Customer Care Banker - Call Center; Talent Pipeline

Position: Customer Care Banker - Call Center (Talent Pipeline)
About the Organization
Point Bank has been an independent, locally-owned community bank serving Denton County, Texas since 1884 - over 135 years! Currently, we have nine branches conveniently located throughout Denton County. We, at Point Bank, would like to invite you to use our banking services, as well as consider joining our team of dedicated employees! Point Bank's mission is to make every customer feel like the only customer so they refer their family and friends.

To accomplish this, we provide a fun and professional environment where employees are challenged to be the best version of themselves.

Description

CUSTOMER CARE / ACTIVE TELLER REPRESENTATIVE

Promote, market, and facilitate the overall sale of products of the bank. Contribute to the bank's growth by the effective sale of bank services to new and existing customers with emphasis on courteous and professional service.

REPORTING RELATIONSHIP AND SCOPE

This position reports directly to the Customer Care Manager.

This position also reports to the Head Teller when assigned to the Teller Line.

This position reports indirectly to the EVP of Customer Experience.

FLSA STATUS

This position is classified as Non-Exempt under the FLSA.

OVERVIEW

This post is for future Customer Care Banker positions.

The purpose of this position is to:

• Provide support for Active/Live Teller.
• Answer incoming calls from customers and employees to assist with requests.
• Provide teller coverage at assigned branch(es) during peak times, as scheduled by Head Teller and Customer Care Manager. Will report to the Head Teller during these scheduled times.

• Provide prompt, efficient, and friendly service in processing customers' transactions.

• Provide support to all other bank employees, including assisting the Operations Department and assist with other Operational duties, as directed by the Customer Care Manager or the EVP of Customer Experience.

• Follow the established policies and procedures for this position, as directed by the manager.

ESSENTIAL JOB FUNCTIONS

• This position is the first point of contact for all Active/Live Teller contacts/requests. Teller responsibilities include, but are not limited to:
  • ITM transaction memo posting
  • Process commercial and consumer transactions (such as account deposits/withdrawals, cashing checks, loan payments, etc) following established policies, procedures and customer service standards, using computerized platform and teller programs.
  • Follow established policies and procedures (such as verifying all transaction elements for authenticity or fraud, placing holds, etc.), using computerized platform and teller programs when necessary, to ensure work is completed correctly and in compliance with regulations.
  • Responsible for processing proof, balancing coin machines and DYNA machines.

• • Responsible for sales, cross-sales and referrals of bank products and services, or any other sales or marketing campaigns or initiatives, to new and existing customers to meet individual and branch goals, and overall bank goals and objectives.

• Know procedures for and maintain compliance with banking regulations and reporting requirements (such as BSA, Reg CC, Privacy, CTRs, etc).
• Keep cash secure and maintain a high level of safety and security for the bank. Maintain proper levels of cash in cash drawer. Balance cash drawer daily. Order/sell cash as necessary. Scan and balance proof.
• Respond to customer questions or problems in a quick, courteous and friendly manner, taking advantage of any sales or referral opportunities.
• Know procedures for opening/closing branch.
• Know procedures for robbery/emergency response.
• Know procedures for researching and locating outages, thereby limiting violations of the Teller Outage Policy.
• Compliance with all company policies and procedures.

• Answer all incoming calls from customers and employees to provide assistance or transfer the call to the appropriate individual as needed.
• Responsible for assisting all callers in all facets of banking, including, but not limited to balance inquiries, review of loan or deposit account histories, inquiries about procedures, inquiries about products and services, verifying we have current contact information (address,…