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Client Services Specialist

2 months ago

Bend, Oregon, United States Summit Bank Full time
Job Overview

POSITION TITLE: Universal Banker

REPORTS TO: Branch Operations Supervisor

FLSA STATUS: Non-Exempt

EMPLOYMENT TYPE: Full Time

WORKING HOURS: Monday – Friday 8:30am – 5:30pm

BREAKS: One (1) paid 15-minute break for every four (4) hours worked, plus one (1) unpaid sixty (60) minute meal break.

POSITION SUMMARY

The Universal Banker is responsible for creating a welcoming environment for clients as they enter the branch. This role involves identifying client needs for a range of banking services through a proactive sales approach. The individual will build rapport and trust with clients by embodying a spirit of 'friendly professionalism' to exceed client expectations. This position requires adherence to bank policies and compliance with all relevant state and federal regulations.

KEY RESPONSIBILITIES

  1. Welcome clients upon entry into the branch lobby. Present banking products and services, or direct clients to the appropriate department. Refer clients to Lending Advisors or other team members as necessary.
  2. Demonstrate comprehensive knowledge of various banking products and services, assisting retail clients in a courteous and friendly manner. Guide clients in selecting services that best meet their needs while promoting additional bank offerings.
  3. Identify existing clients who may benefit from additional banking products/services and proactively engage them to discuss further opportunities.
  4. Process savings, checking, and loan transactions with minimal assistance. Accurately post transactions and maintain the general ledger based on prior day’s activities.
  5. Cash checks in accordance with established policies.
  6. Provide operational support by managing vault cash, processing cash shipments, ordering checks, and handling wire transfers.
  7. Maintain proficiency in balancing cash drawers, reconciling daily transactions, and preparing end-of-day deposits with limited supervision. Address any discrepancies in cash balances as needed.
  8. Understand and manage the Bank's Customer Information File (CIF) system, maintaining signature card files and reporting any discrepancies to the Senior Client Services Officer or Compliance/Risk Officer.
  9. Explain online banking services to both new and existing clients.
  10. Familiarize oneself with Bank policies, FPS Banking System, and other relevant computer systems as outlined in the Policy Manual.
  11. Utilize computer terminals or personal computers to assist customers with services such as stop payment orders, monetary transfers, changes to account ownership, account research, and bill pay services within designated authority.
  12. Address inquiries or refer them to the appropriate department, ensuring thorough follow-up with clients and colleagues.
  13. Take on special projects as assigned, gathering data and preparing reports for management review.
  14. Maintain organized paper file systems to ensure easy access to necessary documents and consistent documentation.
  15. Provide backup support to the Business Courier as needed.
  16. Offer coverage for other branches as required.

ADDITIONAL RESPONSIBILITIES

  1. Assist with various departmental functions during team member absences or peak periods.
  2. Complete assigned Compliance Training and ensure adherence to the Bank's BSA/AML policies and procedures.
  3. Support Client Services Advisors in opening accounts across all product lines, providing necessary documentation and follow-up support.
  4. Help manage client accounts by facilitating the opening and closing of certificates of deposit, personal and business accounts, and safe deposit boxes, ensuring compliance with Bank, BSA, and Patriot Act requirements.

GENERAL EXPECTATIONS

  1. Deliver exceptional customer service to all internal and external clients.
  2. Demonstrate respect for others, uphold commitments, inspire trust, and act with integrity while adhering to organizational values.
  3. Follow established policies and procedures, completing administrative tasks accurately and on time while contributing to the Bank's profitability through cost control.
  4. Exercise sound judgment in decision-making, recognizing opportunities and addressing challenges proactively.
  5. Perform duties safely, reporting any potentially hazardous conditions.
  6. Adhere to established schedules, arriving punctually and maintaining a positive attitude.
  7. Support the Bank's objectives and values through community involvement.
  8. Perform any other duties as assigned by management.

MINIMUM QUALIFICATIONS

The following specifications outline the minimum experience typically required for satisfactory performance in this role. Individual capabilities may vary.

  1. Ability to cultivate and maintain strong working relationships with clients, managers, and colleagues.
  2. One (1) year of experience in teller cash-handling and customer service.
  3. Professional demeanor with the ability to maintain high energy levels.
  4. Team-oriented mindset.
  5. Strong verbal, written, and interpersonal communication skills, with the ability to follow instructions and communicate clearly with clients and colleagues.
  6. Attention to detail.
  7. Ability to read, analyze, and interpret technical procedures and processes.
  8. Intermediate computer skills to meet the demands of the position.
  9. Effective organizational and time management skills.
  10. Ability to work independently while handling confidential information with discretion.
  11. High School Diploma or equivalent preferred.

PREFERRED QUALIFICATIONS

  1. Basic knowledge of banking products, policies, operations, and regulations, including checking and savings accounts, gained through prior experience in a financial institution.

PHYSICAL DEMANDS

  1. Repetitive hand movements such as grasping, twisting, and finger dexterity for clerical tasks like typing and maintaining files.
  2. Frequent use of arms for opening and closing drawers and cabinets.
  3. Ability to sit or stand for extended periods at the workstation.
  4. Capability to bend, reach, and occasionally lift and carry up to 30 pounds.
  5. Continuous clarity of vision at 20 inches or less for effective work processing.