Branch Support Banker

Branch Support Banker

Overview:

The Branch Support Banker is specialized in enhancing customer satisfaction by providing exceptional sales, support, and digital communication for Consumer and Business Banking patrons. They contribute to the efficient running of branch operations, meet customer sales and service expectations, and arrange customer appointments to assess needs and forward complicated concerns to the appropriate team members.

Key Responsibilities:

• Promote customer engagement by informing them about the diverse Consumer and Business Banking solutions offered. Provide tailored recommendations to address customer needs effectively and emphasize the advantages of digital banking capabilities for convenient banking transactions.
• Managing appointments and consultations entails overseeing scheduled or walk-in customer visits with the goal of identifying their banking needs and facilitating seamless handovers to the appropriate banking representatives for advanced concerns.
• Stick to the bank's sales strategy and provide straightforward, customer-centric guidance.
• Lobby Coordination: Actively manage lobby coordination by welcoming customers, attending to inquiries, and taking charge of promptly resolving urgent banking needs.
• Provide assistance in branch operations by aiding with customer transactions, addressing overdraft resolutions, and ensuring compliance with internal guidelines. Fulfill operational responsibilities as required.
• Compliance and Risk Management Obligations: Remaining current on Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) methodologies. Identifying and escalating potential instances of fraud. Ensuring adherence to operational and regulatory rules.
• Customer Resolution: Handle customer complaints swiftly and accurately, logging them correctly for proper monitoring and resolution. Ensure effective and timely resolution of customer concerns.
• Sales Referrals entail pinpointing sales opportunities and steering customers towards the correct banking partners for customized product suggestions.

Scope of Responsibilities:

• Offer exceptional service and swiftly resolve any issues customers may have.
• Improve sales strategies and elevate the quality of customer interactions at the branch.
• Take on diverse functions across the branch, including starting new accounts and originating loans, handling concerns, and executing transaction procedures.
• Convey empathy and customer-oriented approach, be open to adjusting as needed, and exhibit fluency in digital tools when interacting with customers.

Educational and Experiential Prerequisites:

• Acquiring a GED or high school diploma qualification.
• The position necessitates a minimum of one year of proficiency in retail sales, call center duties, customer service, or telesales.
• Adept in communicating effectively both verbally and in personal interactions.
• Capacity to address complex customer discussions and diverse customer needs effectively.
• Well-organized with strong time management and prioritization skills.
• Competence in managing pressure efficiently amidst a quick-paced collaborative atmosphere.
• Competence in utilizing technology commonly associated with the internet.

Preferred Qualifications:

• Tailored bilingual expertise in accordance with branch needs.
• Verified capability in achieving sales goals or obtaining referrals.
• Physical Requirements:
• The skill to stand on one's feet for a lengthy period.
• Continuous engagement of hands and fingers leading to prolonged use.
• Skill in lifting objects that vary from 5 to 30 pounds.
• Ability to grasp delicate print.
• Proficiency in interacting with patrons in person at the workplace.

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