Customer Relationship Banker

2 months ago

Springfield, Illinois, United States Southern Bank Full time

Job Summary

This position is a float-based role at Southern Bank, with the primary goal of expanding and retaining customer relationships by proactively meeting with customers to discover their financial needs and provide product and service recommendations.

Key Responsibilities

  • Participate in a welcoming lobby experience, working with or directing customers to an appropriate team member based on their identified needs and encouraging utilization of products when necessary;
  • Take ownership of the customer experience, including opening accounts, cross-selling other products, and resolving issues as appropriate;
  • Build new customer relationships through frequent interactions with customers; proactively contact customers to ensure customer satisfaction;
  • Proactively educate customers on utilizing available access channels;
  • Maintain thorough knowledge of bank policy and procedures required, including but not limited to processing retail and commercial transactions, ATM/ITM settlement, night depository, vault cash, safe deposit, opening/closing procedures, ordering cash, and preparation of cash for shipment and receipt of cash shipment;
  • Maintain thorough knowledge of bank regulatory requirements included but not limited to Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy and Information Security;
  • Maintain proficiency in all bank products and services throughout all delivery channels including; but not limited to, deposit products and electronic services as well as loan products;
  • Maintain trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers;
  • Adhere to Southern Bank Telephone Standards, supporting a favorable environment for open communication and addressing concerns or problems in an open manner;
  • Maintain reliable attendance with the ability to work a schedule that may include working nights, weekends, and holidays;
  • Assist in bank mergers which may require overnight stays for a week at a time;
  • Assist at various branches across Southern Bank's footprint when needed and travel for training on a quarterly basis;

Requirements

  • Demonstrated positive and helpful attitude toward both internal and external customers;
  • Ability to multi-task and work under high-stress situations;
  • Capability to work in different environments and adjust to different surroundings often;
  • Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees, and supervisors;
  • Good computer skills;
  • Excellent customer service skills;
  • One year of banking experience preferred;
  • High school diploma or equivalent;

Core Competencies

  • Building Trust – Interacting with others in a way that gives them confidence in one's intentions and those of the organization;
  • Customer Focus – Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers' and own organization's needs;
  • Contributing to Team Success - Actively participating as a member of a team to move the team toward the completion of goals;
  • Applied Learning - Assimilating and applying new job-related information in a timely manner;
  • Building Customer Loyalty – Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty;
  • Managing Work (includes Time Management) – Effectively managing one's time and resources to ensure that work is completed efficiently;
  • Sales Ability/Persuasiveness – Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients;

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