Personal Banker, Client Contact Center

The Client Contact Center Personal Banker will be responsible for making a high volume of outbound calls on a daily basis to cold leads, prospects and existing clients to introduce new products and services, schedule appointments, and generate leads to drive new account growth, deepening existing client relationships, and grow deposits for the Client Contact Center. The Personal Banker is expected to provide accurate and courteous responses to internal and external client inquiries. In addition, the Personal Banker is required to deliver a Six Diamond Experience on every call to improve customer loyalty and foster a lifelong relationship. The Client Contact Call Center Department is a high-volume contact center serving customers and the sales team.

Founded in 1964, Fremont Bank is one of the oldest independently owned banks in the Bay Area and has been consistently recognized as a Top Workplace for the past 15 consecutive years. Our foundation is built on relationships — with our clients, our associates, and our communities.

We offer:

• A people-first culture grounded in inclusion and excellence
• Deep community involvement and local reinvestment
• A mission-driven workplace where values and performance go hand in hand

• Full-Service Banking with comprehensive financial solutions, advanced technology, and exceptional service
• No-Compromise Approach — we help clients get to "yes"
• Core Values:
  • Go above and beyond for clients
  • Foster a supportive and empowering environment for associates
  • Deeply invest in the well-being of our local community

• Achieve a high level of success by understanding Customer needs and identifying opportunities to grow the Client Contact Center. 
• Personal Banker is accountable for prospecting and acquiring new priority new accounts and small businesses, as well as retaining and deepening existing relationships.
• Provide information and sell appropriate banking services to clients including checking, savings accounts, credit cards, small business lending, and additional services related to deposit accounts.
• Make between 25-50 outbound calls from the mortgage lead list, small business lending list, and wholesale lending list provided by inside sale mortgage officers.
• Schedule a minimum of 2-3 meetings a week with prospects to acquire new business relationship.
• Maintain list of existing clients, current clients, and prospects to contact to develop an understanding of their full banking needs. 
• Assist clients by phone, email and in person with transaction requests and account inquiries and work as a liaison with other departments to meet clients’ needs.
• Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses.
• Work closely with the Loan Processors and Closing Specialists to generate checking account referrals to the Contact Center and Branches.
• Open new accounts over the phone or in person. Submitting credit and small business lending applications.
• Order checks and debit cards.
• Enroll clients in online and mobile banking.
• Process account closings as requested.
• File REG E claims on behalf of clients and branch staff.
• Maintain call logs and report details regarding calls for follow-ups.
• Accurately track and report all lead pipeline information.
• Actively cross-sells additional business products such as loans and treasury management services through partnership with our partners.
• Work closely with Mortgage Officers to offer mortgage and home equity line of credit to clients and assist loan related clients as needed.
• Personal Banker must meet their own referrals and sales goals. Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs.
• Must be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
• Personal Banker analyzes the client's financial condition and recommends financial solutions to best meet the client's business and personal needs.
• Must have the ability to build new relationships and maintain strong relationships with small business owners.
• Achieve a high level of success by understanding Customer needs and identifying opportunities to grow the Client Contact Center.
• Provide exceptional customer service by meeting all customer demands and be able to identify the sales opportunities and deepen the relationship.
• Every outbound call associate is responsible for following policies and procedures as well as the scripting when interacting with the clients to ensure quality outcomes.
• Under direct supervision, processes customer transactions within established guidelines.
• Identifies and makes sales referrals, recommends alternate channels, cross-sells bank services and products for Fremont Bank partners, and provides Six Diamond Experience customer service.

• Associate degree in business related field or equivalent work experience.
• Must have a pleasant personality that comes across over the phone.
• Must have self-confidence to offer rebuttals and deal with rejection.
• Must have a strong work ethic and not shy away from making calls.
• Proven consultative outside sales experience in financial services, business to business sales, or small business banking.
• Must demonstrate the ability and skill set to cross sell our company’s products and services.
• Must have a minimum of 2 years in customer service handling inbound and outbound calls, inside sales and telemarketing sales. 
• Must have a minimum of 2 years banking experience in retail sales and/or call center.
• Must be available to work on weekends and some holidays. 
• Must be flexible with schedule to ensure proper coverage as determined by business needs.
• Effective written and oral communication skills, including professional phone skills.
• Ability to work independently and handle multiple tasks simultaneously. 
• Effective problem-solving skills and providing solutions while handling inquiries.
• Should consistently display a positive and professional attitude while providing excellent customer service and support to customers and co-workers. 
• Punctuality and reliability are required.
• Successfully pass the Operation Exam and obtain Signing Authority.
• NMLS Number is required.

• Team Players who go above and beyond to support their colleagues
• Action-Oriented professionals who challenge the status quo and seek improvement
• Purpose-Driven individuals who understand and champion the bank’s community impact

Health & Wellness

• Medical, dental, and vision insurance
• Flexible Spending Accounts (FSA, Dependent Care, Health Savings)

Financial & Retirement

• Employee Stock Ownership Plan (ESOP)
• 401(k) with employer match
• Performance-based bonuses or incentives

Work-Life & Perks

• Paid holidays, vacation, and sick time
• Free personal checking and savings accounts
• Home loan rate discounts
• Tuition reimbursement and professional development resources
• On-site gym and discounted health club memberships
• Employee Assistance Program (EAP)

Fremont Bank is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification.

The hiring salary range is based on factors such as experience, skills, education, and internal equity. Compensation decisions are made in consideration of these factors and in alignment with Fremont Bank’s compensation philosophy.

The Employee Stock Ownership Plan (ESOP) is a way for Fremont Bank to contribute to the financial well-being of associates by making a contribution to their retirement account. In addition, the ESOP provides associates an opportunity to share in the growth and prosperity of Fremont Bank.

Fremont Bank does not accept unsolicited resumes from search firms or agencies without a signed service agreement. Unsolicited resumes will be considered the property of Fremont Bank, and no fees will be paid.