Division: GrandSouth Department: Retail Branch

Job Title: Float Client Services Representative Reports to: Client Services Supervisor

Position Type: Hourly FLSA Status: Non Exempt

Deliver an exceptional customer experience while performing accurate account transactions. Responsible for accurate and efficient teller work, as well as a balanced cash drawer and adherence to security and compliance controls. Act as a valuable member of the retail branch sales and service team by identifying and resolving customer servicing issues, uncovering financial needs, and communicating solutions that will meet the customer’s financial goals. Ability to travel from branch-to-branch across the upstate of SC and surrounding areas as needed. Schedule will vary due to branch needs. Work locations may include, but are not limited to Greenville, Greer, Anderson, and Fountain Inn.

Qualified candidates must have a valid driver’s license and reliable transportation.

GENERAL DUTIES

• Contribute to a customer-focused environment by acting as the customer’s first-contact in the retail branch, greeting each customer with a positive, courteous, confident, and professional manner.
• Actively listen to customers. Communicate the customer’s value by maintaining a friendly, positive, and professional attitude.
• Go beyond customer expectations. Strive to make each customer interaction the best of customer experiences.
• Accept and process a complete range of financial transactions in a thorough, timely, and accurate manner, as well as respond to the customer’s inquiries, needs, or concerns.
• Understand the necessity and value of accuracy and attention to detail, while balancing daily.
• Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds. Examine checks for endorsements and to verify other information, such as dates, bank names, identification of the persons receiving payments, and the legality of the documents.
• Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips. Count currency, coins, and checks received, by hand or using currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank.
• Enter customers' transactions into computers to record transactions and issue computer-generated receipts.
• Process transactions, such as night deposits, mail deposits, mortgage and loan payments, foreign currency exchange, cashier’s checks, and gift cards.
• Receive and count and adhere to limits concerning daily inventories of cash, drafts, and secured items.
• Balance currency, coin, and checks in cash drawers at ends of shifts and calculate daily transactions, using computers, calculators, or adding machines. Identify transaction mistakes when debits and credits do not balance.
• Resolve problems or discrepancies concerning customers' accounts.
• Responsible for maintaining security and compliance controls to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations. Adhere to all operational, security, risk and regulatory policies and procedures.
• Continually assess the degree of risk and demonstrate sound judgement in order to reduce uncertainty, manage risk, and improve quality (such as placing account holds, issuing credit, properly identifying customers).
• Safeguard all branch and customer assets and transactions by ensuring that operations are conducted in secure manners that protect the privacy and integrity and meet compliance.
• Participate in records maintenance activities and audits in accordance to bank policies and regulatory requirements in order to manage operational risks and identify areas of improvement.
• Act as controller of the vault or assigned secured assets, such as cashier’s checks, as needed or as a back-up to Vault Teller.
• Occasional need to diffuse customer grievances and present corrective actions to salvage a damaged customer relationship. Determine the root cause by quickly synthesizing information from a variety of sources and cross-collaborating across functional teams.
• Take ownership of customer issues, when possible. Provide answers and assistance for client questions/concerns, utilizing resources within the branch.
• Act as a liaison between the customer and the Personal Banking team, improving customer financial wellbeing and creating loyalty, while expanding relationships.
• Accurately identify customer needs through meaningful conversations and promote financial ideas and bank solutions.
• Make referrals to branch staff and facilitate customer meetings.
• Follow-up with staff and customer to ensure customer financial needs and satisfaction were met.
• Meet or exceed sales goals.
• Review sales and service performance against plan and implement improvement strategies.
• Participate in promotional campaigns and product initiatives in support of branch objectives.
• Participate in ongoing professional / educational development opportunities in order to stay current on bank processes, procedures, technology, products, and initiatives.
• Actively participate in weekly staff meetings and strategic planning in support of branch sales and service goals.
• Works well with all members of the team
• Other duties as assigned by management

WORK EXPERIENCE REQUIREMENTS

• Minimum 1-2 years’ customer service experience is required and cash handling experience preferred
• Qualified candidates must have a valid driver’s license and reliable transportation.
• Proficient computer, keyboarding, and adding machine skills.
• Ability to make personal connections, engage customers and always be courteous and professional.
• Ability to recognize cross-selling opportunities.
• Excellent listening, verbal, and written communication skills and the ability to interact professionally in a collaborative environment with a diverse group of internal and external contacts. Strong presentation skills.
• Ability to prioritize and handle multiple assignments concurrently; proven ability to operate successfully in a demanding environment; demonstrable track record of high performance.
• High attention to detail.
• Ability to learn products, services and procedures of the retail banking operations, financial industry, and market competition quickly and accurately to meet policy and regulatory requirements.
• Ability to comprehend and adhere to operational controls, including compliance to all required policies and all Federal and State banking regulations, including compliance to the Bank Secrecy Act/Anti Money Laundering (BSA/AML) and Office of Foreign Asset Control (OFAC) and USA PATRIOT Act programs.

EDUCATION REQUIREMENTS

• High school diploma or equivalent.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily involves work of a general office nature; typically includes extended periods of sitting and/or operation of standard office equipment.
• Position is sedentary in nature with extended periods of sitting.
• The person in this position frequently communicates by phone, email, or in-person. Must be able to exchange accurate information in these situations, speak clearly, and read and understand information and ideas presented orally and in writing.
• Frequent use of repetitive hand and finger dexterity needed to operate a computer keyboard, mouse, copier, and office equipment.
• Must occasionally exert in excess of 20 pounds of force to lift and/or move objects.