About this role
JOB SUMMARY
Responsible for delivering an exceptional client experience by providing efficient, accurate and personalized service. This role supports day-to-day branch operations, processes a variety of financial transactions (including teller transactions as needed), and identifies opportunities to deepen client relationships. Success in this role requires strong communication skills, attention to detail, and a customer-first mindset.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides an exceptional customer experience for new and existing customers through personalized, efficient, and accurate service
- Provides client onboarding, servicing and deepens and retains client relationships through consultative sales and use of the Banks Client Relationship Management (CRM) system
- Responds to customer inquiries through multiple channels to include phone, email and chat, delivering timely and accurate support
- Knowledgeable of financial services offered by the bank and proactively recommends Bank products and services that will benefit the customer.
- Recognizes client needs and connects them with appropriate partners including Commercial Lending, Mortgage, Corporate Services and Wealth Management
- Assists client with opening personal and business accounts
- Research and answer client inquiries and assists with maintenance requests; resolves problems as necessary
- Follows all compliance, security, confidentiality, and internal guidelines within area of responsibility and completes all transactions in accordance with them.
- Assist customers with ancillary products and services including but not limited to debit cards, online banking, direct deposit, safe deposit box, wire transfer, and night depository.
- Stays informed of all changes in policies and procedures to ensure compliance with current guidelines.
- Cross-trained for teller duties and assists in that capacity as needed.
- Perform other duties as assigned.
Qualifications
- High school graduate or equivalent is required; additional banking or business courses are helpful
- Thorough knowledge of the banks products and services
- Understanding of branch operations and security is beneficial
- Two or more years of prior retail banking and/or branch operations experience is strongly preferred
- Proven customer service and problem resolution experience
- Well-developed verbal and written communication skills in addition to a professional image
- Demonstrates sound judgement in a sales and service environment by balancing client needs, risk considerations, and business objectives.
- Proficiency with Microsoft Office (Word, Excel, Outlook, etc.); keyboarding and calculating; experience with Jack Henry or other banking systems is helpful.
- Familiarity with banking compliance and deposit regulations
- Sales skills are needed for selling and cross-selling products and services
- Attention to detail and strong organizational skills