Team Member Spotlight: Jean Tota

Jean Tota is a Financial Center Associate at our Marysville, PA location.

What does a typical day look like as a Financial Center Associate?

A typical day for me includes transaction processing, identifying customer needs, promoting bank products, balancing cash drawers, ATM and vault management, managing daily cash inventory, and providing great customer service.

What is the #1 skill you use day to day in your role?

Relationship development is a key skill I use, as it allows me to provide personalized customer service every day.

Do you have any advice for new Financial Center Associates?

Never assume anything. If you are not sure about something, ask questions. Every question is valid, even if you think it isn’t. Work with your team to develop strong customer service skills and make it a priority to know our customers and their needs.

How do you deliver consistent and unwavering service?

Strive to get to know your customer. Always greet your customer warmly. Listen to their needs. Everything they say is a window into what they desire. Communicate with transparency and care. Transparency builds trust, while care reassures them that they’re in good hands. When you combine professionalism and warmth, you can turn a simple transaction into a lasting relationship. Be honest and know your products.

What is your favorite memory with Mid Penn Bank?

Not long after Mid Penn Bank acquired Riverview Bank, Joan Dickinson and Amanda Brigaman unexpectedly visited our financial center one afternoon. They came bearing balloons and a special large cookie. They also brought a letter of appreciation for each one of us from Rory, recognizing us for the unwavering service we provided to a customer who, unbeknownst to all of us, was a friend of Rory’s. The customer expressed his gratitude for a warm welcome to our financial center and exceptional service. At that moment, I knew with all my heart and soul that Mid Penn Bank was the best place for me. Wow!! They really care about and value their employees. It was a new and pleasant experience for me.

Share: