Personal Banking Specialist/ Lead Teller - Duluth Heights

This position provides basic support for personal banking services, such as account management and performs advanced teller functions with a high degree of accuracy and efficiency and provides comprehensive support for personal banking services. This includes assisting customers with account management, educating customers on Bell Bank's products and services, and providing assistance on these products to meet customer's financial needs.

Responsibilities

• Personal Banking Duties:
  • Delivers exceptional customer service by engaging with customers in a professional, friendly, and efficient manner.
  • Conducts professional meetings with current and prospective customers to assess their financial needs and objectives.
  • Opens and maintains personal and business accounts.
  • Has basic knowledge of banking products, including checking and savings accounts, certificates of deposit, and individual retirement accounts. They can recommend and customize solutions for customers based on financial goals.
  • Actively identifies cross-selling opportunities and works to grow the bank’s portfolio by recommending financial products and services tailored to customer’s needs.
  • Meet individual goals and assist in meeting branch goals.
  • Resolves customer inquiries and issues by gathering relevant information, researching records, and ensuring prompt, satisfactory resolutions.
  • Manages overdrafts, collections, and technical exceptions for assigned accounts.
• Lead Duties:
  • Responsible for the vault and serving as the liaison to the Federal Reserve Bank/Armored Car for excess cash or ordering of cash supply.
  • Research and maintain documentation of offages/errors for the teller team.
  • Complete monthly reports and provide to branch leadership by due dates.
  • Communicate information obtained at teller supervisor meetings and weekly communications to teller staff & branch manager.
• Teller Duties:
  • Accurately processes simple and complex (sensitive or high value) financial transactions, fulfilling customer requests in a timely manner to ensure the highest customer satisfaction. Assist less experienced team members with handling complex transactions while seeking the best customer resolutions.
  • Addresses simple and complex customer issues and grievances as able. Escalates complex customer issues and seeks guidance from senior staff when a situation or grievance falls outside of current policies and procedures.
  • Produces high quality technical work with strong attention to detail, ensuring accuracy with minimal errors.
  • Knows what services Bell Bank offers and seeks opportunities to refer customers and/or non-customers to appropriate personnel/teams. This role serves as a basic educational resource, providing immediate base-level support to customers on the details of Bell Bank’s products and services.
  • Assists in creating a clean and professional environment by maintaining neat, uncluttered tills, teller lines, and customer areas.
  • Maintains security and confidentiality of personal customer information.

Bell Bank Culture, Policy and Accountability Standards

• Know and live Bell Bank’s values, bottom line, customer service standards, Golden Rules, and LOCBUTN by building personal connections with customers and employees and using their names as often as possible.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Code of Conduct, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Education, Experience, and Other Expectations

• H.S. Diploma or General Education Degree (GED)
• 2-4 years of customer service experience.
• 0-2 years of working in a banking, financial, or professional setting.
• Experience using Microsoft products: Outlook, Word, Excel.
• Ability to work flexible hours to include mornings, evenings, and Saturdays (branch specific) as scheduled.

Knowledge, Skills, and Abilities

• Excellent bookkeeping, calculator, and keyboarding skills.
• Good communication, listening, and social skills.
• Strong attention to detail.
• Timeliness and reliability.
• Ability to be flexible, prioritize tasks, and stay poised under pressure.