Retail Services Specialist

Function: Operates a customer service window to provide customers with quality service on a variety of transactions, and either provides technical direction and training for other customer service representatives.

Duties and Responsibilities:

• Proves competencies in bank operations by:

  • Completion of the New to S&T RSS Job Family Plan as scheduled by Retail Training in conjunction with Retail Operations.

  • Shows accuracy and balancing skills by maintaining a balancing rate of 85% in accordance with Retail Policies and Procedure manual.

• Demonstrates knowledge of Consumer Bank Customer Service Expectation & offer each customer exceptional customer service as outlined by Branch Management.

  • Uses a combination of Customer Service Information Inquiry Computer Systems, Service and Trust skills, product knowledge, and knowledge of S&T policies and procedures to successfully operate a customer service window in an efficient and accurate manner, providing exceptional customer service on a variety of transactions:

  • Utilizing Computer Systems to properly identify customers, verify authenticity of the requested transaction, and complete required steps to protect the customer and the bank from fraud (including, but not limited to; verifying balances, placing holds, and documenting proper identification).

  • Accepting checks or coupons for cashing, identifying customers, verifying endorsements and balances, and/or referring customers to branch management for authorization.

  • Processing deposits and withdrawals and performing related duties.

  • Providing additional customer services, which may include bank money orders, and other services.

  • Accepting various loan payments or other types of payments.

  • Balancing cash window daily.

  • Ensures completion of ATM balancing & settlements daily.

  • Ensures completion of Vault balancing daily.

  • Having satisfactory OARaudit.

• Works directly with and supports staff with Retail Services Supervisor.

• Maintains a positive relationship with bank customers and seeks to contribute to Branch Sales/Service Plan as detailed by Branch Management.

  • Utilize the Sales & Service Opportunity tool to personally be aware of customer(s) who you introduced to a banker

• Promotes the bank's services, answers questions regarding banking matters, and directs customers to other departments for specialized services. Identifies customer needs for other services to expand the business relationship and develops new customers to increase market share and improve profitability.

• Provides services including processing night deposits, mail deposits, and safe deposit admittance as needed.

• Performs duties in support of branch operations, such as monthly reports, reconcilements, and logs.

  • Use resources provided to keep the branch and business lines, including Wealth Management, Mortgage, and Business Banking balanced and in compliance.

• Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

• Attends and successfully completes training on Customer Service Information Inquiry Computer Systems, , regulatory and product knowledge etc. as needed.

• Performs additional duties as required.

Physical Demands:

Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18"-20" for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Education

Requires a high school diploma or equivalent, plus specialized training or a two-year degree.

Experience

Two to five years general and specialized experience, specifically having the knowledge to prepare balance reports. Successful completion of the retail training program required

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range: