Universal Banker-Customer Care Center - FT / Branch: Farnam

Security National Bank•Omaha, NE

About The Position

Established in 1964 in Omaha, Nebraska, our family-owned financial institution's vision is to be the best in class in meeting the evolving financial needs of our customers. Our extensive history and family-owned legacy give us a deep and genuine understanding of how to serve and treat our customers. We offer a holistic financial approach with solutions for personal, business and wealth in three markets: Iowa, Nebraska and Texas. As a community bank, we value long-term partnerships built on trust and integrity. As an employer, we take pride in building meaningful relationships and celebrating the unique differences that define each team member; it's what makes us a stronger unit. It's one of the many reasons why creating a strong culture of empowerment, support, and opportunity is an ongoing focus. This position is responsible for understanding a customer’s unique needs to provide product and service recommendations that enhance their financial well-being and foster long-term relationships. In addition, this role includes opening and maintaining customer accounts, providing transaction support, and ensuring document accuracy while adhering to regulatory and compliance policies. This position also

Requirements

Comprehensive knowledge and understanding of banking products and services.
Knowledge of banking compliance with federal and state regulations.
Proficient skills utilizing banking systems, including transaction processing, new accounts/loans and related programs.
Ability to identify customer needs and recommend appropriate products or services.
Ability to use bank resources to solve problems.
Skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Ability to consistently exemplify a positive and professional attitude toward customers (internal and external).
Skills in deescalating customer situations.
Effective communication (written and verbal) skills with the ability to communicate bank-related updates to branch team.
Strong customer service skills.
Advanced attention to detail and follow-through.
Ability to obtain Notary Public in applicable state if necessary.
Ability to maintain the highest level of ethics and integrity, ensuring the confidentiality and security of sensitive information.
Proficient knowledge of Microsoft Office software (Outlook, Word and Excel).
Ability to complete the required training by assigned due date.
Ability to maintain predictable and reliable attendance.
Minimum of a High School or equivalent degree required.
Minimum of 1 year of relevant banking or financial industry experience required.
Advanced cash handling experience required.

Responsibilities

Accurately processes transactions to include but not limited to demand deposit accounts, savings accounts, check cashing, cashier’s check, credit card payments, and loan payments as branch traffic and schedule demands.
Utilizes resources and tools to navigate client account portfolio(s) within the Bank software.
Understands debits and credits as related to transaction balancing.
Maintains required cash drawer limits and adheres to drawer security procedures.
Balances cash drawer according to procedures and maintains assigned balancing ratio, provides balancing assistance to CSRs, and reports all offages to Branch Management.
Adheres to branch security procedures and regulations.
Reviews all customer accounts for pop-up warnings.
Identifies potential fraud and suspicious activity and follows processes and procedures to prevent both customer and bank loss.
Assists branch and fellow team members and shares responsibility for daily tasks.
Adheres to quality control standards for all account openings and maintenance, promptly resolving any identified errors.
Opens, closes and maintains customer deposit and loan accounts accurately. Provides and summarizes applicable disclosures.
Adheres to Customer Identification Program (CIP) during account opening, maintenance of existing accounts, and loan application.
Documents customer’s financial needs allowing for complete picture of customer’s portfolio.
References and updates existing customer portfolio as needed.
Educates customers regarding lending options, accurately completes loan application, gathers additional documentation when needed while continually communicating with customers throughout the process.
Schedules and accurately completes loan closing utilizing the appropriate checklist.
Educates customers on benefits of online banking suite and assists with enrollment. Troubleshoots log in and navigation issues within the platform.
Responds to customer requests and resolves inquiries in a timely and professional manner in-person, over the telephone and email.
Adheres to the bank’s customer verification policies and procedures.
Maintains customer confidentiality and follows Information Security requirements.
Embraces the Bank’s mission, CORE values and cultural foundation by taking personal initiative and setting a positive example for others to emulate.
Maintains a working knowledge and understanding of fraud notifications and activity.
Maintains expertise by keeping current with updates to policies and procedures.
Identifies red flags to help detect potentially fraudulent activities.
Notarizes customer documents following bank and state requirements.
Answers incoming client calls and engages in active listening with callers, confirming or clarifying information and diffusing upset clients, as needed.
Successfully provides accurate solutions that meet or exceed client expectations.
Utilizes the banks software systems, such as, but not limited to: Navigator, Access Manager, Director, Express Client Service, Client Connect and the bank’s external facing website.
Utilizes the bank’s call center support tools, scripts, and knowledge base to quickly resolve issues and provide client solutions.
Uses knowledge of bank’s electronic client products, such as retail and business online and mobile banking, bill pay, and other ancillary products to guide client in use of product.
Makes sales or recommendations for products or services that may better suit client needs.
Follows the branch opening and closing procedures set by Branch Delivery.
Assists when needed in ensuring accuracy of advanced operational activities to include sending morning totals, ordering/preparing/selling cash, completing of Log of Logs, etc. in a timely manner.
Works with Branch Manager to review and perform tasks associated with completion of the branch monthly checklist.
Provides escalated operational support to the team, including but not limited to opening and closing the branch, de-escalating customer interactions, and promoting engagement of the team.
Promotes operational accountability to ensure soundness of branch operations, as evidenced by successful branch audit results.
Performs branch cash audits on a rotating basis and adheres to Surprise Cash Audit Procedures.
Provides transaction overrides following established processes.
Signs cashier checks, following Board approval, in accordance with the defined procedures.
Attends required Universal Banker meetings and communicates relevant procedure and regulation changes affecting branch operations to Branch Management and team.
Maintains a working knowledge and understanding of current marketing campaigns in relation to bank and branch goals.
Provides ongoing service with customers to build long-term relationships by following up on outstanding product and services enrollments, and documenting needs to assist in deposit and loan growth.
Identifies opportunities and connects with internal business partners to enhance customer financial portfolio.
Proactively manages overdrawn accounts and delinquent credits.
Collaborates with Consumer Credit regarding collection decisioning.
Updates past due status in account monitoring software in a timely and consistent manner and actively participates in weekly Past Due call.
Performs other duties as required and assigned