Receptionist/Administrative Assistant

Fargo, ND
Join our team!
Mar 07, 2018
Job Type
Full Time
Position Summary:

This position is primarily responsible for greeting and directing customer traffic to the appropriate areas, providing administrative support to the relationship managers, product and staff areas. This requires providing superior customer service to internal and external customers in person and over the phone and basic knowledge of our products and services.

Essential Responsibilities:

Job Function Number 1: Provide superior customer service . 30%
  • Greet and direct customers and accommodate customers waiting needs (that is, coffee, water, magazines).
  • Follow the 3 Customer Service Principles
  • Answer the telephone and direct calls utilizing Alerus Financial communication standards.
  • Utilize voice mail, Lotus Notes, and other means of communication for employee messages.
  • Maintain effective telephone skills and satisfactorily handle and direct all telephone inquires.
  • Listen effectively and understand nonverbal communication.
  • Acknowledge customer complaints and direct to appropriate area for resolution.
  • Effectively say "no" in a courteous and concerned manner.
  • Acknowledge/prioritize multiple customers' demands (in person and over the phone) to provide maximum service level to all customers.
  • Assure and maintain vendor and guest sign-in log for security purposes.
  • Provide excellent customer service to employees when receiving or fulfilling service requests.
  • Provide clear communication to customers regarding project turnaround times or standard service levels.

Job Function Number 2: Provide customer support and assistance for Relationship Managers , product and staff areas. 30%
  • Develop and maintain product knowledge to assist customers and answer questions.
  • Maintain knowledge on customer systems, such as AS400, Addvantage, and FSS.
  • Assist in customer review process, to include gathering information from various systems and sources.
  • Gather and coordinate proposal development.
  • Assist in arrangements for customer events.
  • Coordinate customer gift requests.
  • Develop banking knowledge for resource and problem resolution.
  • Coordinate customer requests for new accounts, loan closings, etc.
  • Maintain on-site collateral material for customer calls.
  • Coordinate requests for customer information with records or operations.
  • Attend weekly department, project meetings as necessary.
  • Coordinate RM donation requests.

Job Function Number 3: Assist branch operations with day-to-day administrative responsibilities . 30%
  • Reserve meeting rooms and ensure rooms are ready for customer appointments.
  • Maintain supplies in and appearance of productivity centers in the area.
  • Collect, sort and route incoming and outgoing mail for area.
  • Maintain beverage supplies and appearance of coffee area.
  • Direct overflow and zero-out calls to appropriate areas.
  • Assist with ordering food and providing beverages for customer or employee meetings as requested.
  • Provide assistance on special projects for other areas as requested.
  • Assist with preparation of mailings, stuffers, and other projects as requested.
  • Provide general office support such as faxing, proofing, document creation, etc. adhering to defined standards and procedures.
  • Maintain appropriate customer communication through birthday and holiday cards.
  • Awareness of employee whereabouts for customer questions, branch coverage, sign in/out vendors that will be working in secure/sensitive areas.

Job Function Number 4: Industry Knowledge 10%
  • Develop and maintain knowledge of Alerus Financial's products and services.
  • Develop and maintain an awareness of current economic and market conditions.
  • Maintain knowledge of banking industry and keep up with changes in regulations.


Position Reqirements:

  • High school graduate or equivalent minimum.
  • Previous financial services and customer service experience preferred.
  • Administrative office experience.
  • Previous work stability, attendance, and punctuality.
  • Computer skills, including familiarity with Microsoft Office suite.
  • Ability to learn new computer programs.
  • Flexibility to attend morning or evening meetings or events.

Personal Characteristics:
  • Demonstrated aptitude to handle sensitive customer situations.
  • Ability to maintain strict customer confidentiality.
  • Professional appearance and demeanor.
  • Demonstrated social skills.
  • Excellent verbal/nonverbal communication skills.
  • Self-sufficient, yet supportive team member.
  • Ability to multi-task and prioritize requests.
  • Confident, outgoing, and personable.

Physical Demands: (must be met with or without a reasonable accommodation)
  • Extended periods of time sitting at a desk and using office equipment.
  • Ability to operate a personal computer/laptop for approximately 8 hours per day.
  • Extended time is spent reviewing physical and electronic documents.
  • The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
  • Periodically, may also do light lifting of supplies and materials which weighs in at approximately 20 lbs.
  • Will spend most of time in an indoor environment.

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Please view Equal Employment Opportunity Posters provided by OFCCP

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