| Job Description: |
Overview:
The primary functions of the Teller are to be a customer experience champion, a service and sales facilitator as well as a consumer banking transaction expert.
SALES EXPECTATIONS
- Convert service interactions to sales referrals and achieve prescribed referral goal
- Prioritize and deploy daily, the most efficient high impact activities to generate referral outcomes
- Fully leverage available sales tools, prescribed in-branch routines and best practices to drive referral activity
SERVICE EXPECTATIONS
- Facilitate customer transactions in an accurate and timely fashion
- Provide a consistent and exceptional customer experience that helps contribute to the attainment of branch customer satisfaction and loyalty targets (Drive for “5”)
- Demonstrate exceptional customer service behaviors to create advocacy and earn the right to expand relationships
- Do what’s best for the customer by referring to branch team members and cross-functional business partners as appropriate
- Take personal ownership for the resolution of customer service issues
PEOPLE EXPECTATIONS
- Be a positive and effective team player by helping others on the team achieve success
- Proactively seek coaching to development service and sales skills and identify and share ways coaching would be most beneficial to you
ADMINISTRATIVE/OPERATIONAL EXPECTATIONS
- Maintain adequate control over cash and maintain cash differences within prescribed bank policy
- Maintain operational proficiency in performing client transaction/service
- Maintain operational proficiencies while conducting back office compliance and security procedures
- Stay informed and be clear in understanding operational changes, as they occur
- Must adhere to pertinent laws, regulations, First Niagara’s Compliance Policy and external compliance requirements
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