Lead Client Service Representative (3PP Branch) - Full Time
Security National Bank of Omaha has posted the following job opening in Omaha, NE: Lead Client Service Representative (3PP Branch) - Full Time. Apply today at Careerlink.com!
As a family-owned business that spans five decades and three generations since 1964, we value relationships, supporting each other’s unique differences. We understand the importance of personal belonging which is why you’ll hear our employees talk about being part of the SNB family. Now, more than ever, as we’ve expanded our roots into new markets, it’s the prime time to join our growing team. As a community bank, we offer comprehensive financial solutions for personal, business, and private banking, treasury management, wealth management and mortgage needs in Nebraska, Iowa, and Texas. We have 10 convenient full-service branch locations in the Omaha and Council Bluffs as well as full-service branches in the Jordan Creek area of West Des Moines and in uptown Dallas. Learn more about our story at www.SNBconnect.com/About-Us or visit us on LinkedIn and Facebook.
**REQUIRED WORK SCHEDULE: 8:45am-5:45pm M-F, and rotating Saturday mornings**
This position is responsible for ensuring branch compliance with branch operational policies and procedures to include: managing branch cash, completion of branch audits, ensuring branch balancing, providing fraud oversight, and adherence to security protocol. This role encourages a positive work environment and promoting teamwork by taking the lead in promoting and demonstrating excellent customer service.
Customer Service (30%)
Consistently provide customer service excellence by striving to exceed the defined “Moments of Truth.”
Under the direction and guidance of the Branch Manager and/or Assistant Branch Manager, observe customer service interactions on the teller line and provide informal coaching and feedback.
Assist customers with inquiries in person and over the telephone
Effectively communicate with customers in a professional manner
Under the direction and guidance of the Branch Manager and/or Assistant Branch Manager, effectively schedule CSRs to optimally serve customers.
Assist staff with complex transactions, problem solving, and handling sensitive customer communication.
Branch Operations (30%)
Perform teller transactions as branch traffic and schedules demand.
Promote operational aptitude and accountability, with colleagues, to achieve positive branch audit results.
Effectively use Navigator & Director systems to handle service requests and research.
Accurately and efficiently run Branch Capture. Provide oversight to Branch Capture process.
Balance and manage cash drawer daily with minimal errors, provide balancing assistance to other CSRs, and report all offages to Branch Manager and/or Assistant Branch Manager.
Follow bank policies, security procedures, and regulations at all times.
Understand changes to procedure and regulations. Under the direction and guidance of the Branch Manager or Assistant Branch Manager effectively communicate changes and the related impact.
Perform branch audits (cash, etc.) and assess compliance with all bank policies and procedures.
Under the direction and guidance of the Branch Manager and/or Assistant Branch Manager, provide support to the Career Path Development process.
Identify potential fraudulent situations and protect the bank from loss.
Provide transaction overrides to the staff, when necessary, following established processes.
Upon authorization, sign cashier checks in accordance with defined process and expectations.
Ensure all vault and teller drawer limits are being adhered to in accordance with defined expectations.
Demonstrate a positive and team-oriented work environment for branch staff members within the branch and the Bank.
Lead by example in providing daily support and encouragement to the branch CSR team.
Serve as a model to the CSR staff. Provide operational coaching and mentoring to staff under the direction and guidance of the Branch Manager and/or Assistant Branch Manager.
Recognize branch staff members for positive performance and share details with the Branch Manager and/or Assistant Branch Manager.
Provide observations and informal feedback to the Branch Manager and/or Assistant Branch Manager on the work performance of the branch CSR staff members.
Ask open-ended questions to assess client’s financial needs and cross-sell Consumer, Business, Mortgage and Wealth Management product and services as appropriate.
Open New Accounts and provide account maintenance support
Provide backup new account assistance when necessary
Provide basic Consumer Loan assistance, when appropriate, under the direction and guidance of the Branch Manager and/or Assistant Branch Manager (applications, credit, quoting rates).
Assist the Branch Manager and/or Assistant Branch Manager in effectively communicating Bank specific and other relevant information to branch staff members.
Share important notices (fraud alerts, system communications, etc.) with branch staff members.
Attend required meetings and share information with branch staff members as appropriate.
Performs other duties as required and assigned
KNOWLEDGE, SKILLS AND ABILITIES
Strong bank-related product and service knowledge, along with new account opening skills and be able to identify needs-based sales and referral opportunities
Knowledge of general Bank and departmental policies and procedure
Ability to interpret basic financial information.
Ability to take initiative and utilize sound judgment in decision-making and problem resolution
Ability to provide personalized customer focus and interact confidently with the public
Ability to handle high stress situations and maintain a high level of energy essential
Ability to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management
Superior skills in verbal and written communication at a professional level within a business setting
Intermediate skills using Microsoft Outlook, Word and Excel
Basic math skills with high attention to detail to accurately perform bank-related financial transactions
Ability to maintain regular and reliable attendance, along with flexible scheduling
Minimum of a High School diploma or GED required; Associate’s or two years of college in a business field preferred
Minimum of 2 years of teller or bank customer service experience required
At least one year of successful sales/referrals experience preferred
*Equivalent education and experience will be considered
Security National Bank provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.
APPLICANTS HAVE RIGHTS UNDER FEDERAL EMPLOYMENT LAWS: