Shorewood, MN
Join our team!
Mar 19, 2018
Job Type
Full Time

This position is primarily responsible for greeting and directing customer traffic to the appropriate areas and handling financial transactions for lobby customers in a professional manner. This requires providing superior customer service to internal and external customers in person and over the phone. This includes good knowledge and understanding of all retail products and services.


JOB FUNCTION NUMBER 1: Teller and Safe Deposit Box Technical Knowledge. 60%
  • Accept all retail deposits and payments for loans.
  • Issue cashier's checks, order customer checks, etc.
  • Perform balancing function for teller cash drawer.
  • Handle all balance inquiries, customer questions, and problems.
  • Maintain knowledge of deposit and credit products.
  • Adhere to the Safe Deposit Policies and Procedures.
  • Manage safe deposit process (inventory, compliance, rotation) and assist customers with safe deposit needs (opening accounts, viewing boxes, and closing boxes).
  • Assist with PIN changes for debit cards (at applicable locations).
  • Recognize selling opportunities to effectively cross-sell and make referrals.
  • Adhere to Bank policies and procedures, including but not limited to security, cash handling, and cashed check policies.

JOB FUNCTION NUMBER 2: Provide Superior Customer Service. 20%
  • 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 3: Administrative responsibilities. 15%
  • 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 phone 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.

JOB FUNCTION NUMBER 4: Industry Knowledge 5%
  • 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 Requirements:

  • High school graduate or equivalent minimum.
  • Previous work stability, attendance, and punctuality.
  • Previous financial services and customer service experience preferred.
  • Computer skills ability to learn new computer programs.
  • Ability to work a rotating 9am-12pm Saturday shift.

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 standing 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 sit, 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