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Customer Service Banking Specialist

2 months ago

Williamsburg, Iowa, United States Hills Bank Full time
*This position is eligible for a Spanish proficiency pay differential*

SCHEDULE: Monday through Friday (8:15 am - 5:45 pm) and every other Saturday (8:15 am- 12:15 pm) for an average of 40 hours per week.

LOCATION: Not specified

BENEFITS: Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families.

SCOPE:

Deliver exceptional service to clients while addressing their financial needs through various retail banking functions. An individual in this role will have mastered and continue to apply all skills expected of previous positions, while acquiring and applying additional skills defined for this level within the Retail Banker Career Path. This position serves not only as a trusted resource for bank clients but also routinely utilizes their knowledge and experience to assist and support colleagues on their team.

ACCOUNTABILITIES:

Service Requests:
  • Manage all standard banking transactions presented by clients in person, through drive-up, via night depository, mail, or digitally.
  • Handle cash and maintain an individual cash drawer to fulfill client requests.
  • Assist clients with access to safe deposit boxes, ensuring all procedures are properly followed.
  • Address both routine and advanced maintenance and service requests and client inquiries regarding existing accounts and services. Support less experienced colleagues with questions or complex cases as needed.
  • Identify banking needs and recommend solutions for both prospective and current clients.
New Accounts:
  • Support the Bank's overall sales efforts through direct sales of deposit products, consumer loans, and related services.
  • Accurately and efficiently open various types of deposit accounts, such as checking, savings, and money market accounts, certificates of deposit, IRAs, safe deposit boxes, and complementary services for consumer, non-personal, and fiduciary relationships.
  • Effectively manage credit card, consumer lending, and home equity lending requests.
  • Ensure that new accounts and relationships are properly onboarded.
Relationship Management:
  • Effectively develop, manage, and grow client relationships through ongoing contacts, recognition of key life events, needs-based cross-selling, etc.
  • Work within defined banking processes to help ensure a consistent, positive experience for clients and success for your branch team.
  • Utilize the bank's Customer Relationship Management (CRM) system to plan for and personalize client interactions and help develop corporate memory, manage referrals, and maintain appropriate entries regarding opportunities and interactions with clients.
  • Proactively reach out to clients through one-on-one contacts, larger retail campaigns, and product promotions throughout the year. This effort will include contacting clients by phone, direct mail, email, and/or app.
  • Maintain the necessary knowledge about bank products and services, and other departments' and colleagues' functions to effectively refer clients to other individuals or departments. Maintain ownership of and follow up on any hand-offs or referrals to ensure they have been handled.
Other duties:
  • Actively participate in office or bank events, represent the bank in professional associations, community organizations, local business groups, etc.
  • Assist Bank personnel with questions on the status of accounts, bank statements, charges, interest, etc., in an efficient, courteous manner.
  • Serve independently as a role model/mentor and trainer and provide support to less experienced team members within the branch and assist with situations that require escalation.
  • Maintain educational and professional expertise through attendance at internal and/or external educational opportunities.
  • Be a Notary Public.
  • Perform other duties as assigned.
EDUCATION AND SPECIAL REQUIREMENTS:
  • High school diploma required. Prefer an associate's degree (AA) from a two-year college or technical school or bachelor's degree.
  • Must have at least 2 years of Retail Banker experience (or outside experience determined to be equivalent).
  • Must have successfully completed all training and evaluation and tenure requirements in the Retail Banker Career Path necessary for transition to this level.
  • Must be able to successfully meet the requirements of the SAFE Act including registering with the Nationwide Mortgage Licensing System & Registry and maintaining their unique identifying number.
  • Must be able to work additional evening and Saturday hours as required.
  • Participate in at least 3 bank sponsored or community events annually.
EQUAL OPPORTUNITY EMPLOYER