Retail Banking Associate

3 weeks ago

Victoria, Minnesota, United States Park State Bank Full time

CORE VALUES: At Park State Bank, we uphold our core values of GROWTH, TEAMWORK, RESPONSIVENESS, TRANSPARENCY, and INNOVATION in every aspect of our operations.

MISSION: Our mission is to provide exceptional client service, innovative banking solutions, and a welcoming community experience.

POSITION SUMMARY: This role is dedicated to delivering superior customer service by efficiently managing various client communication channels, including phone calls, emails, website inquiries, and online chats. The position involves assisting clients with their account requirements and providing comprehensive information about consumer and mortgage loans, as well as other banking products and services. Routine teller responsibilities may also be included, with a willingness to adapt to different locations as necessary.

PRIMARY RESPONSIBILITIES:

  1. Facilitate seamless banking experiences by promptly addressing inquiries and concerns from clients and bank personnel.
  2. Resolve customer inquiries, complaints, and requests through telephone, email, and online platforms, ensuring adherence to internal policies and leveraging knowledge of the bank's offerings.
  3. Guide clients in utilizing self-service banking options such as Telephone Banking, Debit Cards, Online Banking, Bill Payment, Mobile Banking, and Mobile Deposit, including the approval of Mobile Banking transactions and fraud monitoring.
  4. Investigate and address client issues, escalating complex situations to the appropriate personnel when necessary.
  5. Deliver personalized service to foster customer satisfaction and retention, identifying client needs and promoting relevant bank products and services.
  6. Comply with all regulatory standards and internal risk controls to maintain operational integrity.

SECONDARY RESPONSIBILITIES:

  • Perform additional duties as assigned.

COMPETENCIES:

  • Customer Focus
  • Results Driven
  • Integrity
  • Proactive Approach
  • Team Collaboration

SKILLS AND ABILITIES:

  • Excellent communication abilities
  • Strong customer service orientation
  • Ability to maintain confidentiality of sensitive information
  • Resourceful and organized with strong multitasking capabilities
  • Effective problem-solving and decision-making skills
  • Meticulous attention to detail

PERFORMANCE MEASURES:

  • Achieve or surpass annual performance goals set by management
  • Ensure accurate and efficient balancing of transactions
  • Safeguard the confidentiality of customer account details
  • Follow established protocols in responding to inquiries
  • Engage in ongoing training, including sales and service development
  • Adhere to all relevant regulations related to job responsibilities
  • Foster effective communication and relationships with colleagues and clients

WORKING CONDITIONS:

This role requires the ability to manage stressful situations and thrive in a fast-paced environment while maintaining composure and precision. Strong interpersonal and organizational skills are essential, along with a passion for public interaction. Clear and pleasant communication is a must.

Flexibility in working hours may be necessary.

Meeting deadlines, multitasking, and adjusting priorities are crucial. The ability to work collaboratively with all levels of management and external partners is important. Confidentiality is paramount, as the role involves access to sensitive customer and bank information.

The position is primarily office-based, requiring the ability to lift light objects and remain stationary for extended periods. Frequent use of computers and office equipment is expected, along with regular communication with clients and colleagues.

EDUCATION:

  • High school diploma with additional training in banking or retail operations.

EXPERIENCE:

  • 1-3 years of relevant experience in retail banking.

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