Retail Banker

*This position is eligible for a Spanish proficiency pay differential*

SCHEDULE: Monday through Friday (8:15 am - 5:45 pm) and every other Saturday (8:15 am- 12:15 pm) for an average of 40 hours per week.

LOCATION: 200 West Street, Williamsburg, Iowa 52361

BENEFITS: Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks!

SCOPE:

Provide superior service to customers while working to meet their financial needs through a variety of retail banking functions. An individual in the Retail Banker 3 role will have mastered and continue to apply all skills expected of the Retail Banker 1 and 2 positions, and will acquire and apply additional skills defined for this level within the Retail Banker Career Path. A Retail Banker 3 serves not only as a trusted resource for bank customers, but also routinely uses their knowledge and experience to assist and support coworkers on their team.

ACCOUNTABILITIES:

Service Requests:

• Handle all typical banking transactions presented by customers in person, through drive up, via night depository, mail or digitally.
• Handle cash and maintain an individual cash drawer in order to handle customer requests.
• Assist customers with entry into safe deposit boxes, ensuring all procedures are properly followed.
• Handle both routine and advanced maintenance and service requests and customer inquiries regarding existing accounts and services. Assist less experienced coworkers with questions or complicated cases as needed.
• Identify banking needs and recommend solutions for both prospective and current customers.

New Accounts:

• Support the Bank's overall sales efforts through direct sales of deposit products, consumer loans, and related services.
• Accurately, efficiently open various types of deposit accounts, such as checking, savings and money market accounts, certificates of deposit, IRAs, safe deposit boxes, and complementary services for consumer, non-personal, and fiduciary relationships.
• Effectively handle credit card, consumer lending and home equity lending requests.
• Ensure that new accounts and relationships are properly onboarded.

Relationship Management:

• Effectively develop, manage, and grow customer relationships through ongoing contacts, recognition of key life events, needs-based cross-selling, etc.
• Work within defined banking processes, such as GREAT customer service expectations, the 5 Step Retail Banking Conversation Model, Quarterly Action Plans, and New Relationship/New Account Onboarding to help ensure a consistent, positive experience for customers and success for your branch team.
• Utilize the bank's Customer Relationship Management (CRM) system to plan for and personalize customer interactions and help develop corporate memory, manage referrals, and maintain appropriate entries regarding opportunities and interactions with customers.
• Proactively reach out to customers through one-on-one contacts, larger retail campaigns, and product promotions throughout the year. This effort will include contacting customers by phone, direct mail, email and/or HERE app.
• Maintain the necessary knowledge about bank products and services, and other departments' and coworkers' functions in order to be able to refer customers to other individuals or departments appropriately and effectively. Maintain ownership of and follow up on any hand-offs or referrals to ensure that they have been handled.

Other duties:

• Actively participate in office or bank events, represent the bank in professional associations, community organizations, local business groups, etc.
• Assist Bank personnel with questions on the status of accounts, bank statements, charges, interest, etc., in an efficient, courteous manner.
• Serve independently as a role model/mentor and trainer and provide support to less experienced team members within the branch and assist with situations that require escalation.
• Maintain educational and professional expertise through attendance at internal and/or external educational opportunities.
• Be a Notary Public.
• Perform other duties as assigned.

EDUCATION AND SPECIAL REQUIREMENTS:

• High school diploma required. Prefer an associate's degree (AA) from a