Floating Retail Specialist

Job Description:Floating Retail Specialist

The Floating Retail Specialist specializes in delivering an exceptional customer experience through sales, service, and digital engagement for both Consumer and Business Banking customers. This role supports daily branch operations, meets customer service and sales needs, and manages customer appointments to identify needs and refer complex issues to appropriate team members.

Key Responsibilities:

• Initiate customer involvement by educating them about the various Consumer and Business Banking offerings accessible. Provide recommendations that align with customer needs and highlight the advantages of leveraging digital banking features.
• Appointment scheduling and consultations aim to oversee client meetings, whether they are planned or spontaneous, in order to recognize their financial needs and enable a seamless introduction to appropriate banking experts for challenging issues.
• Initiate contact with customers proactively to promote loyalty and cultivate stronger connections.
• Reception Management: Manage the lobby reception effectively by welcoming customers, responding to inquiries, and taking responsibility for solving urgent banking needs.
• Engage in Operational Support by assisting with routine branch operations, such as managing customer transactions, resolving overdraft concerns, and ensuring alignment with internal systems. Execute operational duties as needed.
• Ensuring Compliance and Risk Management: Keeping abreast of Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) procedures. Detecting and escalating potential fraud cases. Confirming compliance with operational and regulatory standards.
• Customer Resolution: Address customer grievances promptly and accurately, documenting them correctly for subsequent follow-up. Ensure efficient and satisfactory resolution of customer complaints.
• Sales Referrals involve identifying sales opportunities and referring clients to the proper banking collaborators for specific product solutions.

Scope of Responsibilities:

• Provide exceptional support and effectively resolve any customer issues that arise.
• Enhance branch sales and enrich the customer experience through strategic methods.
• Undertake diverse roles within the branch, such as commencing new account procedures, originating loans, resolving issues, and processing transactions.
• Show understanding and customer-centricity in all interactions, be adaptable to different situations, and demonstrate adeptness in digital skills during engagements with customers.

Qualifications in both academic and practical realms:

• Attainment of a GED or high school diploma.
• Candidates are expected to have a minimum of one year of experience in retail sales, call center roles, customer service, or telesales.
• Strong at conveying messages and connecting with others through verbal and interpersonal means.
• Skill in managing challenging customer interactions and addressing varying customer needs effectively.
• Well-organized with strong time management and prioritization skills.
• Capacity to excel under pressure while contributing to a swift team dynamic.
• Skillful in handling web-based technologies.

Preferred Qualifications:

• Modifying bilingual skills to meet the needs of the branch.
• Validated effectiveness in sales strategies or referral initiatives.
• Physical Requirements:
• The aptitude for standing without sitting for an extended length of time.
• Lengthy periods of hands and fingers being actively involved.
• Capacity to elevate items ranging from light to heavy (5-30 lbs) in weight.
• Proficiency in understanding minute print.
• Aptitude for face-to-face interactions with clients in a professional setting.

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