Floating Business Banking Specialist

Job Description:Floating Business Banking Specialist

The Floating Business Banking Specialist's primary responsibility is to ensure a superb customer journey by engaging in sales, service, and online communication with both Consumer and Business Banking clientele. They play a crucial role in managing daily branch functions, addressing customer service and sales demands, and coordinating customer meetings to pinpoint requirements and delegate complex issues to suitable staff members.

Key Responsibilities:

• Enhance customer engagement by providing insights into Consumer and Business Banking solutions. Recommend services that cater to specific customer needs and promote the utilization of digital banking features for added convenience.
• 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.
• Proactively engage with customers to reinforce retention efforts and strengthen relationships.
• Customer Service: Provide customer service in the lobby by welcoming clients, responding to inquiries, and taking charge of addressing immediate banking needs.
• Participate in Operational Support by contributing to routine branch operations like handling customer transactions, resolving overdraft disputes, and ensuring compliance with internal frameworks. Carry out operational duties as necessary.
• Maintain Compliance and Risk Management: Staying informed about Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) protocols. Detect and raise awareness of potential fraud incidents. Confirming compliance with operational and regulatory criteria.
• Customer Resolution: Manage customer feedback by promptly logging and addressing complaints, ensuring accurate documentation and timely follow-up. Guarantee effective and timely resolution of customer issues.
• Sales Referrals involve spotting potential sales leads and steering customers towards the right banking collaborators for personalized product offerings.

Scope of Responsibilities:

• Deliver exceptional support and handle customer problems in a timely manner.
• Improve branch sales outcomes and enhance the overall customer journey.
• Flexibility to handle a range of tasks within the division, such as commencing account openings and managing loan initiation, in addition to resolving issues and conducting transaction processing.
• Demonstrate compassion and attentiveness towards customers, focus on their needs and preferences, be open to flexibility, and exhibit proficiency in digital competence during customer interactions.

Standards related to academic credentials and job history:

• Requirement of a high school diploma or its GED equivalent.
• Individuals applying for the position should have a minimum of one year of exposure to retail sales, call center tasks, customer service, or telesales.
• Capable of clear and compelling verbal and interpersonal communication.
• Skill in navigating tough customer dialogues and differing customer demands.
• Well-organized with strong time management and prioritization skills.
• Proficient in adapting to and excelling in a fast-paced, pressure-filled team setting.
• Competent in utilizing technology at an online level.

Preferred Qualifications:

• Adapting bilingual proficiency to cater to branch necessities.
• Established track record in sales performance or generating referrals.
• Physical Requirements:
• The capacity to withstand long periods on one's feet.
• Persistent application of hands and fingers over a prolonged period.
• Capacity to elevate items ranging from light to heavy (5-30 lbs) in weight.
• Competence in detecting subtle text.
• Capacity for direct customer engagement in a face-to-face work environment.

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