RECEPTIONIST/CUSTOMER SERVICE REPRESENTATIVE

Bank Receptionist

Responsible for greeting customers with respect and courtesy. Direct them to appropriate area of the bank.

Education, Experience and Certification Requirements Minimum Qualifications:

• Strong commitment to providing exceptional customer service.
• Good interpersonal/team skills with ability to develop effective working relationships.
• High School diploma or equivalency.
• Ten key proficiency.
• Previous personal/computer experience.

Preferred:

• Previous multi-line phone handling experience.

Dimension of Job:

This position is responsible for extensive customer contact, including phone and in person contact. In addition to handling customer traffic, the receptionist will make recommendations of additional products and referrals to the customers as well as leads to the bank officer. The receptionist is also responsible for following banking regulations and procedures while maintaining protection of the bank's assets.

Position Specific Responsibilities, Duties and Competencies:

Note: Only minimum responsibilities are listed. Other responsibilities may be required as requested by management.

1. Personal and Phone Contacts:

• Answer and direct all incoming calls.
• Greet and direct all customers.
• Assist customers with general account information.
• Keep lobby waiting area neat and coffee, etc filled.
• Maintain employee break room, keeping supplies stocked and area neat.
• Keep brochures up to date and lobby and workroom supplies stocked, including maintenance of rate board.

2. New Account/Officer Support:

• Photocopy material and distribute as requested.
• Sort and distribute mail. Prepare mail for evening pickup.
• Assemble new account packets as needed.
• Typing and filing as requested.
• E-bank and telebank signups.
• Send "Thank you" notes for new accounts as defined by management; participate in customer service survey letter mailing.
• Assign pin numbers for ATM and Debit cards.
• Process changes of address and other customer requests.
• Responsible for maintenance of Christmas card list and other assigned customer service correspondence.
• Fill copier, FAX, and main floor printers on a daily basis.
• Primary responsibility for scanning of loan and deposit documents.

3. Sales/Public Relations:

• 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.
• Handles transaction quickly and professionally.
• Effectively handles customer questions and problems.
• Uses effective listening and observing skills to help identify and resolves customer needs.
• Spots sales opportunities and refers business consistently.
• Cross-sell other services whenever the opportunity arises.
• Keeps up to date on pricing and products.
• Relay customer comments and or complaints to the Operations Officer immediately.

For full description, which includes physical mental demands please see attachment.