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Customer Service Representative / back-up Teller

Employer
Merchants Bank
Location
Rochester, Minnesota
Salary
$19-$21/hour

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Job Details

Customer Service Representative / back-up Teller
This is a full-time position.

 

Merchants Bank, Rochester (55th Street NW), is seeking a Customer Service Representative / backup Teller.  This position may have the opportunity to learn consumer lending in the future.  Duties include providing excellent customer service and building relationships with our customers.  Job duties include assessing customer needs, opening accounts, maintaining account information, and being a back-up to the Teller area.  Must be comfortable with extensive customer contact and have sales experience. 

Job Summary

Proactively provides assistance to customers in determining products and services which best meet their needs.  Is fully knowledgeable of all bank deposit and consumer loan products and services. Assist customers in product selections by profiling, presenting features and benefits, and asking for the sale.  Will plan and carry out outreach programs to acquire new customers.  Represents the Bank in a manner that maintains and expands business relationships, enhances the Bank’s image and contributes to growth. 

This role will also be back-up to the Teller area as needed.  The Teller role is considered one of our most critical front-line customer contact positions, as our customers have direct contact with tellers for 85% of all their banking transactions.  Tellers are responsible for all cash-related transactions, in addition to transactions involving paper documents. 

 

Please apply in person at Merchants Bank, Rochester (3586 55th Street NW), online at www.merchantsbank.com/about/careers, or e-mail NLMessenger@merchantsbank.com with a cover letter and resume or to request an application.  Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

 

 

 

Customer Service Representative Job Functions:
 Must be able to assess the needs of the customer and determine how to best meet the customers’ needs when opening new checking, savings, CDs, and IRA accounts, as well as account services and consumer loans.
 Refer customers to other retail divisions, i.e. loan, mortgage, investment, etc.
 Perform all new account functions.
 Complete all necessary forms to ensure accurate opening and closing of accounts. Comply with all policies and procedures.
 Obtain necessary information to determine creditworthiness in making sound credit financial decisions.
 Complete follow-through procedures on new accounts and loan transactions.
 Respond to all customers inquires and forwards any appropriate requests to other departments.
 Complete necessary documentation for any account maintenance changes and ensures that the change is completed. Follow maintenance and closed account procedures for all types of deposit accounts.
 Complete the entire IRA process including sales and on-going maintenance.
 Accept and process check orders for all checking accounts.
 Disseminate information regarding legal issues, to protect customers and retailers against fraud.

 Accurately submit all customer forms on Mernet such as address changes, debit cards, privacy codes, etc.
 Cross-Sell additional Merchants Bank products and services.
 Responsible to update central file information when working with account portfolios & compliance regulated forms.
 Call customers regarding promotions and CD renewals. Make follow up and courtesy calls.
 Open/Close/Maintain Safe Deposit Boxes.
 Order/Cash Savings Bonds.
 Active and willing participant in all marketing and promotional activities.
 Willing to work trade shows and promotional events on evenings and weekends.
 Cross sell with the minimum goal being 3 products per account/relationship.
 Decision solution penetration of 20% or better.
 Work to meet established goal regarding credit card balance transfers.
 Make outside calls with a business development specialist or key person per quarter and participate in one partnership banking visits with an approved business customer per year (in applicable markets).
 Be involved in community activities to actively promote the bank.
 Review the daily overdraft report to proactively catch your customers before they default
 Be proficient and able to assist customers on the systems including internet banking products,
bill pay, e statements, mobile banking, telephone banking and anything else the customer may need assistance with.
 Collecting Privacy Codes/Security word – Email addresses, cell numbers.

Teller Job Functions:
 Acknowledges customers’ presence promptly with a “come on in” feeling, using a desk connector to help facilitate conversations, is aware of their surroundings and engaged in what is occurring.
 Sets aside their other work when customers approach
 Exchanges a greeting, smiles, and calls the customer by his/her name at least two or more times during the interaction
 Listens carefully to the customers’ requests, makes eye contact, clarifies facts and summarizes needs
 Demonstrates enthusiasm in handling customers’ transactions
 Explains banking procedures to customers in understandable terms avoiding Bank jargon
 Assists customers in the completion of bank forms, tickets, etc.
 Thanks the customer by name for their business and offers further assistance
 Anticipates customer traffic and plans accordingly to ensure customers are served promptly and efficiently
 Seeks assistance and guidance from co-workers in a timely and polite manner to avoid abrupt interruptions
 Refrains from conversations on the phone or with other employees when serving customers
 Cooperates with others and is effective in establishing working relationships
 Offers hospitality to waiting customers

 

Company

A True Community Bank

We have a rich history dating back to our founding in 1875, but more importantly, we have a bright future providing banking services to help individuals and businesses thrive. As part of our community commitment, we provide monetary support and thousands of volunteer hours each year to many worthwhile organizations. We believe in local community decisions backed by the regional strength of our entire company footprint.

Local Ownership

Merchants Financial Group (MFGI) is the parent company for Merchants Bank and Merchants Bank Equipment Finance . With total assets of more than $2.1 billion, MFGI is among the largest independent financial organizations in our region. We are proud of our local ownership. Our stockholders include our employees, through our Employee Stock Ownership Program (ESOP), and roughly 760 individuals and families mostly from communities in southeastern Minnesota and west-central Wisconsin.

Local Leadership

We know the value of local decision-making. By design, our local Bank Presidents are empowered to make decisions based on local community needs and the local economy.

We also rely on local advisory boards to provide meaningful feedback and strategic direction. Our advisory boards are local leaders, representing many areas including local business, healthcare, education and agriculture industries. 

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