ESSENTIAL FUNCTIONS:
Attracts, advises, and serves existing and prospective customers by:
- With every customer interaction, have in-depth conversations, in person and by phone, utilizing the C.A.R.E model to help customers work toward and achieve financial wellness.
- Provide extraordinary service to customers resulting in a full pipeline of referral opportunities.
- Provides direct and immediate response to customer requests or needs.
- Develops a top customer calling list.
- Completes High Touch Calls through analyzing current customer relationships and proactively contacting them with recommendations to help them achieve financial success.
- Listen, assess, and solve customer problems.
- Completes IQ Lead calls daily with the opportunity of retaining existing business and bringing in new business.
Develops and maintains a broad knowledge of products and services to appropriately support customer needs:
Collaborates with other internal business partners to provide customers with a full range of financial solutions to meet their needs:
- Wealth Management
- Electronic Banking
- Loan
Provides prompt, accurate, and efficient customer service by processing a wide array of transactions:
- Opens new accounts on the platform system.
- Completes transactions on the teller processing system.
- Processes Cash Advances, Pre-Paid Cards, Check Orders, etc.
Proficient in Electronic Banking to:
- Provide solutions to our customers' needs.
- Answer our customers' technical questions.
Provides administrative support to the PBO/Supervisor and team by remaining aware of departmental goals, providing ongoing communication, and organizing priorities to meet customers' needs and deadlines. Duties can involve all the following:
- Assists with the accumulation and completion of various Reports, Logs, and job duties to ensure timely delivery as directed by PBO/Supervisor.
- Preparing correspondence, filing, phone inquiries and other clerical duties.
- Contact overdraft and delinquent customers.
- Complete file maintenance on customer accounts.
- Requisition office supplies, loan documents, new account supplies, Money Orders,
- Treasurer's Checks, Pre-Paid Cards, etc.
- Maintain Scanner and ATM.
- Balance Vault, Cash Advance Machine, and ATM daily.
- Transfers cash to and from the vault.
- Performs check cashing overrides when the PBO/Supervisor is not available;
- Open and close the branch in the absence of the PBO/Supervisor
Strict adherence to security procedures, Bank Secrecy Act, USA Patriot Act, and safeguarding customer information:
Participates in meeting Community Banking Departments long- and short-term goals and objectives:
- Attends and participates in annual meetings to develop departmental goals and objectives.
- Attends and participates in meetings to discuss and evaluate progress on meeting goals and objectives:
oDaily 5 Minute Meetings.
oWeekly Relationship Building Conference Calls.
oWeekly Branch Based Sales Meetings.
oMonthly Employee Relations Meetings.
Performs other duties as assigned or directed.
REQUIRED SKILLS/ABILITIES:
- Excellent verbal and written communication skills.
- Exceptional organizational skills and strong attention to detail.
- Basic computer skills and digital awareness.
- Typing 40 wpm.
- Must be results oriented.
- Manual dexterity and numerical skills.
- Knowledge of all products and services and all office functions.
- A positive, enthusiastic attitude.
- Ability to multi-task.
- Proficient with Microsoft Office Suite or related software.
SUPERVISORY RESPONSIBLITY:
- This position does not supervise employees.
EDUCATION and EXPERIENCE:
- High School diploma or GED.
- Associates Degree preferred.
- Minimum One (1) to Three (3) years in customer service and sales experience.
PHYSICAL REQUIREMENTS:
- Ability to concentrate and perform responsibilities by maintaining a constant state of focus and mental alertness.
- Ability to lift up to 25 pounds (i.e., heavy boxes or coin).
- Ability to communicate in person, through email or via telephone with customers and staff members.
- Ability to sit or stand for an extended period.
- Specific vision abilities required by this job may include close vision and the ability to adjust focus.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.