Branch Support Specialist

Branch Support Specialist

Overview:

The Branch Support Specialist focuses on providing outstanding customer service by offering sales, assistance, and digital interaction for Consumer and Business Banking clients. They assist in the smooth operation of branch activities, cater to customer sales and service requirements, and organize customer meetings to uncover needs and direct intricate matters to the right colleagues.

Branch Specialist Key Responsibilities:

• Foster customer engagement by providing details on Consumer and Business Banking services. Recommend appropriate solutions based on individual preferences and highlight the importance of utilizing digital banking features for secure and efficient banking transactions.
• Handling appointments and consultations involves overseeing customer visits, whether they are pre-arranged or impromptu, to pinpoint their financial requirements and facilitate their referral to suitable banking specialists for intricate matters.
• Reach out to customers proactively to bolster retention and expand relationship networks.
• Lobby Administration: Proactively participate in lobby administration by welcoming clients, responding to questions, and taking responsibility for promptly addressing urgent banking requirements.
• Assist in daily branch operations through Operational Support, including helping with customer transactions, resolving overdraft issues, and ensuring adherence to internal protocols. Complete operational tasks as necessary.
• Compliance and Risk Management: Keeping up-to-date with Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) procedures. Recognizing and reporting suspected fraudulent activities. Guaranteeing adherence to operational and regulatory guidelines.
• Customer Resolution: Efficiently manage customer complaints by accurately documenting and following up on them promptly. Ensure timely and effective resolution of customer issues.
• Sales Referrals involve recognizing potential sales chances and directing clients to suitable banking associates for specific product recommendations.

Scope of Responsibilities:

• Deliver outstanding assistance and address customer concerns effectively.
• Increase branch revenue and enhance customer satisfaction through targeted sales efforts.
• Manage various responsibilities within the department, including initiating new account setups and completing loan applications, as well as addressing customer issues and facilitating financial transactions.
• Demonstrate empathy and customer-centric behavior, be adaptable to various needs, and show proficiency in digital fluency during all customer interactions.

Necessary background in academia and practical roles:

• Meeting the educational standard with either a high school diploma or GED.
• A minimum of one year of background in retail sales, call center operations, customer service, or telesales is required.
• Ability to excel in verbal and interpersonal communication skills.
• Proficiency in managing challenging customer interactions and diverse customer requirements.
• Well-organized with strong time management and prioritization skills.
• Capability to perform effectively in a rapid teamwork setting while facing high-pressure situations.
• Proficient in internet-related technological competencies.

Preferred Qualifications:

• Bilingual competency tailored to specific branch requirements.
• Demonstrated expertise in driving sales or securing referrals.
• Physical Requirements:
• The capacity to remain upright for extended durations.
• Persistent use of hands and fingers over an extended timeframe.
• Capability to raise objects weighing between 5 and 30 pounds.
• Knack for understanding fine print.
• Capacity to engage with clients in a physical workspace.

Apply Now