Financial Drifter

Job Description:Financial Drifter

The Financial Drifter 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:

• 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.
• 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.
• Proactively engage with customers to reinforce retention efforts and strengthen relationships.
• Client Interaction: Interact with clients in the lobby, greet them, address inquiries, and assert ownership in resolving their immediate banking necessities.
• 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.
• 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: 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 encompass the identification of sales opportunities and the referral of customers to the correct banking counterparts for customized product options.

Scope of Responsibilities:

• Provide exceptional customer service and efficiently tackle any issues customers encounter.
• Improve branch sales outcomes and enhance the overall customer journey.
• Take on diverse functions across the branch, including starting new accounts and originating loans, handling concerns, and executing transaction procedures.
• 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.
• Experience of one year in retail sales, call center operations, customer service, or telesales is essential.
• Capable of clear and compelling verbal and interpersonal communication.
• Capacity to address complex customer discussions and diverse customer needs effectively.
• Well-organized with strong time management and prioritization skills.
• Expertise in maintaining performance levels in a high-pressure, team-centric, fast-paced scenario.
• Competent in utilizing technology at an online level.

Preferred Qualifications:

• Adapting bilingual proficiency to cater to branch necessities.
• Verified capability in achieving sales goals or obtaining referrals.
• Physical Requirements:
• Being capable of enduring prolonged periods of standing.
• Persistent application of hands and fingers over a prolonged period.
• Skill in lifting objects that vary from 5 to 30 pounds.
• Competence in detecting subtle text.
• Proficiency in personal customer interactions within a work setting.

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