CLIENT SUCCESS CHAMPION II

POSITION DESCRIPTION

The Client Success Champion II (CSC II) is responsible for delivering excellent customer service through personalized, efficient, and accurate handling of client needs. They enhance the client's experience by providing exceptional, professional, and consistent service using a video system or providing branch relief coverage. The duties of the CSC II include all the duties of a CSC I, including but not limited to, processing all teller transactions, answering phones, following-up on customer inquiries and assisting in various Branch Support related tasks. Additionally, the CSC II is expected to be able to step in and originate / maintenance new accounts and can serve as a back up to the Client Relationship Officer (CRO I). All retail employees are responsible for identifying referral opportunities and making qualified referrals to branch leadership team and business partners.

This position has a Monday through Friday work schedule and will average 35 hours per week.

POSITION QUALIFICATIONS

Must have high school diploma, or equivalent. Must have 1 year of teller experience or equivalent experience and education. Skill competencies required include, but are not limited to:

• Comfortable with emerging technologies such as virtual client interactions.
• Ability to multi-task by operating multiple computer programs at one time.
• Excellent relationship building and interpersonal skills.
• Strong customer focus and effective listening skills.
• Cash handling skills with good balancing record.
• Strong attention to detail.
• Flexible with shifting priorities.
• Ability to work both independently and as a team player.
• Ability to provide cross training.
• Strong organizational and multi-tasking skills in a fast-paced environment.
• Practice ethical behavior and understand the need for confidentiality.
• Branch hours to include Saturday hours.
• Must be able to travel to Retail branch locations as needed.
• Ensure compliance with regulatory requirements, including the Bank Secrecy Act.
• Must be able to lift 25 pounds.

POSITION RESPONSIBILITIES

Duties may include but not limited to the following:

Responsibility #1 Branch Financial Performance / Customer Service

• Actively supports the organizations sales objectives and campaigns by cross-selling products or by listening for client needs and referring to appropriate business lines as needed.
• Branch consistently achieves financial goals, everyone has a role in hitting those goals.
• Completes all required compliance training and other training in a timely manner.
• Actively participates in self-development and training to increase productivity.
• Opportunistically provides relationship review with existing clients, asking questions and listening effectively to maintain rapport and gain additional business. (We are relationship bankers, not transactional bankers).
• Provide excellent customer service and meet service standards, responds to client inquiries and requests in a timely manner. Answers calls and replies to emails within service standards.
• Quickly identifies problems that arise and provides resolution or referral.
• Works cooperatively with Client Success Manager and Relationship Manager to resolve issues to the client's satisfaction.
• Can open accounts for new and current clients, assisting them in determining the account(s) which best meets client's personal banking needs.
• Ensures that new account forms are completed accurately, timely, and according to bank and regulatory standards; routes forms to the appropriate departments.
• Maintains tracking for follow-up of new and closed accounts.
• Secures new account and overdraft protection approval via appropriate tools.
• Understands how to link client accounts for online banking and mobile banking.
• Proficient with CMSE, DO2, Teller Insight, Chex Systems, and Verafin.
• CSC II is conversant with all deposit product types including IRA and HSA.
• Participates in achieving goals by making phone calls to clients, and potential clients, following up on inquiries, and by conducting business development calls.

Responsibility #2 Transaction Management

• Accurately and efficiently processes a variety of client financial transactions in accordance with established policies and procedures.
• Consistently balances cash drawer within established guidelines.
• Performs a variety of general tasks such as completing forms, maintaining files, and reviewing daily reports.
• Assists in the processing of wire transfers at client request.
• Ensures required forms associated with transactions are submitted to the proper department in a timely manner.
• Opens new consumer bank accounts and performs associated account maintenance.
• Ensures compliance with BSA and other regulations associated with this position.
• Demonstrates proficiency in identifying suspicious activity and ensuring completion of required reports in accordance with BSA regulations and internal policies and procedures.

Responsibility #3 Communication

• Demonstrates interpersonal skills along with the ability to maintain a professional, outgoing, and pleasant demeanor at all times.
• Communicate effectively to relevant parties verbally and in written form.
• Ability to gather, analyze, and integrate information effectively.
• Seeks solutions for customers, behave professionally and listen actively.
• Accepts responsibility for own actions and accepts coaching.
• Actively participates in team meetings.
• Actively and successfully provides cross-training and provides feedback to management.

Other Duties as Assigned

Each employee makes a significant contribution to the success of Sound Community Bank. Employees must have an overall understanding of department operations, and ensure compliance with regulatory requirements, including the Bank Secrecy Act. It is expected that each employee will readily accept additional duties and offer their services wherever and whenever necessary to ensure our success.

Corporate Core Values

Demonstrates behavior and actions which support Sound Community Bank's values and actively participates in volunteering.

Our employees are our most important asset

Results matter

Community is our heart

Access and sustainability are critical

Compensation

CSC level is dependent on previous banking experience and new hires typically start at the lower end of each range.

CSC II $21.30 - $31.70

CSC III $22.25 - $33.35

This position is eligible for a quarterly incentive bonus of up to 10% of quarterly wages based on the achievement of personal and branch performance goals.

Health and Retirement Benefits

Health, Dental, and Vision insurance plans for employee and dependents

Employer-paid Group Life & AD/D insurance

Wellness Program discount towards medical insurance premiums, Employee Assistance Program

401(k) plan options with up to 3.5% employer match and Employee Stock Ownership Program (ESOP)

Voluntary benefits include: Health Savings Account (HSA), Voluntary Life & AD/D, Accident Plan, Critical Illness Coverage, Short-term Disability, Long-term Disability, Flexible Spending Account (FSA) and Dependent Care Account

Time-off Benefits

Two weeks Paid Vacation, Paid Employee Days for Birthday and Hire Date Anniversary, Paid Sick and Safe Time (7 days per year), Bank Paid Holidays (11 per calendar year)

Other Benefits

We also offer the following (some perimeters apply): Tenure Bonus Program, Continuing Education/Tuition Assistance - up to $2,500 per year, Student Loan Debt Repayment - up to $100 per month, ORCA Passport/Transportation Alternatives/Benefit Allowance, Charitable Donation Matching Program, Gym/Health monthly reimbursement, Pet Insurance monthly reimbursement, Employee mortgage and consumer loans, Banking services (of course!) free of normal service charges, Employee Recognition Program

EEO is the Law

Sound Community Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status or any other characteristic protected by law.

HOW TO APPLY

Apply for the position by clicking on the Apply button or visit our Career Center for all open positions at https://www.soundcb.com/about-us/career-opportunities.html