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Client Relations Associate

2 months ago

Irondale, Missouri, United States S and T Bank Full time
Location: S and T Bank

Work Schedule:

Monday - Thursday: 8:30 AM - 4:00 PM

Friday: 8:30 AM - 5:00 PM

(Flexibility required based on operational hours)

Role Overview: This position involves managing a customer service interface to deliver exceptional assistance on a range of transactions. The representative will propose solutions and alternatives to clients and direct them to the appropriate departments within the bank. The role also includes addressing and resolving client inquiries and concerns efficiently and accurately.

Key Responsibilities:
  • Acquire a comprehensive skill set, including proficiency in banking operations, a solid understanding of policies and procedures, and knowledge of the bank's products and services available to clients.
  • Exhibit precision and balancing capabilities by maintaining a balancing rate of 85% in accordance with established Retail Policies and Procedures.
  • Demonstrate awareness of Consumer Banking Customer Service Standards and provide each client with outstanding service as directed by management.
  • Utilize a combination of knowledge regarding Customer Service Information Systems, service skills, product knowledge, and procedural understanding to effectively manage a customer service interface, ensuring exceptional service on various transactions, including:
    • Employing Computer Inquiry Systems to accurately identify clients, verify transaction authenticity, and complete necessary steps to safeguard clients and the bank from fraud.
    • Processing deposits, confirming endorsements, and issuing receipts.
    • Cashing checks or coupons, verifying client identities, endorsements, and balances, and referring clients to management for authorization when necessary.
    • Handling savings deposits and withdrawals along with related tasks.
    • Providing additional services such as bank money orders and other offerings.
    • Accepting various loan payments or other types of payments.
    • Daily balancing of cash drawers.
    • Assisting with ATM balancing and settlement as required.
    • Supporting vault balancing upon request.
  • Promote the bank's offerings, respond to inquiries regarding banking matters, and guide clients to specialized departments for additional services. Identify client needs through profiling to enhance relationships and develop new clientele to boost market share and profitability.
  • Contribute to the Branch Sales/Service Strategy as outlined by management
    • Utilize the Sales & Service Opportunity tool to track clients introduced to banking specialists.
  • Provide services such as night deposits, mail deposits, and safe deposit access as needed.
  • Foster positive relationships with bank clients and seek to contribute to branch growth by generating leads for the Personal Banker platform.
  • Maintain a collaborative relationship with all bank personnel. Exhibit strong interpersonal skills with the ability to work independently while also being motivated to collaborate as a team player to enhance branch success and, consequently, the organization.
  • Participate in and successfully complete all required training on Customer Service Information Systems, regulatory knowledge, and product information as necessary.
  • Perform additional duties as assigned.
Physical Requirements:

Engage with a keypad device for approximately 70% of the workday; operate electronic equipment for about 10% of the time; and use office equipment for another 10%. Standing is required for 2 hours daily, while sitting is necessary for 5 hours in a supportive position. Regularly lift up to 10 lbs. twice daily, with a maximum lift of 20 lbs. once per day. Occasionally, the role may require lifting or moving up to 50 lbs. Manual dexterity is essential for typing and data entry for up to 40% of the workday. Specific vision requirements include close vision for computer tasks. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Educational Background:

A high school diploma or equivalent basic academic education is required.

Experience:

One to two years of general experience along with successful completion of the retail training program is necessary.

Equal Opportunity Employer:

We are committed to providing equal employment opportunities to all individuals, including protected veterans and individuals with disabilities.