JOB TITLE: Summit Assist Teller

Entity (SFG, SCB): SCB

Job Classification: Full Time, Non-Exempt

Department: Retail-Interactive Teller Center

Reports to: Chief Experience Officer

Summit Assist Teller’s (SAT) primary role is to provide prompt and superior customer service during the client interaction. SAT’s must be high-energy, service minded employees who are driven to be the best. They enhance the client’s experience through video transmission, using multiple software programs from our centralized Interactive Teller Center. They must be comfortable and friendly on camera. The Summit Assist Teller will support and demonstrate Service Beyond Expectations, Begins with Me service standards. SAT’s must be professional and friendly at all times and willing to work flexible work shifts to accommodate the extended operating hours and business needs of the Interactive Teller Center.

Education requirements:

• High School Diploma or GED

Experience or Skill requirements:

• Prior retail banking experience preferred.

• Prior customer service experience preferred.

• Proficient and comfortable with technology devices and services.

• Demonstrated ability to effectively communicate with clients through video in a professional and friendly manner.

• Multitasks by working within multiple software programs concurrently to process a transaction while interacting with a client.

• Works well independently and able to prioritize.

• Strong organizational skills and detail-orientated with high degree of accuracy.

• Effective problem solving skills to resolve issues.

• Comfortable and confident in a centralized service and sales environment and ability to work closely with fellow Summit Assist Tellers and Contact Center Representatives.

• Demonstrated excellent typing and computer skills.

• Excellent written and verbal communication skills.

Duties:

• Promptly performs routine banking transactions such as deposits, checks, payments, and ability to print and correct transactions.

• Assists clients in many aspects of their accounts directly and indirectly through referrals including account inquiries, products, and services, online and mobile technology and marketing campaigns.

• Remains up to date and educated on software, systems, products, services, marketing campaigns, and policy and procedures.

• Clearly communicates the proper use of the interactive teller machine, handling client anxiety to new technology and their questions and objections.

• Promotes the benefits of technology and ensures a positive experience.

• Effectively uses position authority in order to make on-the-spot decisions including exceptions, providing solutions, adjustments and overrides.

• Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and resolves client’s issues/questions/concerns as time permits, referring more complicated and timely situations to the branch staff and/or appropriate department.

• Utilizes various bank software programs, intranet site, and website to facilitate client’s transactions.

• Performs end of day balancing according to procedures.

• Adheres to all policy and procedures, security, audit and compliance of the company.

• Follows operational procedures including bank security in order to protect client and bank assets.

• Meets or exceeds minimum personal referral goals and contributes to Interactive Teller Center goals.

• Accurately completes information on systems and forms to mitigate exposure while ensuring service delivery and quality.

• Summit Assist Teller will make our promise of “Service Beyond Expectations” Begins with Me real and believable by following our defined principles.

• Other duties as assigned.

Relationships:

A Summit Assist Teller is an important part of our Summit Team and will embrace each employee’s expertise and contributions. They will be expected to inspire collaboration among co-workers and clients, assist others and be aware of what needs to be done and take action to improve the quality of service to our clients. They are expected to work closely with branch staff, HQ/Summit Center employees and others at Summit. The employee will be expected to work with all employees to maintain safety and security. The Summit Assist Teller will work closely with the Contact Center and report to the Chief ExperienceOfficer.

Summit provides equal employment opportunities in all aspects of employment. All employment decisions are made without regard to race, color, religion, age, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws.

Salary Information: Hourly rate varies, based on experience.