EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to use/learn current technology and software applications related to position;
• Must have solid customer service and problem resolution skills;
• Requires good follow through;
• Excellent interpersonal, verbal and written skills required; and,
• Strong organizational skills.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent;
• Or Participate in a high school work-study program that allows for part time hours to be worked; and,
• Up to one year related experience in retail customer service, banking or call center is beneficial, but not required.

PRIMARY PURPOSE OF JOB

Provides quality service, processes customer transactions and sells appropriate products via the Interactive Teller Machine to bank customers in an efficient and professional manner. Researches and resolves customer requests and answers customer inquiries with regard to account maintenance, balance transfers, stop payments, statement requests, etc.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

• Receives and fields incoming customer service calls from the ITM;
• Processes transactions through the ITM as necessary;
• Promotes strong and lasting customer relationships through the ITM environment in an efficient and highly professional manner;
• Achieves a high level of success by understanding customer needs and identifying opportunities to grow the bank;
• Provides exceptional customer service by meeting all customer demands as they relate to relatively straightforward inquires, with the support of more experienced personnel; displays positive, professional tone, exhibits empathy when required, delivers key attributes and provides a WOW! experience for the customer;
• Arrives on time, logs in and is ready to receive customer calls as scheduled throughout the shift;
• Identifies and refers customers as well as potential customers to the appropriate personnel as needed;
• Maintains security over customer information;
• Responsible for thorough knowledge of all bank products offered;
• Responsible for knowledge and expertise in utilizing technology and numerous software packages used by the bank;
• Performs quality control functions, various reporting and tracking of performance;
• Completes and performs any other duties assigned;