Certified Retail Sales Associate

Work Days and Expected Hours:
Monday-Friday 8:30a-6:00p
Saturday 8:30a-2:00p
(Must be flexible around branch hours)
Function: Responsible for the delivery of exceptional customer service related to branch operations on the teller line in conjunction with sales and platform duties, including meeting assigned sales goals, in support of Individual and Branch production goals. Shared responsibility of duties is dictated by the business needs of the branch.
Duties and Responsibilities:
1. Proves competencies in bank operations by passing each of the following:
a. Successful completion of Level I CSR Certification criteria.
b. Successful completion of Level II RSS Certification criteria.
2. Completion of Personal Banker Training program including:
a. Completion of Aslan Intro Personal Banker Service and Trust Class.
b. Completion of Personal Banker Test of Policies, Procedures, and Product Knowledge with a score of 85% or above.
c. Completion of S&T Bank Consumer Lending course with a final test score of 80% or above.
d. Completion of a Personal Banker Test of Banker Insight Proficiency with a score of 85% or above.
e. 5 deposit accounts opened and 3 loans apps per month for 3 consecutive months.
f. Successful completion of Questa Replacement Program.
g. Completion and approval of observation written, and signed by Sales Facilitator (all other components must be passed to begin the observation process).
3. Uses a combination of Computer Inquiry Systems, Service and Trust skills, product knowledge, and knowledge of policies and procedures to successfully operate a customer service window in an efficient and accurate manner, providing exceptional customer service on a variety of transactions, including the following:
a. Utilizing Computer Inquiry Systems to properly identify customers, verify authenticity of the requested transaction, and complete required steps to protect the customer and the bank from fraud (including, but not limited to verifying balances, placing holds, and documenting proper identification).
b. Accepting deposits, verifying endorsements, and issuing receipts.
c. Accepting checks or coupons for cashing, identifying customer, verifying endorsements and balances, and/or referring customers to branch management for authorization.
d. Accepting savings deposits and withdrawals and performing related duties.
e. Providing additional customer services, including bank money orders and other services.
f. Accepting various loan payments or other types of payments.
g. Balancing window cash daily.
h. Performing ATM settlement where applicable.
4. Uses the following key sales functions to deliver exceptional customer service and ensure complete customer satisfaction, while meeting and exceeding established sales goals:
a. Successfully develops customer profiles and identifies their banking needs.
b. Closes business and performs follow-up calls to ensure customer satisfaction.
c. Builds warm but professional relationship with customers to help further define their needs and increase their loyalty to S&T Bank.
d. Uses a complete understanding of the Service and Trust process and a comprehensive knowledge of S&T policies and procedures to successfully identify add-on selling opportunities and make recommendations to customers based on their needs.
5. Successfully completes Sales Associate Certification process by:
a. Completion of the Personal Banker Product Knowledge Test with a score of 85% or better.
b. Completion of S&T Bank Consumer Lending course with a score of 80% or better.
c. Banker Insight Proficiency Test with a score of 85% or better.
d. 10 deposit and 6 loan accounts opened per month for 3 consecutive months.
e. Attaining sales observations with a score of 90% or better.
6. Utilizes the appropriate customer service/correspondence software to streamline and improve efficiency while conducting interviews with customers to determine financial needs. Follows up with customers by suggesting solutions that meet the customers stated and unstated needs.
7. Performs follow-up calls to new account customers to determine satisfaction and additional leads.
8. Refers customers, based on their needs, to other areas of the bank such as Wealth Management, Insurance, etc.
9. Participates in branch sales call campaigns, as needed.
10. Leads branch sales meetings, as needed.
11. Performs data entry and prepares documentation to process new account customers and change existing accounts.
12. Maintains existing accounts; answers questions and solves problems related to customer accounts and handles check orders for new and existing accounts when needed.
13. Performs customer service duties as required, such as taking deposits, cashing checks, and processing withdrawals.
14. May handle loan inquires, take loan applications; utilize decision power applications as customers' needs dictate.
15. Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.
16. Requires S.A.F.E. Act certification. Proof of registration with the registry and verification of a unique identifier as established under the guidelines of the S.A.F.E. Act is required upon hire and/or must be obtained prior to performing the duties of a Mortgage Loan Originator, as defined by the Act. This registration must be maintained annually in accordance with the S.A.F.E. Act.
17. Assumes additional duties as required, such as, but not limited to balancing ATMs, processing deposits, etc.
Physical Demands / Work Environment:
Must be able to occasionally lift and/or move up to 40 lbs. Use of manual dexterity skills for typing and data entry up to 60% of the business day. Specific vision requirements include close vision of 18"-20" for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Requires successful completion of the Certified Customer Service certification program.
Requires successful completion of the Personal Banker certification program.
Requires the ongoing successful achievement of Branch Sales and Service Goal attainment, as assigned.

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