Type: Full-time
Location: Rochester, MN


Merchants Bank, Rochester (55th St NW), has an opening for an Administrative Assistant / Customer Service Representative.  This position involves greeting and directing customers, answering the telephone, and a variety of administrative duties. Also includes assessing customer needs, providing excellent customer service while opening new deposit accounts, and maintaining account information.

This role requires considerable independent judgment, the willingness to take initiative, and exceptional organizational skills.  A high degree of professionalism is required. 

Please apply in person at Merchants Bank, Rochester (3586 55th Street NW), online at www.merchantsbank.com/about/careers, or e-mail NLMessenger@merchantsbank.com with a cover letter and resume or to request an application. 


Job Summary

This position involves a variety of duties and the ability to work independently.  This job requires strong customer service skills and knowledge of all the team members and their job responsibilities as well as the various department functions.  Proactively provides assistance to customers in determining products and services which best meet their needs.  Represents the Bank in a manner that maintains and expands business relationships, enhances the Bank’s image and contributes to growth. 

Administrative Assistant Essential Responsibilities:

  • Answer telephone and transfer calls to the proper person (for both Rochester branches)
  • Greet and direct customers and non-customers to the appropriate departments.
  • Complete bank lobby opening and closing.
  • Monitor and appropriately diversify mortgage walk in customers.
  • Safe Deposit Vault Coordinator.
  • Schedule meeting rooms events using the Lotus Notes calendar for both internal and external customers
  • Set-up and clean-up meetings rooms (coordinate all refreshments, equipment, supplies, computers, etc. for meetings and events).
  • Set-up, takedown, and maintain customer “beverage center” at Rochester NW with proper supplies.
  • Make popcorn for customers on Fridays. Clean and maintain machine weekly and purchase supplies as needed.
  • Maintain Marketing Calendar for Rochester.
  • Send out monthly employee meeting invitations.
  • Place office supply orders for Rochester NW and Rochester GM branches.
  • Coordinate building maintenance, repairs, cleaning and work with outside vendors.
  • Minor office maintenance and cleaning as needed.
  • Maintain inside and outside plants/flowers.
  • Sort and deliver incoming mail and packages daily.
  • Keep track of stamps and stamp money.
  • Fed-Ex/USPS: send out packages, request pick-up, order Fed-Ex supplies.
  • Change/update bulletin board in the entry way.
  • Change marketing pieces in vestibules.
  • Update lobby signage and brochures as needed.
  • Maintain lobby televisions and sound system.
  • Process bills/invoices and submit for payment and get appropriate signatures.
  • Keep updated list of Rochester Team information.
  • Act as the Welcome Home Branch Champion and main Marketing contact
    • Ownership to customer experience at the bank
    • Ownership to employee experience and team atmosphere at the bank
    • Ownership to overall appearance at the bank.
  • Coordinate and/or assist in the Rochester Team participation in “BIG Events” like Customer Appreciation Days, Chamber Events, Area Builders Events, Marketing events, and employee events.
  • Coordinate and set-up volunteer opportunities for the Rochester team.
  • Type letters, filing, send faxes, scan documents.
  • Employee may be asked to perform other duties as required by business needs.
  • Employee will be expected to complete compliance and product knowledge assignments in a timely manner.

Customer Service Representative Essential Responsibilities:

  • Must be able to assess the needs of the customer and determine how to best meet the customers’ needs when opening new checking, savings, CDs, and IRA accounts, as well as account services.
  • Refer customers to other retail divisions, i.e. loan, mortgage, investment, etc.       
  • Complete all necessary forms to ensure accurate opening and closing of accounts.  Comply with all CSR policies and procedures.
  • Respond to all customers inquires and forwards any appropriate requests to other departments.
  • Complete necessary documentation for any account maintenance changes and ensures that the change is completed. Follow maintenance and closed account procedures for all types of deposit accounts.
  • Accept and process check orders for all checking accounts.
  • Disseminate information regarding legal issues, to protect customers and retailers against fraud.
  • Accurately submit all customer forms on Mernet such as address changes, debit cards, privacy codes, etc.
  • Cross-Sell additional Merchants Bank products and services.
  • Responsible to update central file information when working with account portfolios & compliance regulated forms.
  • Call customers regarding promotions and CD renewals.  Make follow up and courtesy calls.
  • Open/Close/Maintain Safe Deposit Boxes.
  • Active and willing participant in all marketing and promotional activities.
  • Willing to work trade shows and promotional events on evenings and weekends.
  • Cross sell with the minimum goal being 3 products per account/relationship.
  • eAcess/Penley penetration of 20% or better.
  • Work to meet established goal regarding credit card balance transfers.
  • Be involved in community activities to actively promote the bank.
  • Be knowledgeable of the daily overdraft report to proactively catch your customers before they default
  • Be proficient and able to assist customers on the systems including internet banking products, bill pay, e statements, mobile banking, telephone banking and anything else the customer may need assistance with.
  • Collecting Privacy Codes/Security word – Email addresses, cell numbers.

Working Conditions:

Inside working environment, low noise level, no environmental hazards.

Physical Demands:

Work performed primarily sitting at desk.  Minimal lifting, generally not greater than 10 lbs.  Will require good finger dexterity, good eye/finger coordination.  Ability to operate computer, typewriter, calculator, and other office equipment.

Mental Demands/Skill Requirements:

  • Prefer individual with advanced training or associate degree in secretarial or similar program.
  • At least one-year retail sales and banking experience preferred.
  • Must be well-versed in Microsoft Works and Excel. 
  • Requires above-average clerical aptitude. 
  • Good finger dexterity and manual dexterity. 
  • Above-average ability or aptitude in the areas of reasoning, intelligence, and clerical perception. 
  • Attention to detail.
  • Ability to follow established guidelines and procedures.
  • Good customer service skills, high degree of tact, professionalism and courteous image.
  • Strong communication and interpersonal skills as well as organizational and motivational skills.

Relationships:

Will have extensive contact with customers and the general public, and is to conduct relationships in a manner that will complement the bank and create a positive and caring image.  Will often give the first impression to newcomers coming into the Bank.  Responsible to the supervisor for job duties; however, works with minimal amount of supervision.



Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.