Customer Experience Banker

Customer Experience Banker

Overview:

The Customer Experience 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.

Banker 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.
• 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.
• Reach out to customers proactively to bolster retention and expand relationship networks.
• Lobby Coordination: Actively manage lobby coordination by welcoming customers, attending to inquiries, and taking charge of promptly resolving urgent banking needs.
• 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 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: Efficiently manage customer complaints by accurately documenting and following up on them promptly. Ensure timely and effective resolution of customer issues.
• Sales Referrals entail pinpointing sales opportunities and steering customers towards the correct banking partners for customized product suggestions.

Banker Scope of Responsibilities:

• Offer exceptional service and swiftly resolve any issues customers may have.
• Increase branch revenue and enhance customer satisfaction through targeted sales efforts.
• Take on diverse functions across the branch, including starting new accounts and originating loans, handling concerns, and executing transaction procedures.
• 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.
• The position necessitates a minimum of one year of proficiency in retail sales, call center duties, customer service, or telesales.
• Ability to excel in verbal and interpersonal communication skills.
• 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.
• Proficient in internet-related technological competencies.

Preferred Qualifications:

• Bilingual competency tailored to specific branch requirements.
• Verified capability in achieving sales goals or obtaining referrals.
• Physical Requirements:
• The skill to stand on one's feet for a lengthy period.
• Persistent use of hands and fingers over an extended timeframe.
• Skill in lifting objects that vary from 5 to 30 pounds.
• Knack for understanding fine print.
• Proficiency in interacting with patrons in person at the workplace.

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