Stockman Bank of Montana CUSTOMER SERVICE REPRESENTATIVE in Billings, Montana
Position General Responsibilities :
This position is the Office’s front line with regard to New Accounts and Customer Service. It requires extensive product knowledge to support frequent customer contact in the development of new business through the servicing of requests, calling on existing customers, identification and calling on potential customers, and representing the Bank in community activities.
Education, Experience and Certification Requirements
Note: Only minimum responsibilities are listed. Other responsibilities may be required as requested by management.
Strong commitment to providing exceptional customer service.
High School diploma or equivalency.
Ten key proficiency.
Previous computer experience.
Previous Bank Operations knowledge and skills.
1-2 years previous financial institution/customer service experience
Previous experience using ITI Teller Platform.
Position Specific Responsibilities, Duties and Competencies
Maintain an extensive knowledge of deposits, loan and on-deposit services offered by Stockman Bank by studying product information, bulletins, regulations and updates. Attend periodic training sessions and stay abreast of new procedures, marketing techniques, rules and regulations.
Sell multiple financial products and services to new and existing customers by assessing customer needs and determining which financial services can best satisfy those needs. Products include but are not limited to:
Transaction Accounts * Safe Deposit Boxes
IRA’s * Trusts
Savings Accounts * Direct Deposit Enrollment
ATM Cards * Wire Transfers
Spot sales opportunities and cross-sell other Bank services as they arise.
Refer potential clients to the Investment Center.
Resolve customer account problem(s) at the request of either the customer or employee.
Gather and verify data or information for reports, in response to problems or inquiries.
Correct, clarify or settle differences or discrepancies in accounts detected internally or brought to the Bank’s attention by customers.
Be aware of all new deposit account and closed account activity.
Observe and enforce all Bank policies and procedures.
Assist with answering incoming calls as necessary.
Monitor and direct lobby traffic.
Update deposit rates and lobby PC display.
Preparation of documentation for all deposit accounts.
Accept wires, transfers, stop payments, change of addresses; order checks, ATM and debit cards, balance checkbooks, etc.
Maintain temporary signature cards/W-8’s/W-9’s
Send “Thank you” notes for new accounts as defined by management or those identified directly.
Promote the improvement of Stockman Bank through quality customer service, promotion of products, professionalism in conduct and diligent work ethic.
Greet all customers pleasantly and make them feel welcome and comfortable.
Handle transactions quickly and professionally.
Effectively handle customer questions and problems.
Spot sales opportunities and refer business consistently.
Cross-sell other Bank services whenever the opportunity arises.
Keep up-to-date on pricing and products.
Relay customer comments and/or complaints to the Supervisor/Branch Manager.
- Federal Regulations:
- Maintain a working knowledge of Bank's written policies and procedures that apply to and concern this position’s area of responsibility, including general regulations such as the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and various other Federal and State regulations as they apply.
For the full description, which includes physical and mental demands, please see attachment.