Individuals in the Financial Specialist II position will act in the capacity of a Customer Ambassador for the bank. The overall focus will be to provide customers with a high quality customer experience. You will educate customers about River Valley’s sales and service delivery options and refer the appropriate products and services matching the customer needs. You will also be responsible for processing transactions in an efficient, friendly, and accurate manner. You will be responsible for preparing and compiling customer information to open new accounts and complete file maintenance tasks accurately.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Essential duties and responsibilities include the following:
Customer Service: Engaging customers by keeping their best interest in mind and exceeding their expectations.
Expresses care for customers with a goal of growing their relationship with River Valley.
Proactively greets customers, establishing a foundation for a positive interaction.
Delivers service directly to customers within the confines of the coffee bar or fireplace seating area.
Asks open ended questions, listens sincerely, and makes sure the customer is satisfied at the conclusion of their transaction.
Customer Account Opening Responsibilities:
Follows systemic approach to deepening relationships with customers following a defined sales relationship process.
Prepare and compile customer information and application to open new accounts.
Create accurate CIF (Customer Information File) and CIP (Customer Information Profile) files for all customers.
Accurately prepares and submits file maintenance for existing accounts with proper documentation.
Attain and/or maintain appropriate document for accounts, i.e. Death Certificates, POA’s, POD’s, Funeral Trusts, Court Letters, Deposit Resolutions, and Trust Documents.
Is responsible for attaining bank and non-bank referrals, as well as established quarterly and yearly goals including but not limited to, new accounts, check cards, documentation accuracy, on-line, and electronic funds transfers.
Customer Relationship Sales:
With a good understanding of bank products/services and the customer’s current relationship, offers information on bank products and services that can benefit the customer and enhance their banking relationship. (Listens to the customer’s needs and matches those needs to the bank’s products and services resulting in quality referrals.)
Possess a sales mentality, understanding the need to hold oneself personally accountable to following sales behaviors and routines in an environment committed to building relationships and relationship selling (not an order taker).
Receives checks and cash for deposit, verifies amount, and examines checks for endorsements.
Accepts loan payments.
Cashes checks and pays out money after verification of signatures and customer balances.
Enters customers’ transactions into computer to record transactions, and issues computer generated receipts.
Orders working supply of cash, and counts incoming and outgoing cash.
Balances currency, coin, and checks in cash drawer at end of shift and compares totaled amounts with data displayed on computer screen.
Is responsible for processing transactions utilizing bank wide systems.
Follows, acknowledges, and adheres to all applicable policies, procedures, rules, and regulations.
Perform other related duties as required or assigned that are in the spirit of this job description and position as necessary for the Bank and the Department to function effectively.
May be responsible for vault and/or coin machine to include but not limited to balancing, operating equipment and verification of documents.
Removes deposits from, and counts and balances cash in deposits obtained through the night depository as required.
May be expected to fill in at other bank locations based on business/staffing requirements.
This job has no supervisory responsibilities.
High school diploma or general education degree (GED); associate degree preferred; and one to three years related experience and/or training; or equivalent combination of education and experience. Experience would include previous customer service and sales experience.
To perform this job successfully, an individual should have knowledge of Windows and Microsoft Office software (Outlook and Word) and proficient (ability to move and direct curser, tab, page down, etc.) keyboarding and ten-key skills. Previous experience in using electronic devices (computer, Smart Phone, I-Pad, Tablet, etc.) and mobile banking products preferred.
Certificates and Licenses:
No certifications needed
I.C.E. – Incredible Customer Experience
At River Valley our service philosophy focuses on delivering an “Incredible Customer Experience” by empowering smart, happy people who love to serve. Our employees commit to being available anytime, anywhere, doing it now, and doing it right. Providing customer service with a Concierge Attitude means we become personal assistants for our customers, delivering assistance in extraordinary and unexpected ways.
I.C.E. Standards are the rules of engagement for fulfilling the I.C.E. philosophy. They are stated here in the order of priority, e.g. being accurate trumps all.
Accurate – Provide error free interactions with attention to every detail.
Follow guidelines, policies and procedures.
Deliver a quality result that is proactive and correct.
Verify that all information provided is understood and applicable.
In the event of an error always make it right.
Accountable – An Obligation and willingness to accept responsibility for our actions.
Take ownership of the inquiry and confirm the resolution to all involved.
Recognize the sense of urgency in every situation and respond accordingly.
Maintain and share the knowledge needed to accomplish excellence in your role.
Designate a resource in your absence.
Accommodating – Remove obstacles and exceed expectations, making it easy to do business with us.
Be available and responsive.
Make sure the solution solves the problem.
Anticipate needs and proactively meet them.
It is the responsibility of each employee to assure that his or her work complies with all applicable federal and state laws and regulations. Employees should report all known or suspected compliance problems to the compliance officer or to their supervisor. Each employee will be required to complete assignments by a specific due date to assure that the employee’s duties and responsibilities are performed in a manner that results in compliance with the spirit and the letter of applicable laws and regulations. All employees at River Valley will be held accountable to perform their job with a high degree of ethics, to continually enforce our focus on conducting business with integrity.
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service: Individual demonstrates a positive and helpful attitude toward customers and understands their importance to River Valley, and how his or her job affects customers. Establishes and maintains good relationships through interactions or work completed; projects a positive and professional image. Provides incredible and consistent customer service to every customer, every day.
Communication Skills: Written – Individual writes clearly and concisely with little need for editing (includes spelling and grammar). Oral – Expresses self in speech as to be clearly and completely understood; adheres to RV Telephone Standards; supports a favorable environment for open communication; addresses concerns or problems in an open non-defensive manner; conveys self-confidence and knowledge of subject in speaking to customers. Listens – Is attentive and transmits correct information to appropriate people; accepts constructive feedback.
Sales: Individual has a good understanding of the Company’s products and services. Effectively matches customer’s need by referring and/or selling products and services to enhance the customers’ relationship consistent with River Valley’s Sales Culture.
Job Knowledge: Individual possesses and demonstrates the technical ability to perform required duties, is practical in applying knowledge to assignments, and maintains expertise by keeping current with new developments and procedures.
Attention to Detail: The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.
Ethics: The level of trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers.
General Physical Requirements:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Standing; particularly for sustained periods of time.
Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
Hearing: Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication, and make fine discriminations in sound.
Vision: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation or machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
The employee is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
The employee is not substantially exposed to adverse environmental conditions (such as in typical office of administrative work).
Some travel may be required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
River Valley is an EEO/AA Employer: M/F/Disabled Vet