Lead Client Service Representative - Branch: Cass

Community Bank Teller

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.

**REQUIRED WORK SCHEDULE: Monday - Friday from 8:30am - 5:45pm and every other Saturday morning**

JOB SUMMARY

This position is responsible for ensuring branch compliance with branch operational policies and procedures to include branch balancing and maintaining cash limits, ensuring preparedness for annual branch operations audit, providing guidance in fraud situations, and adhering to branch security protocols. This role encourages a positive work environment and promotes teamwork by taking the lead in demonstrating excellent customer service. As a primary client contact and a resource to others, individuals are expected to maintain advanced product knowledge and identify need-based opportunities to refer clients to bank colleagues.

ESSENTIAL FUNCTIONS

Branch Operations (30%)

• Ensures accuracy of advanced operational activities to include sending morning totals, ordering/preparing/selling cash, completing of Log of Logs, etc.
• Works with Branch Manager to review and perform tasks associated with completion of branch monthly checklist, end of month checklist, etc.
• 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.
• Under the direction and guidance of the Branch Management, provides support to the CSR Step Progression process.
• Provides transaction overrides following established processes.
• Signs cashier checks, following Board approval, in accordance with the defined process.
• Ensures all vault and teller drawer limits are being adhered to in accordance with established guidelines.

Provide Customer Interactions & Service (20%)

• Consistently provides the highest level of professional service by following Branch Delivery customer service guidelines.
• Assists customers with inquiries in-person and over the telephone in a professional manner.
• Accurately answers general customer inquiries regarding transactions.
• Provides a seamless transition to banker in person or over the phone for more complex transactions.
• Evaluates customer concern(s) to identify appropriate action.

• Embraces the Bank's mission, CORE values and cultural foundation by taking personal initiative and setting a positive example for others to emulate.

Accurately Process Customer Transactions (20%)

• 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 other 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 by achieving goals and sharing responsibility of daily tasks.
• Follows the branch opening and closing procedures set by Branch Delivery.

• Facilitates customer awareness and education of bank services, including digital banking platform.

Leadership (15%)

• Under the direction and guidance of the Branch Manager, observes customer service interactions on the teller line and provides constructive and positive feedback to team members when appropriate.
• Exhibits leadership as an individual contributor by supporting the team and company through sharing of knowledge, leading by example, setting high standards for self and team, being accountable, demonstrating open communication, acknowledging and supporting other's efforts, and providing feedback to team members when appropriate.
• Recognizes branch staff members for positive performance and shares details with the Branch Manager.
• Provides observations to the Branch Manager on the work performance of the branch CSR staff members.

Branch Communication (10%)

• Attends required Lead meetings and communicates relevant procedure and regulation changes affecting branch operations to Branch Management and team.

Product Knowledge and Services (5%)

• Understands and promotes the Banks products and services.
• Asks questions to understand clients' financial needs and refers to proper team members.
• Acts as a resource to other CSRs on Bank products and services, and processing transactions.
• Trains new CSRs as needed.
• Identifies and contributes ideas for branch-related procedure enhancements.

Performs other duties as required and assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong bank-related product and service knowledge and be able to identify referral opportunities.
• Working knowledge of Branch Delivery policies and procedure.
• Ability to lead team members to adhere to Branch Delivery policies and procedures.
• Effectively communicates verbally and in writing at a professional level to internal and external customers.
• Skills using a computer system, including Microsoft Outlook, Word and Excel.
• Strong communication skills to participate and present in training and meetings.
• Ability to balance debits and credits.
• Ability to provide personalized customer interaction confidently.
• Ability to educate customers on features and benefits of products and services in order to meet the customer's financial needs.
• Ability to calmly handle high stress situations and maintain a positive level of energy.
• Ability to maintain customer confidence, act with integrity and protect the bank operations by keeping information confidential.
• Ability to work in a team environment while interacting in a positive and respectful manner with co-workers and management.
• Skills in elevated decision making as well as expertise in policy and procedure.
• Ability to attend meetings as required and the ability to effectively communicate the information.
• Ability to maintain predictable and reliable attendance and meet scheduling requirements.
• Ability to complete required training by assigned due date.

EDUCATION*

• Minimum of a High School diploma or equivalent required.

EXPERIENCE*

• Minimum of 2 years of teller or banker experience required.

*Equivalent education and experience will be considered

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to stand; use hands to type, handle cash and office-related objects; reach with hands and arms; and talk and hear. The employee frequently is required to walk. The employee is occasionally required to stoop or kneel. Occasionally required to lift bags of coin weighing up to 52 lbs. with assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

WORKING CONDITIONS

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Employees are occasionally required to work outside for brief periods of time in heat/cold