Northwest Michigan Works!

On-the-job Training

• Competencies
  • Demonstrates the highest level of customer service with effective resolution
  • Demonstrates proactive customer management
  • Delivers customer product education
  • Determines and resolves root causes to customer concerns and inquiries
  • Identifies appropriate revenue and service enhancement opportunities
  • Explores customer needs to develop loyal and profitable customers
  • Handles cash and other payment arrangements activities as appropriate
  • Demonstrates world-class skills in courtesy, concern, timely resolution and relationship building
  • Demonstrates knowledge of the processes and products in retail banking at Honor Bank
  • Demonstrate proactive identification of issues
  • Handles inbound calls routed from the Help Center
  • Handles interactions effectively with all customers
  • Resolve customer inquiries through face to face interaction and potentially other platforms
  • Interact with customers via the phone and other platforms as necessary
  • Possess strong written and interpersonal skills
  • Create and execute orders in collaboration with other team members
  • Follow-up to ensure resolution of difficult situations
  • Adapt to the individual needs of a diverse customer base
  • Provide proactive solutions to increase the overall customer engagement and growth
  • Maintain strong relations with cross-functional teams to drive solutions
  • Perform a wide variety of job responsibilities driven by the individual needs of the customers
  • Respond to customer inquiries
  • Resolve customer escalations
  • Deliver customer solutions
  • Utilize boundless approach to resolution within the communities they serve
  • Generate team-oriented solutions: Gather information from customers; Provide information on available products and services
  • Customer Interaction: Manage transactions in a timely manner; Engage customer in positive and friendly manner; Understand customer needs; Demonstrate value of service to customer
  • Accounting and Recording: Update accounting documentation as needed or required; Follow policies and standard operating procedures
  • Behavioral Competencies: How to speak appropriately; How to handle questions without answers; De-escalating conflicts or high-stress situations; Body language (reading and controlling); Maintaining a positive attitude
  • Deposits: Verify and certify customer deposits; Place holds on checks, if necessary, under Regulations
  • Cash Transactions: Cash withdrawals from savings - verify proper identification and verify funds are available; Change orders-prepare money; Cashed checks - verify proper identification and ascertain possibility of check being returned, get proper identification from supervisor
  • Negotiable Instruments: Personal money orders; Bank money orders; Cashier Checks; Travelers Check
  • Balancing: Verifying that debits match credits (vice versa) for each transaction; Reconciling system totals to cash totals; Count cash drawer
  • Security: Maintain clean and organized area; Bait money, dye pack, or other security devices; Knowledge of alarm system; Robbery procedures; Fraud - be aware of check kiting processes and check fraud (also includes internet fraud)