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Customer Relationship Specialist

2 months ago

Granby, United States Northwest Community Bank Full time
Job Description

JOB SUMMARY

Under the guidance of the Universal Banker II or other supervisory personnel, the Customer Relationship Specialist is tasked with delivering outstanding customer service while executing transactions accurately and promptly. This role also encompasses the promotion and management of all banking products and services in alignment with the policies and regulations of Northwest Community Bank. The Specialist is expected to recognize sales opportunities, cross-sell products and services, and make referrals to the branch sales team and brokerage staff. Achieving and surpassing the benchmarks set by the Assessment/Deployment Coaching process in sales, service, operations, and personal development is essential.

PRINCIPAL RESPONSIBILITIES

Generating Business and Enhancing Customer Relationships

Collaborate with the team to actively support branch sales initiatives.

Contribute to the attainment of team sales objectives.

Engage in Team Sales Meetings, Sales Campaigns, and branch-focused sales events.

Maintain accurate records of sales tracking outcomes.

Achieve personal targets in quality account openings and referrals for both consumer and business accounts.

Cross-sell products and services, including business offerings, consumer checking accounts, debit cards, e-banking, loan referrals, and other affiliate referrals by identifying customer needs and providing appropriate solutions.

May be required to perform account opening and maintenance tasks.

Delivering Exceptional Customer Service

Provide efficient, effective, and courteous service to customers. Consistently deliver exceptional service by promptly acknowledging customers, maintaining eye contact, using their names, and giving them undivided attention. Utilize standard greetings and farewells, and express gratitude for their business.

Continuously seek ways to enhance the customer experience and communicate these ideas to branch management.

Build strong customer relationships to foster business retention.

Complete all tasks with precision and within established timelines.

Escalate customer complaints to the supervisor as necessary.

Adhering to Policies, Procedures, and Ensuring Operational Integrity

Perform a variety of transactions to service customers, including processing deposits, withdrawals, payments, cashing checks, redeeming bonds, and scanning daily work.

Execute operational functions while adhering to the policies and procedures outlined in the bank's manuals (e.g., Reg. CC, BSA). Maintain and oversee wire authority of up to $50,000.

Balance transactions and cash at the end of the day and participate in branch settlement activities. May assist in balancing the ATM, Coin Machine, and Cash Vault.

Handle tasks such as answering phones, filing, escorting for safe deposit boxes, and conducting audits.

Perform all duties in compliance with regulatory guidelines.

Identifying Cross-Training Opportunities and Personal Development

Strive for continuous improvement in personal development through enhanced knowledge of policies, products, and banking practices.

Stay informed about the bank's products and services, as well as its policies and procedures.

Attend relevant seminars and courses to update and advance skills and knowledge.

Volunteer for special projects within the scope of job responsibilities.

Participate in community events to establish beneficial relationships for the bank.

EDUCATION/EXPERIENCE REQUIREMENTS

A high school diploma or equivalent is required, along with 3 to 6 months of relevant experience in banking, retail, or sales. Demonstrated customer service and sales skills are essential. Strong communication, problem-solving, and organizational skills are necessary. Proven ability to interact positively and professionally with customers and colleagues. Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint, is required. Flexibility to work extended or weekend hours is expected. Regular attendance is a critical function of this position.

INITIATIVE

Tasks are generally standardized and routine, with some judgment required in cross-selling bank products and services while ensuring compliance with bank and regulatory policies. Supervision is provided through intermittent checks, with all issues referred to the supervisor.

RESPONSIBILITY

Most errors are detected and corrected promptly. Non-compliance with policies and regulations, such as accepting fraudulent checks, could result in financial loss for the bank. Most work is verified or checked, and corrections may involve some follow-up by others. Poor customer service could lead to loss of business for the bank. Failure to sell or cross-sell may result in lost future revenue. This position has significant access to customer account information and requires frequent daily contact with customers to process transactions. Contacts within the bank are primarily with immediate peers and supervisors for routine information exchange.

SUPERVISION

This position does not involve supervisory responsibilities.

POSITION CONDITIONS

Normal working conditions apply. While performing the duties of this job, the employee is regularly required to sit, use hands to manipulate controls, and communicate verbally. The employee may occasionally be required to stand, walk, reach with hands and arms, and stoop or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required for this job include close vision and the ability to adjust focus for extended periods on computer screens.