Customer Relationship Banker II

2 weeks ago

Cuyahoga Falls, Ohio, United States Westfield Bank Full time
Job Overview

This position is a floating role, covering various locations with reimbursement for travel expenses.

Position Summary

The Universal Banker II (UB II) is dedicated to delivering exceptional customer service to clients of Westfield Bank, aiming to strengthen client relationships through comprehensive engagement with the Sales and Service Excellence framework. In the absence of the immediate supervisor, the UB II assumes their responsibilities, ensuring operational procedures are executed effectively.

Key Responsibilities

  1. Deliver outstanding customer service aligned with the Bank's established policies and procedures, including account management for individual and business clients, promoting bank products, and accurately processing transactions.
  2. Facilitate the opening of various deposit accounts, including IRAs, Estate and Trust accounts, as well as business and personal banking requests.
  3. Maintain expertise in and promote direct auto loans, credit card offerings, and overdraft lines of credit.
  4. Collaborate with the immediate supervisor to ensure all branch operational tasks are completed with precision and professionalism, including audits and daily branch closing procedures.
  5. Assist in managing daily branch activities and serve as a resource for team members regarding bank policies.
  6. Compile and provide operational reports to the Retail Operations Manager as needed.
  7. Handle customer interactions at the branch and drive-thru, addressing inquiries and resolving issues efficiently.
  8. Aim to meet individual sales objectives while contributing to the overall branch performance in sales and customer satisfaction.
  9. Investigate account transactions to provide accurate information and resolve inquiries.
  10. Make referrals to specialized bankers in other departments as necessary.
  11. Stay informed about all bank products and services, including Checking Accounts, Savings Accounts, and other financial offerings.
  12. Engage in outbound calls and participate in promotional campaigns to enhance service and sales efforts.
  13. Perform routine account maintenance tasks and assist with business banking accounts as required.
  14. Provide effective service to customers, ensuring the resolution of complaints and errors.
  15. Actively promote bank products through customer interactions and educate clients on self-service options.
  16. Adhere to the Bank's internal policies and regulatory requirements relevant to this role.
  17. Assist with requests from regulatory bodies and internal/external audits.
  18. Occasionally travel to fulfill job responsibilities, including training and special assignments.

Qualifications

  1. Minimum of 2 years of relevant banking experience.
  2. At least 1 year of experience in customer service.
  3. Strong communication skills, both verbal and written, with the ability to recommend bank products effectively.
  4. Proven attention to detail and accuracy in previous roles.
  5. Demonstrated initiative and leadership potential.
  6. Proficiency in Microsoft Windows and Office Suite.
  7. Ability to thrive in a fast-paced environment while managing multiple priorities.
  8. Willingness to work overtime as needed.
  9. High School Diploma or equivalent experience.
  10. Valid driver's license with a satisfactory driving record.

Physical Demands

The physical requirements outlined here represent those necessary for successful job performance:

  • Ability to work in an office setting for extended periods, including sitting and using a computer.
  • Effective communication skills using various technologies.
  • Willingness to travel as required.
  • Ability to work overtime when necessary.

This job description outlines the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties and responsibilities, which may be subject to change as needed.

We are an equal opportunity employer, committed to diversity and inclusion.

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