Operations Analyst

New Accounts Representative

Reporting to the Branch Service Manager, the New Accounts Representative is responsible for processing a variety of new accounts for customers including checking, IRA, CD, and others. Collects required information from new account customers and completes account set up process including data input, verifying references, and documentation. Processing account changes/supersedes and assists with daily audit certifications (ICRP) responsibilities. New Accounts Representative provides information and answers questions regarding interest rates, fees, and bank policies. May complete process to transfer accounts for customers. Duties also include responding to customer inquiries and requests, resolves complex customer issues, operates a cash drawer daily, processes various types of transactions and comply with all bank policies and procedures including service, attendance and teller standards. Additionally, New Accounts Representative makes appropriate referrals to cross-sell a variety of bank services. Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Principal duties and responsibilities include assisting consumer and business customers in their selection of various accounts, products, and financial services available from the Bank; ensuring cross-sell opportunities are presented by applying professional sales techniques. Interview customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation. Makes decisions regarding the opening of new accounts; assigns account numbers; completes forms requiring customer signature(s); checks credit history; accepts initial deposits; prepares all documents and items pertaining to checking accounts, savings accounts, and certificates of deposit for processing. Accurately processes all teller transactions which includes over the counter, night drop, courier and mail. Operates computer terminal to process account activity, determine balances, and resolve problems within given authority. Provides leadership and guidance to BSR staff. Communicates training or service concerns to Branch Service Manager. Assist management with daily reports and the preparation of daily, weekly and monthly reporting as assigned. Support branch audit certifications (ICRP) processes as duties are assigned. Complies with bank operations and security procedures and participates in all dual-control functions. Safety and security is always a priority. Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues. Records, files, scans, updates information and sorts of mail or reports as required. Gathers data and process various reports and callbacks. Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations. Effective organizational and time management skills. Ability to work with general supervision while performing duties. Customer inquiries and requests, resolve customer issues, operate a teller drawer daily, process various types of transactions and comply with all bank policies and procedures including service, attendance, and teller standards. Other duties as assigned by Supervisor.

Position specifications include an Associates Degree in Business or equivalent experience. Experience of 3 or more years of new accounts experience; or the equivalent combination of education and experience. Work related experience should consist of a financial institution operations, sales, or customer service background. Broad knowledge in new account documentations (i.e., Fiduciary, Corporations etc.) Intermediate experience, knowledge and training in branch operation activities, terminology and products and services relating to retail and commercial account customers. Broad knowledge of related state and federal banking compliance regulations, and other Bank operational policies. Intermediate skills in computer terminal and personal computer operation; mainframe computer system; and word processing, spreadsheet, and account opening software programs. Intermediate typing skills to meet production needs of the position. Broad knowledge of general office practices. Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; count currency, coin, and negotiable instruments in a timely manner. Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.