POSITION DESCRIPTION

POSITION/ TITLE: Help Desk Technician
DEPARTMENT: Information Systems and Technology
CLASSIFICATION: Non-exempt

REPORTING RELATIONSHIP

POSITION REPORTS TO: Network Manager
POSITION SUPERVISED: N/A

POSITION SUMMARY

The position will provide first-level support for Information Technology infrastructure and related bank equipment.  The technician will be the first point of contact for internal bank clientele and will provide triage, critical analysis, and escalation of reported incidents.  This position is based out of the corporate office in Lake Wales, Florida and receives direction from the Network Manager.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Integrating with the Information Technology team.
• Providing excellent customer service.
• Answering service calls and ticket submissions.
• Documenting and tracking incidents to facilitate a timely resolution and updating knowledge articles.
• Escalating incidents to the appropriate Information Technology team members.
• Oversee the inventory of branch peripheral equipment.
• Assist with troubleshooting client connectivity and login issues including but not limited to network connectivity, web access, and email connectivity.
• Assist with installing, troubleshooting, and repairing PC hardware and related peripherals.
• Assist with installing and troubleshooting PC software including applications specific to the bank.
• Other duties and responsibilities may be added at the Network Manager’s discretion.

EDUCATION &/OR EXPERIENCE

Required

• High school diploma or equivalent.
• Computer hardware (A+ certification or equivalent experience).

Preferred

• Associates degree in a related field.
• Microsoft Enterprise Desktop Support Technician.
• 1-2 years minimum Help Desk or Information Technology support experience.

PHYSICAL DEMANDS

Must be able to lift and handle equipment of up to 50lbs. Must be able to do sedentary work.  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Professional environment working minimum 40 hours per week; Must be accustomed to professional, business office environment in manner and dress; Must demonstrate excellent human relations skills with customers and bank employees.

COMPLIANCE WITH REGULATORY REQUIREMENTS

Each employee is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable Citizens Bank & Trust programs, policies and procedures. When an employee has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures.

POSITION DESCRIPTION

POSITION TITLE: Teller & Customer Service Representative Floater – Full-time
DEPARTMENT:
CLASSIFICATION: Non-Exempt

REPORTING RELATIONSHIP

POSITION REPORTS TO: SVP & Retail Administrator
POSITION SUPERVISED: N/A

POSITION SUMMARY - Teller

Must provide quality customer service and adhere to the customer service standards as set forth by the bank. Conduct transactions between customers and the Bank accurately by following the Bank’s policies and procedures as well as federal regulations. Recognize opportunities to grow customer’s relationships by referring to other lines of business within the Bank as well as core banking products. Handle routine customer inquiries, problems and maintain favorable customer and employee relations by performing the following duties.

POSITION SUMMARY - CSR

It is this area of the Bank that greets and welcomes potential and existing customers. Responsibility of the associate in this position is to ascertain what the customer needs, and then determine how they can best be served. This position is responsible for the development of new business relationships and maintaining existing relationships. Answer questions on all services the Bank provides and recognizes selling and referral opportunities. Will cross-trains to perform various other duties including the teller line and atm to help the branch function efficiently.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Counting and sorting money 
  
• Process deposits, withdrawals, payments & monetary instruments 
  
• Balance cash drawer daily 
  
• Complete Currency Transaction Reports 
  
• Complete Monetary Instrument Log 
  
• Adhere to Bank policy and federal regulations 
  
• Provide quality customer service
  
• May be asked to assist customers with safe deposit entry
• May assume ATM/Vault processing and other duties as assigned

ESSENTIAL DUTIES & RESPONSIBILITIES - CSR

EDUCATION &/OR EXPERIENCE

• High school diploma or GED (General Education Degree) required
  
• Computer literacy preferred. Knowledge of Word & Excel a plus

EDUCATION &/OR EXPERIENCE - CSR

• High school diploma or equivalent
  
• Successful completion of in-house training program or other new accounts’ training
  
• Six months prior banking experience or related customer service position
  
• Prior sales experience and cash handling experience is preferred

OTHER SKILLS/QUALIFICATIONS

• Demonstrates excellent customer service consistently 
  
• Basic computer skills (10 key) 
  
• Communicate well with customers and their team mates 
  
• Must possess basic language skills to write and speak clearly, effectively and appropriate to business standards
  
• Adheres to customer service standards and serve as a role model to fellow associates 
  
• Must be well organized, accurate, and attentive to details 
  
• Must be cooperative and willing to assist others 
  
• Must be able to deal with stressful situations
  
• Must be able to multi-task and have thorough knowledge of teller functions and responsibilities
  
• Shows initiative and will go the extra mile for customers and the team while working within the scope of Bank policy
  
• Position may require the ability to work before or after normal business hours to attend various employee meetings, training sessions, and community events supported by the Bank

OTHER SKILLS/QUALIFICATIONS - CSR

• Must possess basic language skills to write and speak clearly, effectively and appropriately to general business standards
  
• Must have the ability to perform mathematical calculations necessary to execute the duties of the job
  
• Must be able to make sound decisions, have the ability to recognize potential problems, and take appropriate corrective action
  
• Must be well organized, accurate, and attentive to details
  
• Must be cooperative and willing to assist others
  
• Must have good listening skills as well as proper phone etiquette
  
• Must be able to multi-task and work under pressure

PHYSICAL DEMANDS

To process transactions, handle cash, inspect negotiable instruments and operate required teller equipment, the employee is required to stand for long periods of time and they must possess satisfactory vision and hand/finger dexterity to perform the job duties. At times an employee might need to utilize step stools/small ladders necessitating the ability to climb, balance, kneel, stoop, bend and reach. Employee might be required to occasionally lift or move up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT

Professional environment working 40 hours per week; may need to work overtime hours when asked. Will be required to work in the Saturday rotation. May be required to work at another branch on a Saturday and/or due to staffing shortages. Must be accustomed to professional, business office environment in manner and dress. Must demonstrate excellent human relations skills with customers and bank associates.

COMPLIANCE WITH REGULATORY REQUIREMENTS

Each associate is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable programs, policies and procedures. When an associate has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures.