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Under direct supervision, this position requires very careful adherence to well-defined work where
repeatable results are needed. The work is highly precise in nature and requires very strong
attention to detail. It is vital for the work output to be very high quality, with correct results time
and time again. Checking and double-checking is often necessary, individuals performing the job
must be patient and conscientious. Both the content and the presentation are important; the
majority of the work is completed over the telephone and must be highly polished. There is little
ambiguity in this job. The established procedures and processes must be followed very closely.
The position requires working at a steady, even pace. There is much consistency and familiarity
from one day to the next. The position requires being able to work as an individual without great
dependence on other people for results. The work is helpful in nature; providing support and/or
service to others in an environment free from competition. Interacting with customers requires a
professional formal manner where the focus is on completing the task pleasantly and correctly.
Customer Focus
Personally, demonstrates that external (or internal) customers are a high priority. Identifies
customer needs and expectations and responds to them in a timely and effective manner. Keeps
customers informed about the status of pending actions and inquiries about customer satisfaction
with products or services.
Is an effective team player who adds complementary skills, contributes valuable ideas, opinions,
feedback, and uses good judgement. Communicates in an open and candid manner and can be
counted upon to fulfill any commitments made to others on the team.
Initiative and Dependability
Demonstrates this characteristic for seeking out and taking on increasing responsibility or
resolving problems as they occur. Uses sound judgement about when to take action and when to
seek guidance or permission. Works effectively during periods of high activity,
procedural/organizational changes and deals with people of various styles or backgrounds.
Arrives at work on time ready to contribute and utilize time effectively and efficiently.
Productivity and Job Skills
Productivity standards have been met for his/her organizational level or position. Has successfully
combined skills, ability and effort level to ensure that expectations related to results/output are
achieved. Has established a track record and is personally committed to producing work that is
accurate. Demonstrates attention to detail and reflects well on the organization. Possesses
sufficient job skills and knowledge to perform the job in a competent manner. Is able to
demonstrate skills and knowledge in day-to-day situations.
Customer Service Excellence
Responsible for ensuring continuous commitment to excellence in customer service by providing
service in an efficient, friendly and professional manner.
Responsible for reporting to work on time, taking required breaks, and working for the full amount
of time scheduled before leaving. Notifying supervisor of any deviation from these responsibilities
is necessary.
Maintain a high level of confidentiality with all customer information.
• Provide accurate information to internal and external customers in a timely manner.
• Respond to a high volume of incoming telephone calls with a n average length of 1 minute
and 45 seconds per call in a pleasant,
• customer-oriented manner.
• Promote Plumas Bank’s products and services through cross-selling/up-selling by listening to
the customer needs.
• Complete computations, forms, reports and other documents with a high degree of
completeness, accuracy and timeliness.
• Remain current regarding Plumas Bank policies and procedures.
• Route incoming calls to appropriate employee or location; take messages and email
appropriate employee.
• Assist in providing information regarding new accounts, CD interest rates, credit cards, ATM,
loan balances and payoffs.
• Assist customers with transfers between accounts, check orders, wire transfers and NSF
• Respond to and resolve customer issues regarding ATM/VISA cards, NetTeller and
Telebanking and account inquiries (e.g.,
• looking up balances, deposits, loans, reset passwords, research ATM inquiries, hot carding,
statement and cleared checks etc.)
• Review callbacks.
• Learn and backup daily duties: ATM input, verification of deposits, zero balance reports,
closed account notifications, change of
• address notifications, deceased customer notifications, etc..
• Maintain an updated manual of all new policies or modifications to the guidelines and
standards of the Bank.
• Maintain and apply sufficient knowledge of regulatory compliance and complete with passing
scores on-line compliance training
• according to established schedules.
• Perform additional duties as assigned.
Completion of high school or equivalent.
EXPERIENCE: A combination of education and experience equivalent to:
6 months to one year of call center and/or other related experience. Knowledge of general office
practices and personal computer operations including word processing, spreadsheet and email software
• Quality of Service – Continually strive to perform with a high degree of accuracy and
thoroughness in accordance with Plumas Bank’s Excellent Customer Service Standards.
• Dependability & Follow Through – Consistently accomplish all tasks ensuring accurate results
by following up on all stages of given assignments.
• Productivity – Use time wisely in order to complete assigned tasks by the outlined timeframe.
• Team Effectiveness – Become an integral member of the departmental and Bank-wide team
by developing and maintaining effective working relationships with individuals and groups.
• Initiative – Demonstrate initiative by anticipating problems or opportunities and taking
appropriate action without prompting or close supervision.
• Job Knowledge – Clearly understand the purposes, objectives and procedures of the
branch/department and share information with team members.
• Communication Skills – Effectively communicate ideas clearly and concisely in spoken and
written correspondence.
• Planning & Organization – Identify organizational needs effectively and develop action plans
to achieve greater results.
• Understand and apply banking laws and regulations.
• Display proficiency with department/branch operations, activities, terminology and products
and services.
• Demonstrate proficient knowledge of related state and federal banking compliance regulations
and other Bank operational policies.
• Ability to calculate figures and amounts such as discounts, interest and percentages.
• Continually demonstrate the ability to work independently and achieve performance targets
without close supervision.
• Demonstrate excellence in communication, presentation and interpersonal skills.
• Exceptional consulting skills; ability to probe and listen to help clarify inquiries, gather and
present data to advance transactions.
• Strong analytic skills and ability to rapidly assimilate complex information.
• Demonstrate strong knowledge of financial industry products and services.
• Demonstrate proficiency in evaluating the financial needs of clients and skilled at developing
a customized package of Bank products and services to meet those needs.
• Display proficient knowledge in marketing strategies and techniques in relation to the banking
Sitting/Standing/Walking: Approximately 80-90% of time is spent sitting at workstation.
Speaking/Hearing: clear diction and acute hearing are necessary for effective communication with
co-workers, clients, and outside agencies by telephone and in person.
Vision: Corrected vision close to 20/20 is necessary to effectively use the computer screens and
interpret written information. Lifting/Carrying/Pushing/Pulling: The ability to lift and carry up 20 to
50 pounds if necessary.
Stooping/Kneeling: The ability to stoop and kneel is necessary for accessing file drawers.
Reaching/Handling: Good manual dexterity is necessary for computer keyboard use and for
retrieving and working with appropriate paperwork, equipment and supplies


Minimum Education and Experience

Minimum Months of Experience: 6
Education Required: High School
Driver's License Required: Yes
Hiring Requirements for this Job:
  • Background Checks
  • Minimum Hourly Wage: 16.50
    Maximum Hourly Wage: 24.75

    About Plumas Bank

    Plumas Bank is strongly committed to creating excellence in value: For our clients, shareholders and communities; by supplying the best financial products and services tailored to meet individual needs with integrity; through employees proactively dedicated to understanding and providing the specific needs of our clients; with a devotion to our communities to positively impact the quality of life for our neighbors; and to provide a financially successful company to properly reward our shareholders and supply our communities with a stable and valued employer.

    Accessible by Public Transportation: Yes