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Major Function:

Provide personalized banking services to current and prospective customers, consistently seeking to develop relationships and deliver excellence in customer service. Process transactions for customers and Engage, Transact and Consult (ETC) with customers to find ways to simplify their banking.

Key Job Responsibilities

• Coach and Mentor co-workers to help them build their product knowledge and customer relationship skills.
• Provide a consistent optimal customer experience by building rapport, analyzing customer needs, making recommendations and providing products and services to maximize professional relationships.
  • Engage: Greet and assess customer needs and provide an engaging experience which leads to deeper conversations.
  • Transact: Effectively service customer transactions while engaging in conversational consultative dialogue.
  • Consult: Provide advice and recommendations on bank products and services and make referrals to other bank experts as needed.
• Provide a consistent optimal customer experience by processing and reconciling daily transactions (deposits, withdrawals, transfers, etc.), to ensure accuracy and efficiency.
• Answer or resolve customer inquiries regarding account activity and handle account maintenance requests and error resolution.
• Maintain a working knowledge of digital banking services and communicate the benefits to new and existing customers. Refer potential online and mobile banking customers to a Relationship Banker, Sr. Relationship Banker, Asst. Branch Manager or Branch Manager, where applicable.
• Refer deposit accounts, consumer loan inquiries, wire transfer request, and Medallion Services to a Relationship Banker, Sr. Relationship Banker, Asst. Branch Manager, Branch Manager or Consumer Lender, where applicable.
• Assist with coverage needs at all locations, as applicable per Market.
• Refer potential Business Online Banking, Commercial Lending, Mortgage Lending, Wealth Management, Financial Management and Trust Services customers to other areas of the Bank to enhance relationships and build strong internal partnerships.
• Assist with opening and closing procedures of the bank, supporting new employee and ongoing training efforts and day-to-day operational and administrative duties.
• Assure confidentiality of customer information and adhere to all operational, security, risk and regulatory policies and procedures.
• Support the Customer Services Center by assisting with phone inquiries, and provide video banking services, where/when as applicable per Branch.
• Assist other employees, departments and branches to promote teamwork and excellent communication.
• Perform other administrative duties, such as general ledger reconciliation, mass mailings, or account maintenance, as applicable by Branch.
• Refer consumer loan inquiries to a Sr. Relationship Banker, Branch Manager or Consumer Lender, as applicable per Branch.

Requirements:

Education & Experience

• High School Diploma or equivalent required. Previous cash handling and customer service required, preferably in a banking environment.

Knowledge, Skills & Abilities

• Excellent customer service and interpersonal skills.
• Basic computer literacy, with knowledge of computer software (i.e., Microsoft Windows Operating System and Office applications).
• Well organized, accurate and detail oriented.
• Excellent verbal, non-verbal, and written communication skills.
• Ability to work under pressure and multi-task.
• Ability to work independently or in team environment.
• Strong reading, writing, and basic mathematical skills.
• Ability to resolve problems and effectively deal with challenging customer situations.
• Must have reliable transportation.

Reporting to this position: No direct reports.

Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is frequently required to sit or stand. The employee must occasionally lift and/or move up to 50 pounds. The employee will frequently talk on the telephone and use a computer, telephone and other office equipment.
• Work environment: While performing the duties of this job, the employee is constantly located inside an office building.

Hours: Regularly Monday - Friday, 8:00 a.m. - 5:00 p.m., and rotating Saturday mornings