Assistant Branch Retail Manager

Customer Care Associate

Job Responsibilities: To perform this job successfully, an individual must be able to satisfactorily perform each of the essential duties/responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties/responsibilities of this job.

$1000.00 retention bonus!

Customer Care Associate (CCA) Duties

1. Serve customers at a window or desk and process a variety of over-the-counter, telephone or mailed transactions, including, but not limited to: personal and commercial deposits; night drop deposits; change orders; check cashing; savings withdrawals; account transfers; sale of money orders, cashier's checks and prepaid cards; loan payments. Perform transactions based on multiple factors, including the customer's relationship and history with the bank, established policy and procedure, and applicable laws and regulations. Refer questionable or suspicious transactions, deposits that may require a hold, or any transactions exceeding limits, to the Branch Retail Manager or Market President for review.
2. Ensure established dual control procedures are followed and all required documentation is accurate and complete. Follow all internal policies and procedures, and all pertinent laws and regulations, including but not limited to: Bank Secrecy Act (CTRs/SARs/OFAC); Customer Identification Program (CIP); Regulation CC (Funds Availability); Regulation DD (Truth-in-Savings) and Regulation E (Electronic Funds Transfers).
3. Balance individual cash drawer daily. Maintain authorized cash level through the sale or purchase of cash from the vault or Electronic Cash Recycler (ECR). Report, investigate and correct all balancing errors and process over/short tickets on day of error. Scan daily work through branch capture machine to encode, balance and correct transactions. Mail deposit corrections to customer as appropriate.
4. Balance vault cash daily in dual control; balance branch cash daily (individual, vault, coin machine, ATM and ECR). Ensure corrections are made appropriately and timely. Order/sell cash or coin through Federal Reserve, maintaining dual control cash verification; coordinate armored car transportation.
5. Provide miscellaneous customer services such as: wire transfers, stop payments, check orders, address changes, notary acknowledgments, debit card (Reg E) disputes, credit card cash advances and foreign currency exchange. Provide customer entrance to safe deposit boxes. Refer merchant credit card processing requests and individual/business credit card applicants to designated third party.
6. Close out accounts as requested by customers: determine balances, account for outstanding transactions and service charges, forward closed account form to appropriate department. Redeem certificates of deposit, following regulation and procedures regarding rates, determination of maturity value and calculation of early withdrawal penalties. Refer dissatisfied customers to Retail Manager or Market President in order to further customer retention.
7. Answer incoming phone calls before the third ring, take messages or transfer to appropriate department or person. Resolve customer inquiries or complaints as they pertain to Customer Care Associate function or direct customers to appropriate departments for assistance. Complete customer complaint log if required.
8. Perform other duties as may be assigned from time to time, which may include, but are not limited to: fill and balance ATM under dual control; perform and document file maintenance review; follow dormant account procedures; assist with safe deposit audit; open and distribute incoming mail; fill teller supplies, file miscellaneous documents; pull daily reports.
9. Follow the fundamentals of the Customer Acquisition and Relationship Enhancement (CARE) program in the presentation, recommendation and sale of bank products and services. Determine customer's financial needs through open-ended questions and recommend or refer banking services that best satisfy those needs. Maintain knowledge of the bank's products and services. Promote and cross-sell available banking services to existing and prospective customers, maximizing business potential of each customer. Project a professional image at all times. Meet CARE cross-sales goals and standards. Refer new business to the bank.
10. Accept, review, and approve or reject applications for new accounts representing: personal checking accounts; estate, trust, non-profit, corporate, partnership and sole proprietorship accounts; savings accounts; certificates of deposit. Obtain Customer Identification Program (CIP) documentation and process OFAC checks as required. Complete and document State of Montana online checks on business entities. Send Adverse Action Notice to rejected applicants. Refer large balance customers to Retail Manager for consideration of internal sweeps and CDARs/ICS products.
11. Open approved new accounts with appropriate, accurate documentation and disclosures, providing a professional explanation to the customer and obtaining electronic or physical signatures as required. Complete new account input in Navigator. Print instant issue debit cards or order debit/ATM cards, set up direct deposit and automatic transfer plans, order checks and endorsement stamps. Send thank you note. Schedule and conduct follow up CARE contacts; accurately track cross-sales.
12. Demonstrate, support and assist customers in signing up for online banking, bill payment, mobile banking, mobile deposit, online account opening and other online services. Participate in customer calling program utilizing a branch iPad to assist prospective customer with consumer online account application process.
13. Perform other duties as required.

Supervisory and Management Duties

Additional Responsibilities for Assistant Branch Retail Manager: In addition to the above duties, in support of and under the direction and approval of the Branch Retail Manager and/or Market President, the Assistant Branch Retail Manager must be able to satisfactorily perform the following additional duties as requested. Some or all of the responsibilities may be assigned and may vary according to the needs of the branch as assessed by the Branch Retail Manager and/or the Market President.

1. Supervise, on a day-to-day basis and as directed, some or all of the retail functions listed above to ensure efficient operations and excellent service to customers. Ensure consistent procedures and guidelines are followed by staff. Promptly communicate issues and concerns to the Branch Retail Manager, Market President and Human Resources, as appropriate. Participate, as requested, in interviewing, hiring, appraising and disciplining subordinate employees.
2. Provide direct management of branch retail staff and branch retail functions in the absence of the Branch Retail Manager.
3. Assist with the training, motivation and development of branch retail staff. Assist with conducting staff meetings to cover policies and procedures, product knowledge and customer relations.
4. Assist the Retail Branch Manager with ensuing the system integrity and document accuracy of all transactions performed by CCA and Teller staff within the teller system and new accounts platform (BPM). Ensure daily independent review of system generated file maintenance reports. Monitor the types and frequencies of errors to identify possible causes and make recommendations to the Branch Retail Manager.
5. Ensure high standards for teller balancing are met, both personally and by retail staff. Immediately report all offages of $100 or more immediately to the Branch Retail Manager and follow procedures for identifying, correcting, documenting and reporting the offages. Oversee strict adherence to cash, dual and other internal controls by retail staff.
6. Oversee scanning of branch work on a daily basis ensuring all batches are balanced and accurate.
7. Perform, or oversee the performance of, vault teller duties as required, including verification of Federal Reserve cash shipments in dual control.
8. Resolve customer complaints and inquires in a timely and effective manner. Communicate resolution to Branch Retail Manager or seek guidance on further action required to resolve. Complete customer complaint log as required.
9. According to approved limits and following all established procedures and controls, approve checks for cashing and deposit, sign cashier's checks, approve/decline customer requests for debit card limit increases and mobile deposit limits, and approve customer wire transfer requests.
10. Assist with management of the CARE program to ensure CARE standards are being met. Maintain accuracy of CARE tracking spreadsheet and assist with CCA certification process. Provide feedback on CCA performance to Retail Branch Manager.
11. As directed, conduct and document scheduled and surprise cash counts of CCA/Teller cash, vault, ATM and electronic cash recycler. Assist with completion of branch internal controls procedures and maintenance of branch internal controls binder.
12. Assist with efforts to ensure compliance with retail-related regulations including, but not limited to, Bank Secrecy Act, Reg E, and Reg CC. Ensure prompt and careful review of Currency Transaction Reports (CTRs) for accuracy in the FCRM anti-money laundering system.

Principal Accountabilities

1. Contribute to the customer satisfaction and continued growth of the bank by selling the bank's financial services and cross-selling services within the policies, objectives and guidelines established by the Bank and answering the telephone and assisting customers with inquiries regarding their accounts.
2. Contribute to customer satisfaction and efficient operation of the Customer Care Associate function through courteous, confidential and accurate processing of customer transactions.
3. Contribute to the efficient operation of the Customer Care Associate function by accurately maintaining and controlling cash on hand, enabling prompt balancing at the close of business day.
4. Contribute to customer satisfaction and continued growth of the bank by maintaining awareness of information concerning available bank services for the purpose of cross selling.
5. At the direction of the Retail Branch Manager and/or Market President,