New Accounts Clerks

Customer Success & Support

Level 3298 of 1200 points

Job description

New Accounts Clerks

Job purpose

To interview prospective customers, open and record their accounts and explain and process the institution's account services, so that new accounts are correctly established and customers are directed to the services that meet their needs.

Skills

Customer service principles and needs assessment, knowledge of the institution's deposit accounts, bonds, securities, certificates of deposit, ATM and direct deposit services and safe-deposit facilities, sales and product-promotion method, office and records administration, arithmetic for deposits, fees and currency, and security procedures for vaults and keys. Secondary-level education is the norm, with substantial minorities holding some college courses or a post-secondary certificate, and one or two years of on-the-job training.
Interviews customers to obtain the information needed to open accounts or rent safe-deposit boxes, explains available services and the procedures for applying for them, answers questions, promotes products, and refers customers to the appropriate bank personnel where their needs go beyond the role. Handles complaints and disputes courteously.
Investigates and corrects errors at customers' request by checking customer and bank records, and evaluates the information given against the institution's requirements before an account is opened. Problems are procedural and precedented, and anything falling outside procedure is referred to bank personnel.
Manages a flow of appointments, walk-in customers and account paperwork, filing forms and completing entries alongside teller duties. Sequence is set largely by customer demand rather than by the postholder, within defined branch procedures.
Seated at a workstation using a computer for most of the day, with repetitive motions and regular use of the hands in handling cash, documents, keys and equipment.

Responsibilities

No supervisory responsibility, though colleagues are coordinated in shared branch work.
Handles money and instruments directly: performs teller duties, collects and records customer deposits and fees and issues receipts, executes wire transfers of funds, performs foreign currency transactions and sells traveller's cheques. Processes loan applications for decision elsewhere. Transactions follow set procedures and limits, and no discretion is held over terms or amounts.
Ordinary care of a workstation and banking systems. Issues initial and replacement safe-deposit keys, admits customers to vaults and schedules repairs to safe-deposit locks, which carries a custody responsibility for customers' property.
Compiles information about new accounts, enters it into the bank's systems and files the related forms and documents, obtains credit records from reporting agencies, and duplicates records for distribution to branch offices. The data is personal and financial and subject to the institution's confidentiality and identification requirements, and an error in an account record affects the customer's money.

Effort required

Sustained accuracy across a repetitive sequence of interviews, entries and transactions, in which figures, identification details and account information must be exactly right. Decisions are frequent and taken under time pressure while a customer waits, and attention switches between account work and teller duties.
Continuous direct dealings with the public, including customers who are unpleasant, angry or discourteous, and conflict over errors, fees or services that must be refused. Requires courtesy and self-control maintained throughout, and discretion with customers' personal finances.
Seated at a workstation for much of the day with repetitive keyboard and handling motions. No lifting or exertion.

Working conditions

Indoor, environmentally controlled branch premises with no physical hazard, working close to colleagues and customers throughout. The demand is psychosocial: constant public contact, part of it with dissatisfied or angry people.
All incumbents work a regular established schedule and the standard week is forty hours. Pace is set by customer demand, so the work is time-pressured and interruption-driven, and much of it repeats within a largely automated system. Decisions are frequent but bounded by branch procedure, with limited discretion and referral upward where matters fall outside it.

Skills

40% · 159 points▾

KnowledgeLevel 3 of 8
54 of 144 points
Knowledge of facts, principles and general ideas in a job area. The job requires a range of thinking and practical knowledge to do tasks and solve problems by choosing and using basic methods, tools, materials and information.
Interpersonal and communication skillsLevel 2 of 5
38 of 96 points
Standard communication and interaction with others. The job holder is required to communicate with colleagues or customers in structured settings. Tact, empathy and basic relationship building are required.
Problem-solving skillsLevel 2 of 5
38 of 96 points
Standard problems. The job involves solving problems with defined alternatives. Some judgement is needed, but help is usually available.
Planning and organisational skillsLevel 2 of 5
29 of 72 points
Basic organisational skills required. The job involves planning and organising one's own work within set deadlines. Some input into scheduling and prioritisation of tasks.
Physical skillsLevel 0 of 5
0 of 72 points
Not applicable. The job does not require any particular physical skills (although there is likely to be some physical activity).

Responsibility

35% · 74 points▾

PeopleLevel 0 of 5
0 of 144 points
Does not apply. The job does not require any responsibility for people.
Goods and equipmentLevel 1 of 5
17 of 84 points
Limited responsibility for goods or equipment. The job involves the care and proper use of low-value tools or materials, with minimal responsibility for their maintenance or security.
InformationLevel 2 of 5
38 of 96 points
Limited responsibility for information. The job requires the individual to gather, process or share information in a controlled way, following guidelines or predefined procedures.
Financial resourcesLevel 1 of 5
19 of 96 points
Very limited responsibility for financial resources. The job involves handling small amounts of cash or processing simple transactions, such as recording expenses or maintaining basic financial records.

Effort

15% · 41 points▾

Mental effortLevel 1 of 5
12 of 60 points
Limited mental effort. The job involves tasks that require only low levels of mental effort, such as basic attention and following simple instructions with few competing demands for attention.
Psychosocial and emotional effortLevel 2 of 5
29 of 72 points
Occasional psychosocial and emotional effort. The job requires occasional involvement in emotionally demanding situations, such as handling minor conflicts or dealing with upset individuals.
Physical effortLevel 0 of 5
0 of 48 points
Not applicable. The job does not require any physical effort.

Working Conditions

10% · 24 points▾

Environment (physical, psychological or emotional)Level 1 of 5
17 of 84 points
Minimal exposure to hazards or stress. The job involves little or no exposure to physical hazards (e.g. chemicals, moving equipment, noise) and minimal emotional or psychological risks (e.g. occasional routine tasks with no emotional burden). There is minor exposure to dust, dirt, fumes, noise, waste, poor lighting, etc.
Organisational environmentLevel 1 of 5
7 of 36 points
Minimal organisational demands. The job requires standard working hours with no night shifts or irregular schedules. There is little or no need for travel or digital connectivity beyond typical working hours.