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Client Relationship Specialist

2 months ago

Framingham, Massachusetts, United States MutualOne Bank Full time
Job Overview

Position Title: Personal Banker I

Department: Retail Banking

Reporting To: Branch Manager

Supervision: None

Classification: Non-exempt

Summary / Objective

The Personal Banker plays a vital role in delivering outstanding customer service by leveraging comprehensive knowledge of financial products, identifying clients' unrecognized needs, and fostering effective communication with colleagues.

Experience & Education Requirements:
  • Bachelor's degree or equivalent experience in sales and service
  • Strong interpersonal, communication, and computer skills
  • Multilingual capabilities are preferred
Key Responsibilities:
  • Facilitates a wide array of customer services, including account openings, product explanations, and information gathering for account management
  • Provides extensive electronic banking assistance to clients
  • Engages with customers to uncover both their expressed and latent financial needs
  • Completes transactions efficiently while maintaining high standards of written and verbal communication
  • Stays informed about branch policies and procedures
  • Participates in initiatives aimed at generating new business opportunities
  • Handles IRA and CD transactions and assists with teller functions to meet customer needs
  • Delivers clarity to clients through straightforward guidance and expertise
  • Interacts with customers via phone and in-person
  • May support multiple branch locations as required
  • Ensures compliance with all operational, regulatory, and security protocols while minimizing risks
  • Contributes to achieving organizational goals through collaborative efforts and process improvement suggestions
Required Knowledge, Skills & Abilities:

• Fundamental understanding of financial products and services with a willingness to learn more

• Ability to assess customer needs, provide sound recommendations, and cultivate relationships to enhance sales opportunities

• Proficient written and verbal communication skills, along with computer literacy

• Professional demeanor, including appropriate business attire, courtesy, tact, and conflict resolution skills

• Strong critical thinking and problem-solving abilities

• Adaptability to changing demands and requirements

• Successful completion of in-house or approved training programs

• Adherence to BSA regulations as applicable to the role

Physical Demands and Work Environment:

• Ability to operate standard office equipment such as computers, phones, and photocopiers

• Requires manual dexterity and the capability to lift up to 25 pounds (e.g., cash drawers, money/coins)

• May require occasional access to the exterior of the bank for ATM and drive-up service

• Local travel to other worksites may be necessary

• Ability to sit or stand for extended periods

• Flexibility to work hours that meet the bank's operational needs, including early mornings, evenings, and weekends

Additional Responsibilities

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities that may be assigned. Additional tasks, both related and unrelated to the above, may be required as necessary.