Service Criteria

All individuals holding positions within Franklin Savings Bank are responsible for conducting themselves in a manner consistent with FSBs Pledge of Excellence. The Pledge of Excellence describes standards of conduct that will be consistently demonstrated with customers and coworkers. These include Accuracy, Quality Service, Professionalism, Confidentiality, Teamwork, Respect, Timeliness, Innovation, Communications, and Enjoying the Journey. All employees are expected to be familiar with the descriptions of these standards and to understand the importance of consistently demonstrating them while performing their duties.

Purpose

Following the banks Mission and Vision, the goal of this position is to provide efficient, accurate and professional service to new and existing customers. Service will be provided with a consistent level of quality service, recognizing the need to retain and expand our customer relationships.

This position is accountable to the Branch Manager.

Duties and Responsibilities

• Adhere to all operational controls, including legal, corporate, and regulatory policies and procedures to ensure the safety and security of customer and bank assets.
• Drive efforts in the branch to identify and implement a positive overall customer experience which will build customer loyalty and add value.
• Present a positive, friendly and professional image to customers and fellow employees.
• Identify sales opportunities and make referrals which support the sales efforts of the bank.
• Satisfactorily complete required compliance training and comply with all regulations which apply within the scope of the position.
• Receive checks and cash for deposits, verify amounts, examine checks and cash for validity, ensure all transactional documents are properly endorsed and/or signed.
• Properly identify customers to protect both the customer and the bank from loss.
• Determine proper funds availability based on regulatory requirements and complete hold notices as needed.
• Use all sales tools, including profiling customers needs through the use of various technologies to ensure a consistent and valued customer experience.
• Responsible and accountable for maintaining an awareness of the features and benefits of the banks products and services. Must be able to effectively explain features and benefits.
• Promote and explain other services such as consumer loans, IRAs, certificates of deposit, safe deposit boxes, investment services, etc., while complying with disclosure requirements, regulations and consumer privacy policies.
• Refer customers to the proper individual or department for services that cannot be resolved at the front line.
• Deepen customer relationships by effectively cross-selling bank products and services.
• Resolve account service issues and respond to customer inquiries promptly and efficiently.
• Responsible for buying and selling cash from the vault, ensuring cash drawer limits are not exceeded and cash drawer is locked whenever the personal banker is not in close proximity.
• Responsible for balancing cash drawer daily, adhering to retail balancing guidelines.
• Maintain currency logs and customer relationship management systems with appropriate information.
• Ensure work station and customer supply areas are well stocked and clean.
• Provide for the proper security of non-public personal information (NPPI).
• Promote team efforts in all areas.
• Perform customer transactions including but not limited to the following:
  • Process deposits and withdrawals.
  • Accept loan payments.
  • Count and roll loose coin.
  • Issue bank checks and money orders.
  • Cash checks.
  • Perform credit card cash advances.
  • Process night and mail deposits.
  • Assist with ATM balancing and coin machine servicing.

*Note: The duties outlined are representative only and are not int nded to include all possible assignments to this position or position classification. Additional duties may be assigned.