Lobby Services Representative / Teller at American National Bank & Trust

Description

GENERAL DESCRIPTION:

The Lobby Services Representative / Teller is responsible for Teller and New Account functions, including exceptional customer service.

ESSENTIAL FUNCTIONS OF JOB:

1. Backup for preparing and managing Expense Reports

2. Handle all return mortgage mail

3. Back up for Accounts Payable; process all appraisal payments, and process all legal fee payments

4. Open and maintain accounts

5. Post mortgage payments

6. Answer phones and direct them to designated servicing area 

7. Order supplies and maintain stock for Elmwood location

8. Welcome calls to borrowers on all new loans

9. Teller work for walk-in customers and drive-thru customers

10. Balance vault and tellers

11. Adhere to all company policies, procedures, and business ethics codes and communicates and implements these norms within the team

12. Comply with all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending Regulations

13. Perform all other duties as required and assigned by the manager

Requirements

REQUIRED SKILLS: 

COMMUNICATION SKILLS: Ability to read, write and understand English; ability to speak clearly, confidently and effectively when greeting customers, clients or vendors; Must possess excellent interpersonal and customer service skills.

CRITICAL THINKING SKILLS: Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists; ability to utilize common sense understanding in order to carry out written or verbal instructions; ability to deal with problems involving several known variables in situations of a routine nature.

SUPERVISION RECEIVED: Must be able to work under limited supervision; standard practice enables the employee to proceed alone on routine work, referring to any questionable cases or issues to direct supervisor.

DECISION-MAKING: Performs work operations which permit frequent opportunity for decision-making of minor importance which would affect the work operations of co-workers and the organization’s clientele.

MENTAL DEMAND: Very close mental demand; multiple tasks requiring very close and continuous attention and a high degree of concentration and focus to limit errors. Must be able to work effectively while multi-tasking in a high-volume environment.

PUBLIC CONTACT: Regular contact with patrons; involves furnishing and obtaining information for purposes of informing those they have business with; must exercise sound judgment on the type of visitor needing attention and the proper way to handle each one. Be confident in face-to-face interactions with clients, COI’s, prospects and guests; greet each visitor and offer refreshments.

EMPLOYEE CONTACT: Regular contact with co-workers within the department, office or enterprise, which will require coordination of efforts generally in the normal course of performing duties; requires tact in discussing problems, presenting data and making recommendations.

ACCURACY: High level of accuracy required; processes and communications must maintain a degree of confidentiality; responsible for setting up, monitoring, reviewing and maintaining personal trust accounts on trust accounting system; must pay special attention to tasks requiring repetitive input and/or review; as a proofreader, attention to detail is critical.

TRAINING: Must stay up-to-date on all regulatory and departmental training.

MATHEMATICAL SKILLS: Ability to calculate figures and amounts, such as discounts, interest, commissions, proportions, percentages, etc. Must possess the ability to apply concepts, such as fractions and ratios. Must be able to add, subtract, multiply and divide numbers. 

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS: Must be proficient with 10-key (by touch); alpha/numeric data entry; spreadsheets, word processing, basic typing and excellent PC skills. Experience with scanning, copying, faxing, email, etc.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS: 

While performing the essential functions of this job, this position is regularly required to sit or stand or talk; use of hands; use of arms to reach; may occasionally lift, move, push or pull up to 25 pounds. This position requires extensive use of the computer, requiring specific vision requirements including close vision, distance vision, peripheral vision, and the ability to adjust focus. This is an indoor position and the noise level in the work area is usually moderate. This position may involve periodic stressful conditions. Occasional adjustments to the work schedule may be needed to include overtime and evenings/weekends. This position may occasionally move from one work location to another location/branch. This is a public contact position requiring appropriate professional appearance. This position requires discussing problems, presenting data and making recommendations.

 REQUIRED EDUCATION and EXPERIENCE: 

Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 12 to 18 months related experience and/or training. Or equivalent combination of education and experience. 1+ years of experience as a teller or LSR; cash handling accuracy such as balancing and counting cash; exceptional customer service, communication skills, problem-solving skills, and patience; organizational and operational skills, time management, confidence and integrity, and team collaboration; knowledge of accounting principles.

REPORTING RELATIONSHIP: 

This position reports directly to the Vice President Mortgage Operations Manager. The Vice President Mortgage Operations Manager reports to the Executive Vice President Mortgage Operations, who reports directly to the President/Chief Executive Officer of American National Bank & Trust.

DISCLAIMER: 

This job description is representative only and not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced or delegated by Management to meet the business needs of the organization.

This document in no way constitutes an offer of employment or a contract of employment. ANB&T reserves the right to modify job descriptions, policies or any other procedural document at any time, for any reason, with or without prior notice.