Sales and Service Associate II

HomeTrust Bank•Morristown, 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, opens new accounts, resolves problems, and maintains accounts, building new customer relationships and strengthening existing ones through in-branch and phone interactions. The associate works at the teller line and in a lobby workstation to support transaction processing, customer conversations, and account opening, and serves as vault custodian. The position promotes retail bank products and services and refers customers to additional financial institution offerings. It requires maintaining the confidentiality and security of sensitive information and complying with company policies, banking laws, and regulatory requirements, including BSA, AML, CIP, OFAC, lending, and consumer compliance requirements. The associate participates in training and meetings, completes annual compliance training, and performs other duties and special projects as assigned. The position operates in a professional office environment and routinely uses standard office equipment. HomeTrust Bank describes itself as a community-focused financial institution founded in 1926, chartered in North Carolina, and serving Virginia, North Carolina, South Carolina, Tennessee, and Georgia through online and mobile channels and multiple locations.

Requirements

High school diploma or equivalent.
At least 3 years of public contact or sales experience.
Experience in an SSA position or 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 pertaining 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; basic and complex consumer account opening and maintenance; teller-window transaction processing; and wire transfers.
Sales and service skills and knowledge of bank products and services sufficient to identify and address customer and prospect needs, conduct sales and service discussions in person and by phone, and refer quality business.
Ability to stay informed about changes in policies and procedures related to retail and consumer lending products.
Excellent verbal and written communication skills, ability to resolve customer concerns positively, and strong attention to detail.
Successful completion of in-house or other approved or assigned training programs for new account functions within one year of accepting the position.
Ability to learn, demonstrate, and foster the HomeTrust corporate culture; take personal initiative; and serve as a positive example.
Ability to use bank policies and procedures to support operational efficiency and regulatory compliance.
Ability to work with limited or no direct supervision.
Organizational skills and aptitude for basic math.
Ability to think and act independently within bank policy guidelines and assigned authority.
Proficiency in Microsoft Office products.
Ability to meet the stated physical demands, including lifting up to 25 pounds and performing reaching, shifting, finger dexterity, grasping, feeling, repetitive motions, talking, and hearing.

Nice To Haves

Associate degree in a relevant field.

Responsibilities

Attract and retain customer relationships by providing in-person and telephone service, identifying customer needs, and suggesting 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 signatures and balances, and placing holds for uncollected funds.
Move to a lobby workstation as needed to speak with customers and open accounts.
Provide customer services including wire transfers; explain bank product and service features and benefits; gather information for basic and complex consumer account openings; and update or maintain 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 and offer 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 HELOC loans, IRAs, mortgage referrals, investment services, and treasury management services.
Maintain confidentiality and security of sensitive information.
Follow corporate policies and procedures and applicable federal and state regulations and laws, including requirements related to BSA, AML, CIP, OFAC, lending, consumer compliance, and fair lending.
Complete mandatory annual compliance training.
Perform other duties and special projects as assigned.