Sales and Service Associate II

HomeTrust Bank•Johnson City, TN

About The Position

The Sales and Service Associate II (SSA II) provides customer service by efficiently managing customer interactions and offering solutions based on customer needs. The role processes transactions, establishes new customer relationships, and strengthens existing relationships through in-branch and telephone interactions. The associate serves customers at the teller line and at a lobby workstation for conversations and new account openings, providing a central point of contact for financial needs. The position supports retail sales and service by explaining bank products and services, opening and maintaining consumer accounts, processing transactions and wire transfers, and making appropriate referrals to other financial services. The associate also maintains vault control, protects sensitive information, and follows bank policies, procedures, and applicable regulations. The job operates in a professional office environment and routinely uses standard office equipment.

Requirements

High school diploma or equivalent.
At least 3 years of public contact or sales experience.
Experience in an SSA position or an equivalent role at another financial institution.
Above-average PC and technology skills, including the ability to use applicable software and branch automation systems.
Familiarity with federal and state banking regulations related to lending and consumer finance, including fair lending laws, the Bank Secrecy Act, and the US Patriot Act.
Thorough knowledge of the Teller system and applicable system applications, consumer account opening and maintenance, teller transaction processing, and wire transfers.
Knowledge of bank products and services sufficient to identify and address customer and prospect needs, conduct sales and service conversations in person and by phone, and make quality referrals.
Ability to stay current on policy and procedure changes related to retail and consumer lending products.
Excellent verbal and written communication skills, ability to resolve customer concerns positively, and strong attention to detail.
Ability to work with limited or no direct supervision.
Organizational skills and aptitude for basic mathematics.
Ability to think and act independently within bank policies and assigned authority.
Proficiency in Microsoft Office products.
Ability to meet the physical demands of the role, including reaching, shifting, lifting up to 25 pounds, finger dexterity, grasping, feeling, repetitive motions, talking, and hearing.
Specific vision abilities, including close vision, distance vision, and the ability to adjust focus.
Ability to communicate and exchange accurate information, and to move around the office to attend meetings and access files, machinery, or other job-related tools.

Nice To Haves

Associate degree in a relevant field.

Responsibilities

Attract and retain customer relationships by serving customers in person and by phone, identifying needs, and recommending appropriate products and services.
Serve as a primary customer contact for transaction processing, new account opening, problem resolution, and account maintenance.
Process teller-line transactions, including deposits, check cashing, withdrawals, verification of endorsements and signatures, and placing holds on accounts for uncollected funds.
Move to a lobby workstation for customer conversations and new account openings as needed.
Provide customer services including wire transfers, explaining product and service features and benefits, opening consumer accounts, and maintaining existing accounts.
Act as vault custodian and maintain control and balance of the vault.
Participate in retail sales, service, and product training meetings, branch huddles, and other scheduled meetings.
Promote retail bank products and services, including checking, savings, money market accounts, certificates of deposit, debit cards, online and mobile banking, and consumer loans.
Promote and introduce other financial institution products and services and make appropriate referrals, including HELOCs, IRAs, mortgages, investment services, and treasury management services.
Maintain the confidentiality and security of sensitive information.
Follow corporate policies and procedures and applicable federal and state laws and regulations, including BSA, AML, CIP, OFAC, and lending and consumer compliance requirements.
Complete mandatory annual compliance training.
Perform other duties and special projects as assigned.
Complete in-house or other approved or assigned training programs for the new accounts function within one year of accepting the position.
Demonstrate and foster HomeTrust’s corporate culture, take personal initiative, and serve as a positive example for others.
Use bank policies and procedures to support operational efficiency and regulatory compliance.