Senior Client Services Representative
2 weeks ago
Position Overview:
The Senior Client Services Representative plays a crucial role in understanding and addressing the banking needs of our clients. This position involves guiding customers in selecting the most suitable accounts and services tailored to their specific requirements. The representative is responsible for efficiently opening new accounts and cross-selling various banking products while ensuring that all transactions are processed accurately. Upholding the highest standards of service, this role is vital in meeting the expectations of both internal and external stakeholders, all while representing the organization with professionalism and courtesy.
Key Responsibilities:
- Serve as the branch authority on the new account opening process using the bank's designated platform.
- Ensure timely and accurate production of signature cards and other necessary documentation.
- Maintain exceptional service levels for all banking customers.
- Assist in resolving customer issues to uphold a high standard of satisfaction, acting as the primary escalation point for complex inquiries.
- Demonstrate proficiency in all teller operations, safe deposit management, ATM balancing, and related systems.
- Process wire transfers as needed.
- Conduct follow-up calls for accounts opened by other representatives.
- Possess a thorough understanding of legal documentation requirements for both individual and business accounts.
- Act as a dual custodian for vault contents, cash, keys, and other sensitive materials.
- Perform administrative tasks such as filing, copying, and scanning.
- Manage the general phone line, addressing customer inquiries or directing calls appropriately.
- Exhibit strong interpersonal and communication skills with colleagues, clients, and external contacts.
- Identify and act on cross-selling opportunities as they arise.
- Complete additional duties as assigned.
This role involves direct interaction with clients and prospects, necessitating adherence to BSA/AML regulations. The representative must understand and comply with the bank's BSA/AML policies, including reporting any suspicious activities to the designated officer. Furthermore, a comprehensive understanding of the bank's compliance program is essential.
Physical Requirements:- Regularly engage in verbal communication and active listening.
- Frequently utilize hands and fingers for handling tasks, reaching, and manipulating objects.
- Remain seated for extended periods.
- Occasionally stand and walk as required.
- Lift items weighing up to 25 pounds on occasion.
- Possess specific vision capabilities, including close vision and the ability to focus.
- May require occasional travel between banking locations.
- A minimum of 5 years of experience in the banking sector.
- At least 2 years of experience in new account management.
- A minimum of 1 year of sales experience.
- Comprehensive knowledge of banking policies, procedures, and regulatory compliance.
- Experience in cash handling is mandatory.
- Customer Orientation
- Technical Proficiency
- Problem-Solving Skills
- Organizational Abilities
- Sound Judgment
- Team Collaboration
- Composure Under Pressure
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