Job Description
Purpose:
This position is responsible for providing exceptional customer service to every customer initially contacting the bank via telephone, virtual chat, email, and/or available electronic banking platforms. understanding the products, services, and processes of German American State Bank with emphasis on electronic banking channels and services in order to support cross sale efforts and recognize referral opportunities to all departments of the bank.
Critical Drivers:
Precise Role, Task, and Responsibilities:
Organization Overview:
German American State Bank was chartered on January 21, 1907, and prides itself as being one of the oldest community banks in the state of Illinois. German American State Bank is committed to serving its communities of German Valley, Pecatonica, Winnebago, and Belvidere with products and services to help achieve the financial goals of our customers. German American State Bank has grown from a single branch to now operating four full-service locations by opening its second branch in Seward in 1983, followed by Pecatonica in 1999, Winnebago in 2005, and a loan production office in Belvidere in 2019. In 1986 with a foreword vision of the future of banking, German American State Bank and State Bank of Davis merged to form Foresight Financial Group, a multi-bank holding company. In addition to German American State Bank and State Bank of Davis, the holding company is also made up of State Bank Freeport, Northwest Bank of Rockford, and Lena State Bank.
Physical Demands and Work Environment:
This job operates primarily in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, copy machines, filing cabinets and fax machines. The physical demands described here are representative of those that must be met by staff to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires manual dexterity. The staff member must be able to legally operate a motor vehicle and travel to designated locations. While performing the duties of this Job, the staff member may be required to sit or stand for extended periods of time.
Competencies :
Communicator: Effective written and oral communication skills, speaking clearly, effectively listening and asking questions, and ability to communicate thoughts in writing.
Customer Service: Customer focused, completing work efficiently, focused on the impression of customers and employees. Responds promptly to customer needs and requests.
Focus: Maintains attention and concentration on job duties. The ability to minimize distractions and fully apply one’s self to the timely accomplishment of assigned tasks.
Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical: Proficient in PC/Windows, Microsoft Office (Word, Excel, Outlook, Teams). Intermediate knowledge of Jack Henry and ancillary systems, banking products, services, policies, and procedures. Basic knowledge of applicable banking regulations.
Performance Weightings:
30% Competencies
70% Position Performance Standards
Qualifications:
High School diploma or a equivalent required. 2+ years work experience financial institution or sales or customer service background a plus. Basic PC/Windows proficiency required.
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