FUNCTION: The Senior FSR supervises and directs the workflow of the
teller/customer service area.
DUTIES AND RESPONSIBILITIES:
1. Models Q2 Service and Sales program with creativity and energy
such that goals are achieved and quality standards are met or exceeded.
Takes personal initiative and is a positive example for others to
2. Responsible for
directing the workflow of the customer service counter. Including oversight, development, and
coaching of staff in order to ensure the on-going level of productivity and
customer service, as well as fair and equitable distribution of work
assignments. Ensures daily office
customer relationships by being accountable for representing QNB to the
customer in a courteous, confidential, and professional manner, and for
providing prompt efficient and accurate service in processing transactions
through consultative selling and cross-selling in a positive manner.
customer needs through the use of open-ended questions and refers customers to
the appropriate resource.
closes, and services every type of deposit product at various branch locations.
and disburse consumer loans as necessary.
Perform branch functions requiring an in-depth knowledge of
branch transactions. Functions may include but are not limited to: service all
new deposit products, preparing CTR reports, prepare cash shipment, service
ATM, accepting loan applications and ascertaining customer’s needs.
Ensures that prescribed schedules and operating policies
and procedures are followed.
the training of personnel and may be a member of a committee (i.e. IRA Power
User) and train personnel on the information obtained from attending committee
making recommendations regarding performance ratings for FSRs.
Able to run the branch in the absence of the Branch Manager
and Assistant Manager in and effective and professional manner. Opening and closing the branch as needed.
Models QNB’s Sales and Services Excellence. Takes personal initiative and
is a positive example for others to emulate.
Able to relate to other people
beyond giving and receiving instructions.
present at QNB General Product Knowledge workshops and Q2 Service and Sales meetings
assigned compliance training in a timely manner and demonstrates the
ability to apply training to their duties and responsibilities including
their supervision of other employees.
additional job-related duties as requested.
TRAINING, EXPERIENCE AND EDUCATION:
proficient in all aspects of job.
motivating team members in all aspects of QNB’s Service Excellence.
lift and maneuver 25-30 pound coin bags.
skills that model QNB’s sales efforts; including the ability to identify and fulfill
customers' current and future needs.
Requires basic reading, writing and arithmetic skills. Completion
of high school, vocational training or equivalent. (Completion of some college courses preferred but not
Must have strong product knowledge and
actively champion and coach for Q2 Sales and
Service, referrals and product campaigns.
Fulfill QNB compliance in operations and security
procedures by adhering to government regulations, QNB policy, and established
completion of any two PBA courses as recommend by Branch Manager.
re-certification of FSRII checklist requirements annually.
position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008
and all related regulations. Ongoing employment is contingent upon meeting all
such requirements, including acceptable background investigation results.