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Responsibilities
- Grow existing customer relationships and acquire new ones through consistent sales execution, lead management, and proactive cross-selling.
- Deliver exceptional customer service in alignment with the bank's mission, engaging customers with friendly, professional, and solution-oriented service.
- Maintain strong knowledge of all bank products and services, effectively educating customers and cross-selling to meet their financial needs.
- Present a confident and professional demeanor to establish trust, assess customer needs, and recommend appropriate financial solutions.
- Meet with customers to conduct financial needs assessments, maximize sales opportunities, and provide full-service support.
- Open new accounts, including checking, savings, CDs, and IRAs.
- Discuss and sell loan products to existing and prospective customers.
- Demonstrate and promote online and mobile banking capabilities.
- Meet customer expectations and achieve service quality standards.
- Participate in and oversee the sales referral process ensuring customer financial needs are met.
- Assist management in coaching and mentoring branch staff.
- Perform all customer transactions efficiently while leveraging technology to enhance service.
- Maintain and balance a cash drawer and utilize teller scanning equipment, cash recyclers, cash dispensers, and coin machines.
- Serve as Vault Teller ensuring adequate branch cash levels by managing currency and coin orders, shipments, and distribution to tellers within established limits.
- Participate in community events and support CRA initiatives, activities, and programs.
- Report significant matters, issues, and unusual customer activity to management.
- Maintain strong knowledge of compliance and regulatory requirements.
- Adhere to the bank's code of conduct and all policies and procedures.
Requirements
- Excellent verbal and written communication skills.
- Ability to write correspondence and appropriately and accurately demonstrate products and services to customers.
- Excellent interpersonal and customer service skills, including attentiveness, information retention, tact, and diplomacy in dealing with both customers and employees.
- Strong analytical, problem-solving, and decision-making skills to effectively uncover and resolve complex customer issues.
- Ability to make sound decisions, including on-the-spot decisions regarding customer transactions, weighing customer satisfaction against bank exposure to loss or fraud.
- Ability to think through and rationalize decisions.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or scheduled form.
- Deep understanding of Retail Banking and strong Customer Service Skills with the ability to engage customers in conversation regarding products and services.
- Detail-oriented with strong organizational skills and a high degree of accuracy.
- Ability to manage multiple projects simultaneously.
- Proficient computer skills.
Skills
- Customer Service
- Sales
- Lead Management
- Cross-selling
- Financial Needs Assessment
- Account Opening
- Loan Product Sales
- Online and Mobile Banking Promotion
- Cash Handling
- Vault Teller Operations
- Compliance
- Regulatory Requirements
- Verbal Communication
- Written Communication
- Interpersonal Skills
- Analytical Skills
- Problem Solving
- Decision Making
- Organizational Skills
- Computer Proficiency
Experience Level
- Minimum of one year experience in customer service, retail sales and service position with cash handling, or a similar role.
Education Level
- High School Diploma or GED equivalent
- Associates degree or Bachelors' degree with concentration in accounting, business, finance, economics or a related field.