banking questions, including those about interest rates, service charges, and account histories, while following disclosure requirements, regulations, and consumer privacy policies.
Prevent and detect fraud by identifying counterfeit currency and monetary instruments; follow identity-verification, check-cashing, and dual-control procedures, including for domestic and international wire transfers.
Reconcile and maintain the ATM daily and process night-depository bags under dual control when assigned.
Protect customer and company resources by following security requirements, including branch opening and closing protocols and branch-safety procedures.
Support Banker I and Banker II employees as a peer mentor and subject matter expert for complex customer-service inquiries and transactions.
Prepare and submit assigned monthly reports and ensure reports and logs are completed on time.
Open basic customer accounts, such as checking and savings accounts, and order debit cards as appropriate.
Maintain current knowledge of and adhere to applicable federal regulations and company policies and procedures.
Travel to various branches as needed to maintain client relationships and support business objectives.
Participate in a rotational Saturday schedule to provide branch support.