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Client Relationship Specialist
2 months ago
Corporate Title: Universal Banker
Department: Retail Banking
Reports to: Assistant Branch Manager
Schedule: In-office
Compensation: $20 - $22/hour
Company Overview
Founded in 1948, Carver Federal Savings Bank has been a cornerstone in New York City, dedicated to serving African- and Caribbean-American communities that have historically faced barriers to mainstream financial services. With over 65 years of commitment to community development and financial inclusion, we are proud to be one of the largest African-American-managed banks in the nation. Our operations are centered in Harlem, focusing on low- to moderate-income neighborhoods within the New York City metro area. We reinvest over 80% of our deposits back into the communities we serve, and as we aim for growth, we are on the lookout for talented individuals to help elevate our bank to new heights through exceptional products, services, technology, and customer experiences.
Position Summary
The Universal Banker plays a vital role in acquiring new clients and promoting community outreach and development initiatives. This position requires a solid understanding of the Bank's sales processes, and the ability to process customer transactions while providing comprehensive information about various Bank products and services. Universal Bankers must engage with customers in a professional and knowledgeable manner.
Key Responsibilities:
- Client Acquisition: Actively seek new customers through outbound calls, engaging interactions, and following up on referrals from tellers.
- Cross-Selling: Identify and promote additional products and services to existing clients.
- Community Engagement: Schedule and conduct appointments or outreach calls to local community members and businesses to discuss financial solutions; aim for a minimum of two engagements per week.
- Post-Account Follow-Up: Maintain contact with customers after account openings at specified intervals: 10 days, 6 weeks, and three months.
- Customer Service: Address customer service requests to ensure satisfaction and retention.
- Sales Opportunities: Recognize and convert service issues into sales opportunities, particularly during life events.
- Promote Alternative Channels: Encourage the use of online banking, debit cards, and ATMs to enhance customer convenience.
- Service Excellence: Execute service behaviors as outlined in the Customer Service Shopper Program to achieve high customer satisfaction and branch ratings.
- Transaction Processing: Handle customer transactions in person, including cashing checks, deposits, withdrawals, money orders, and cashier's checks.
- Regulatory Compliance: Adhere to all relevant laws, regulations, and Bank policies, including the Bank Secrecy Act and Anti-Money Laundering laws.
- Establish new financial relationships.
- Enhance existing relationships through cross-selling.
- Refer clients to internal partners (e.g., Lending Group, Investment Group).
- Arrange appointments for account reviews.
- Conduct outbound calls to clients.
- High School diploma or equivalent.
- Preferred minimum of two years in a sales role.
- Ability to make informed decisions based on available information.
- Strong communication and interpersonal skills.
- Experience working with the public is required.
- Background in retail or cash handling is advantageous.
- Proficient with computers.
- Customer-focused mindset.
- Detail-oriented with strong numerical skills.
- Basic accounting knowledge is a plus.
- Adherence to sales processes and action plans.
- Ability to follow instructions effectively.
- Demonstrates accountability and teamwork.
- Familiarity with Microsoft Excel and Word is preferred.
