Client Relations Specialist

2 weeks ago


Brooklyn, New York, United States Popular Full time

Position Overview:
The Customer Engagement Associate plays a pivotal role in a branch, undertaking a dual function as required.

This role involves promoting bank products and services to fulfill the needs of both current and prospective clients while delivering exceptional service aligned with the bank's objectives for growth, profitability, and customer satisfaction.

The Customer Engagement Associate is tasked with the precise execution of customer transactions, ensuring a courteous, prompt, and informative service that leaves customers fully satisfied. The focus is on understanding clients' needs and providing customized solutions through a premier customer experience.

Key Responsibilities:

Sales:
- Collaborate with branch leadership to achieve or surpass individual targets.
- Establish effective, trust-based relationships with clients by actively listening and uncovering their needs to gain comprehensive insights into their financial priorities, offering the most suitable products and services.
- Conduct sales initiatives to collect data and drive business to the branch, including in-person or phone consultations with clients and potential clients, as well as community engagement.

- Support marketing efforts and product introductions, adapting sales strategies and utilizing marketing tools and branch technology to achieve objectives.
- Educate clients on self-service options and promote the use of digital banking channels (e.g., smart ATMs, online and mobile banking, online transfers, etc.).

Operations:
- Adhere to all bank policies and regulations to ensure compliance during assessments and audits.
- Accurately perform teller transactions in accordance with established policies and legal requirements.
- Assist with the processing of night deposits and ATM settlements as necessary.

Customer Experience:
- Consistently execute sales and service functions by upholding the bank's core values: professionalism, accountability, customer focus, and security.
- Foster an environment of continuous customer feedback and improvement.
- Address customer requests for account updates or closures, identifying reasons for dissatisfaction and proposing viable alternatives; ensure compliance in processing account maintenance.

Risk Management:
- Assist in managing compliance tasks, including reconciliations, audits, reporting, and records management, ensuring strict adherence to security protocols.
- Collect and secure necessary documentation for successful account openings, notifying supervisors of any suspicious activities.

Qualifications:
- High School Diploma or equivalent, with a minimum of one year of proven sales experience and six months of cash handling experience or related training.
- NMLS registration; Safe Act compliant.

About Popular:
Popular is a leading financial institution dedicated to providing a wide range of services and financial solutions to our customers across various regions. Our commitment to customer satisfaction and community support drives our operations.

We value the diverse skills and experiences of our employees, recognizing their essential role in delivering quality financial services, especially during challenging times.



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