Retail Lead



Job Description Position Summary

Retail Leads are operational experts who are responsible for assisting the branch management with oversight of daily operations and performance within the branch. Retail Leads are the first line of assistance to the Retail Banking staff. This position is responsible for building loyalty to the organization, implementing procedures, scheduling, training, and overseeing frontline tasks. Retail Leads are responsible for addressing audit and compliance, communicating new policies and procedures to employees, and supporting implementation. These individuals provide assistance, retraining, and oversight as necessary. Demonstrates the ability to independently make and communicate sound decisions based upon Bank policies, knowledge, and experience.

Essential Job Functions include but are not limited to:

Perform Teller transactions throughout the day, paying specific attention to detail, accuracy, efficiency, and possible fraud. Handle large amounts of cash. Pay attention to detail. Count cash and replenish cash, balance transactions, and meet all cash handling policy requirements.

Train and ensure all retail staff understand and follow bank policies and procedures, while exercising good judgement ensuring that risk of fraud is minimized.

Manage the customer experience by greeting customers and answering the phone promptly and professionally, while assessing the unique needs of each customer.

Acquire, expand, and retain relationships through relationship-building conversations with customers and non-customers to develop new business. This includes making referrals to other HBT business lines.

Perform retail duties as needed including customer transactions, opening and servicing deposit accounts, and consumer lending.

Understand and promote Bank products, services, and A+ Customer Experience program.

Schedule staff to maintain optimal coverage and standards of service

Ensures Retail staff implements, observes, and understands audit functions and procedures, resulting in an acceptable audit rating.

Core Essential Job Requirements

All employees must be able to relate well to customers and coworkers in a positive atmosphere of mutual respect without exhibiting behavioral extremes

Provide exceptional customer care (both internal and external) in a manner that satisfies individual needs of each customer and builds loyalty to Heartland Bank

Maintain confidentiality of all customer and employee information

Demonstrate attention to detail and produce accurate, high quality work

Produce an amount of work that meets or exceeds job expectations

Fully utilize systems, tools, training and resources provided to maximize potential

Respond positively to feedback and redirection

Assist other departments as needed

Demonstrate regular attendance and punctuality

Positively promote Heartland Bank within the community

Speak English clearly

Make calls on customers and non-customers to develop new business and to enhance relationships with existing customers

Participate in various professional associations (exempt-employees) and community activities to enhance the Bank’s image and to further personal development

Other Job Requirements

Participate in various retail and bank projects as necessary.

Computer Skills

Basic computer skills with interest and ability to learn new applications

Proficient in Onbase look up, Silverlake inquiry and maintenance, OTRS usage, Synapsys usage, OnBoard Deposits, and all standard Microsoft applications.

Education and Experience Requirements

Associate's Degree preferred or equivalent combination of education and experience

Minimum 3 years' experience in Banking

Minimum 3 years' experience in Sales/Marketing/Retail

Must comply with all requirements of the SAFE Act and obtain a Unique Identifier from the NMLS

Physical Requirements

Regularly: sitting, talking, hearing, feeling/touching, vision - close, peripheral, depth, ability to adjust focus

Frequently: walking, lifting objects up to 30 pounds

Occasionally: sitting, climbing and/or balancing, reaching with arms and hands, stooping, kneeling, crouching, and/or crawling

Heartland Bank and Trust Company is an Equal Opportunity Employer


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