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POSITION DESCRIPTION:

This position is the Client Ambassador for Guilford Savings Bank (GSB) with the overall purpose of providing superior client service, quality, and efficiency to clients who prefer face-to-face interaction with the Bank to expand and strengthen client relationships. This position will have a thorough understanding of the client’s transaction requirements and be able to effectively communicate all available options to them. They will educate clients about GSB sales and service delivery options including all digital channels, debit card reward programs, and refer the appropriate products and services matching the client needs. This position will also refer clients to the appropriate source or channel to address their need. They will also be responsible for the processing the regular transactions, such as receiving and paying out money, and keeping records of money and negotiable instruments involved in financial transactions in an efficient, friendly and accurate manner. Follows Bank policy and regulations regarding Bank Security Act (BSA), Currency Transaction Reporting (CTR), Office of Foreign Assets Control (OFAC), Client Identification Program (CIP) and any others impacting front-line client transactions.

GENERAL DESCRIPTION OF DUTIES

With a firm understanding of the bank products/services and the client’s current relationship, offers information on Bank products and services that can benefit the client and enhance their banking relationship. Carefully evaluates needs of potential clients and offers appropriate financial products and services resulting in referrals.

• Prepares and compiles new client application and information to open new accounts with the use of the New Client Onboarding tools.
• Provides ongoing relationship servicing with current clients to maintain goodwill and gain additional business.
• Informs and advises clients of status or enhancements to current account productivity and suggests resolution on account disputes and other account activity.
• Responds to client inquiries and requests regarding account.
• Utilizes Synapsys to track important client interactions and service events.
• Receives checks and cash for deposit to savings and checking accounts, verifies deposit amounts, examines checks for endorsement and negotiability and processes loan payments.
• Accepts & processes requests for wire transfers, adhering to bank procedures.
• Cashes check and pays money from savings and checking account upon verification of signatures and client account balances. Inspects all checks, bonds, money orders, savings withdrawals, to determine their negotiability.
• Understands daily settlement of branch, including on-site ATM and Cash Recycler; assist Tellers with balancing as necessary.
• Uses client interactions as an opportunity to educate and cross-sell clients on Bank’s products and services, including deposit accounts, digital services, mortgages and loans. Exercises sound client service and sales techniques to identify clients’ needs. Fully explains the features and benefits of the Bank’s accounts and services making appropriate referrals based on clients’ needs.
• Acts as an expert and trusted resource for all direct-to-consumer products including online & mobile banking, mobile check deposit, bill pay, funds transfer, online statements, online loan & deposit acquisition, telephone & text message banking, ATMs Money Management and the Bank’s corporate website, among others.
• Maintains a firm understanding of new products and services.
• Generates new business to assist in meeting establishment profitability goals.
• Answers and routes telephone calls, takes messages, provides information and directs calls to appropriate staff as necessary.
• Manages multiple priorities and holds self-accountable for performance.
• Maintains a professional appearance and exhibits behavior that is in accordance with Bank policy and standards.
• Assumes Assistant Branch Manager or Branch Manager responsibilities on occasion.
• Receives bank visitors, provides information and directs them to appropriate staff as necessary.
• Performs other duties as required.
• Completes all required compliance training on an annual basis.
• Completes an IDP-Independent Development Plan in conjunction with Supervisor.
• Utilizes bi-annual Performance Evaluation to recognize strengths and identify opportunities.

DIGITAL LITERACY:

The ability to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skills

• Information, data, and content
• Teaching learning and self-development
• Communication, collaboration, and participation
• Digital identity, safety, and security
• Technical proficiency with all bank products
• Awareness and interest in new technology
• Creation, innovation, and research

DUTIES SUPERVISED: None

FUNCTIONS SUPERVISED: Part-Time Tellers (when applicable)

BASIC KNOWLEDGE & TRAINING REQUIRED FOR MAXIMUM PROFICIENCY:

Possesses strong sales, interpersonal, organizational, and time management skills. Previous cash handling and client contact experience is required. Proficiency in Microsoft Office (OUTLOOK, EXCEL, and WORD) is required.

EXPERIENCE: One to three years of similar or related experience.

EDUCATION: A high school education or GED.

PHYSICAL REQUIRNMENTS: Must be able to stand for extended periods.

*Compensation: Compensation is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

GSB is an equal opportunity employer and offers equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, disability, and veteran status.

Applicants requiring reasonable accommodation in the application process should notify Human Resources.

GSB participates in E-Verify.

EOE/AA/M/F/D/V