POSITION PURPOSE

Responsible for performing a broad variety of financial services as needed at multiple locations including teller functions, (deposits, withdrawals, loan payments, cashiers’ checks, money orders, and cash advances), Customer Service functions (opening and closing accounts, renewing certificate accounts, and assisting customers with bookkeeping and checking account problems, answer customer questions regarding Bank services provided and performs a variety of account maintenance), and Customer Advocate functions ( courteously and promptly resolves customer questions or problems, assists customers with all telephone inquiries regarding bank accounts and bank services, completes appropriate documentation to complete customer transactions).

Cross sells services as required. Responsible for providing excellent customer service and maintaining strong professional relationships.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for the effective and professional performance of financial service functions.

• Presents and explains Bank services and products to clients and assists in meeting their financial needs including the following: opening, closing and maintaining all checking, savings, time deposits, IRA’s, safe deposit boxes and savings bonds
• Answers questions and solves problems for clients by listening to problems, collecting data, securing answers.
• Assists clients with disputes involving Bank online, Master Money, ATM services or deposit accounts.
• Tele-consulting
• Meets goals set on scorecard

Assumes responsibility for the efficient, effective, and accurate performance of Teller functions.

• Represents the Bank in a courteous and professional manner.
• Receives deposits in person or by mail.
• Receives loan payments in person or by mail. Properly computes interest.
• Processes cash advances, travelers’ checks, cashiers’ checks, money orders, government bonds, and similar transactions.
• Disburses cash or check withdrawals in person, by telephone, or by mail.
• Processes transfers.
• Opens and closes computer terminal accounts daily. Processes assigned cash and transactions and balances at end of day.
• Receives and processes payroll deduction starts, stops, and increases.
• Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
• Has no more than one proof error within a 30-day period
• Follows Teller procedures consistently

Assumes responsibility for the effective and professional performance of financial service functions in the Call Center. (Lubbock Division only)

• Assists customer with all inquiries involving checking, savings, certificates of deposit, IRA, loan, business, and trust accounts.
• Performs file maintenance and account changes as needed.
• Assist customers with Bank on Call, Bank online, and Debit/Tillie card services.
• Performs research needed to resolve customer account issues.
• Maintains files for each customer assisted.
• Researches and resolves problems with customer accounts.
• Meets goals set on scorecard
• Other duties include working with wire transfers, interest rate inquiries, safe deposit boxes, error resolution, deceased customers, lost or stolen account related items or information and forged or fraudulent activity, and teller services

Assumes responsibility for establishing and maintaining effective, professional business relations with customers.

• Ensures that customers' requests and questions are promptly resolved.
• Operates online teller terminal. Provides in person, by telephone, or by mail, information that customers may authorize concerning their account status.
• Receives and processes new customer accounts and changes to existing accounts.
• Receives and processes changes of name, addresses, and other account information as needed.
• Maintains privacy of customer account information.
• Ensures that the Bank's quality reputation is maintained and projected.

Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.

• Assists area personnel as required.
• Keeps supervisor informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends meetings and training classes that may be held on weekday, evenings, and/or Saturdays

Assumes responsibility for related duties as required or assigned.

• Actively and professionally cross sells Bank services.
• Performs related clerical duties as needed.
• Ensures that work area is clean, secure, and well maintained.
• Performs research and NSF duties as needed.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this job description amended at any time.

PERFORMANCE MEASUREMENTS

1. Teller functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
2. Cash is balanced and any discrepancies promptly resolved. A balancing record that meets established standards is maintained.
3. Good business relations exist with clients. Client problems and inquiries are courteously and promptly resolved.
4. Good working relationships and coordination exist with area personnel and with management. Assistance is provided to other Tellers and staff as needed. Supervisors are appropriately informed of area activities.
5. Required reports and records are accurate, complete, and timely.
6. Consistently strives to develop new client relationships as well as strengthen existing client relationships by identifying opportunities to sell Bank products and services.
7. The Bank’s professional reputation is maintained and conveyed.

QUALIFICATIONS

Education/Certification: High school graduate or equivalent.

Required Knowledge: Understanding of Bank operations preferred.

PROFICIENCIES: Mentor Program

All required training and webinars in 90-day plan

GS3 Program

Precision

Integrated Teller – Advanced functions (split, cash advance, CC, etc.)

CTR/MIL understanding

IVIEW

Product Knowledge

SCO

ATM Balancing

WITS/Wires – min. domestic

Risk Management Skill

Dual Control

Experience Required: At least one year of related experience/cash handling required.

Previous Teller experience preferred.

Skills/Abilities: Good communication skills.

Professional appearance, dress, and attitude.

Good math skills.

Good typing skills.

Ability to operate related computer applications and business equipment including adding machine, typewriter, copy machine, coin, and money counting machines, and telephone.

TRAVEL REQUIREMENTS: Regular travel to branch locations within the division (includes out of town travel)

Dependable transportation

Overnight or multiple night stays in some out-of-town locations.

Any mileage driven outside a 25-mile radius of associates home or designated base location will qualify for reimbursement in accordance with the Banks Mileage Allowance Policy.