Personal Teller Associate

OVERVIEW:

Provide quality customer service to BankNewport customers with our Personal Teller Machines and electronic correspondence. Provide BankNewport customers with service excellence through customer resolution and customer follow-up while proactively building customer relationships through sales, cross selling and referrals.  

PRIMARY ACCOUNTABILITIES/RESPONSIBILITIES:

Performs additional functions necessary, within scope of authority, to provide the highest level of service and responsiveness to customers.

1. Assist clients over an Personal Video Teller Machine with account transactions and general account maintenance, as well as promote BankNewport products and services
2. Build relationships with internal and external customers through exceptional problem solving, ownership, and follow through.
3. Utilize all available technology and software application to maximize service accuracy and efficiency.
4. Communicate and coordinate with internal departments as needed.
5. Perform a variety of Digital processing activities: e.g., setup, maintenance, closure, and cancellations. Generate regular reports for eBanking.
6. Maintain a strong knowledge of all Digital services and programs. Maintain general hardware and software knowledge of Windows and Macintosh computers, smart phones, and tablets.  Maintain knowledge of the following applications: all internet browsers such as Internet Explorer, Mozilla/Firefox, Safari, Chrome and any new ones that develop, Mobile Devices (tablets and smart phones) using Apple, Android, Windows and any new technologies, MSOffice, and financial software/apps such as Quicken, QuickBooks and Mint.
7. Serves as the subject matter expert on BankNewport products and services.
8. Consistently to meets service quality standards, sales, and services to increase customer relationships, satisfaction, and retention.
9. Act as liaison with internal and external business partners to facilitate issue resolution.
10. Accept cash and checks for deposit, cash checks and savings withdrawals within designated limit, and escalate to others when applicable.
11. Verify endorsements as required by teller operational policies.
12. Report suspicious activity through proper channels.
13. Provide high level of quality customer service according to PTM service guidelines.
14. Adheres to all regulatory, compliance, and internal policies and procedures.
15. Back up the front desk receptionist/switchboard operator when needed.
16. Support all digital messages through CRM, Intouch, Contact Center Mailbox and iBanking messages etc.
17. Support the Contact Center call volume as needed.
18. Participate in Contact Center and BankNewport events and community involvement efforts.

OTHER ACCOUNTABILITIES / RESPONSIBILITIES

1. Performs related and unrelated duties as may be required.

POSITION REQUIREMENTS

College degree is preferred or high school diploma with equivalent experience.  At least 2 years of customer service experience in a goal or incentive-based environment.  Knowledge of or usage of electronic banking services, PTM’s and Chat. Strong organizational, communication, and problem solving skills.  Must be detail oriented, analytical and able to multitask in a fast paced and ever changing environment to keep up with technology.  General knowledge of Mobile Devices (tablets and smart phones) using Apple, Android, etc.. PC and Macintosh hardware, operating systems, Internet Explorer, Mozilla/Firefox, Safari, Chrome and MSOffice. 

SUPERVISORY SCOPE

None

INDEPENDENT ACTION

Performs work independently within scope of established guidelines and practices.  Forwards any and all major problems to the Call Center Manager where additional expertise and clarification of policies and procedures are needed. 

BankNewport has a sales oriented culture to which all employees must adhere.  It is expected that both internal and external customers be treated with competence, courtesy and concern.  We must strive, as employees, to discover our customers’ needs and to determine and decide which product or service best meets those needs.  Following a discussion, a solution should be developed to meet or exceed the customer’s expectations.