Job Description

Job Location: Kansas City Barry Branch - Kansas City, MO 64153
Position Type: Full TimePRIMARY PURPOSE OF JOB
Assists Regional Operations Coordinator with front line retail operations and training. Acts as the primary liaison in handling branch operational issues while also acting as a financial liaison to customers. Works closely with the Regional Operations Coordinator to improve branch procedures and operations.

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.
ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS
Sales/Customer Service
- Takes ownership of the customer experience, including opening accounts with other products conveyed to the customer and resolving services issues as appropriate through follow-up.
- Proactively educates customers on utilizing available access channels.
- Must be able to perform both teller and new account duties.
- Resolves difficult customer situations effectively, while delivering friendly customer service and ensuring the highest level of customer satisfaction.
- Prepares and compiles more complex new customer data to open new accounts including, but not limited to, commercial/business checking, individual, retirement accounts, trusts, estates, IOLTA’s, representative payees, etc.;
- Maintains proficiency in bank products and services such as internet banking, bill pay, mobile banking, mobile deposits, card valet and other customer products;
- Maintains thorough knowledge of bank regulatory requirements included, but not limited to, Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy and Information Security;
- Maintains the level of trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers.
- Willing to learn back-office processes and possibly assist in the department when necessary. (Retail Products, Accounting, Retail Operations, Resource Center, or ITM)
- Ability to handle conflict both internally and externally and is able to work as a team.
Personnel Management:
- Assists, trains and mentors all branch retail staff for the region.
- Assists with training on new branch initiatives, marketing, and new products by working with the Regional Operations Coordinator and Branch Retail Manager.
- Promotes teamwork in the float branches and in the branches when floating to ensure a positive overall customer experience.
- Assists with completion of delivering performance evaluations to float branch team members.
- Gives input to Branch Retail Managers on operations performance within the branches, to be used in performance evaluations.
Branch Management:
- Acts in the capacity of the Branch Retail Manager with the region in their absence.
- Assists with motivating employees by incorporating the Bank’s Patch and the branch’s goals into daily communications and by recognizing and rewarding staff for their contributions.
- Maintains thorough knowledge of procedures required for ATM/ITM settlement, night depository, vault cash, safe deposit, opening/closing procedures, ordering cash, and preparation of cash for shipment and receipt of cash shipment.
- Maintains reliable attendance with the ability to work a schedule that may include working nights, weekends, and holidays.
- Must be able to assist in bank mergers which may require overnight stays for a week at a time.
- Must be able to assist at various branches across Southern Bank’s footprint when needed and travel for training on a quarterly basis; and,
- Performs any and all other duties which may be assigned.

QualificationsKNOWLEDGE, SKILLS AND ABILITIES
- Excellent understanding of the Bank’s products and services;
- Proficient in business products (i.e. Cash Management, Remote Deposit Capture)
- Demonstrated positive and helpful attitude toward both internal and external customers;
- Ability to multi-task and work under high stress situations;
- Capability to work in different environments and adjust to different surroundings often;
- Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors;
- Good computer skills; and,
- Excellent customer service skills.
EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS
- Associates degree or High School diploma and 3+ years bank/finance sales and customer service.
CORE COMPETENCIES
Family & Trust: Southern Bank team members build relationships based on trust and mutual respect, maintain an inclusive and honest environment and uphold integrity and transparency in all interactions.
Rooted & Service: Southern Bank team members are committed to serving customers, communities and teams with purpose, professionalism, and respect, while effectively communicating and actively listening to meet their needs.
Innovation & Strength: Southern Bank team members foster collaboration and continuous improvement, encourage visionary thinking, and strive for excellence to drive the organization forward.
Building a Successful Team: Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals.
Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.