Floating Banking Associate

Floating Banking Associate

Overview:

The Floating Banking Associate specializes in delivering an exceptional customer experience through sales, service, and digital engagement for both Consumer and Business Banking customers. This role supports daily branch operations, meets customer service and sales needs, and manages customer appointments to identify needs and refer complex issues to appropriate team members.

Key Responsibilities:

• Initiate customer involvement by educating them about the various Consumer and Business Banking offerings accessible. Provide recommendations that align with customer needs and highlight the advantages of leveraging digital banking features.
• Appointment and consultation management involves scheduling customer visits, whether they are pre-planned or spontaneous, to identify their financial needs and ensure a smooth transition to the correct banking personnel for complex issues.
• Initiate contact with customers proactively to promote loyalty and cultivate stronger connections.
• Front Desk Responsibility: Assume responsibility for the front desk by welcoming customers, attending to inquiries, and taking ownership of resolving urgent banking needs.
• Provide assistance in branch operations by helping with customer transactions, managing overdraft situations, and ensuring compliance with internal processes. Execute operational responsibilities as requested.
• Maintaining Compliance and Risk Management Standards: Remaining knowledgeable about Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) processes. Identifying and escalating potential fraud incidents. Ensuring adherence to operational and regulatory guidelines.
• Customer Resolution: Deal with customer concerns promptly and accurately, documenting them for proper tracking and follow-up. Ensure customer complaints are addressed effectively and in a timely manner.
• Sales Referrals revolve around pinpointing sales chances and guiding clients towards the appropriate banking partners for tailored product suggestions.

Scope of Responsibilities:

• Offer exceptional service delivery and promptly resolve customer complaints.
• Drive branch revenue growth while enhancing customer experience.
• Engage in a range of activities within the branch, from setting up new accounts and initiating loans to troubleshooting and processing transactions.
• Express empathy and concern for customers, place them at the core of interactions, be willing to adjust to varying circumstances, and demonstrate proficiency in digital literacy throughout customer exchanges.

Qualifications in both academic and practical realms:

• Attainment of a GED or high school diploma.
• Prospective employees should have at least one year of familiarity with retail sales, call center duties, customer service, or telesales.
• Competent in expressing thoughts and ideas verbally and through interactions with others.
• Capability to address challenging customer dialogues and diverse customer demands proficiently.
• Well-organized with strong time management and prioritization skills.
• Ability to function effectively under pressure amid a rapid teamwork environment.
• Skillful in handling web-based technologies.

Preferred Qualifications:

• Bilingual skills aligned with specific branch needs.
• Established reputation for sales effectiveness or referral generation.
• Physical Requirements:
• Having the stamina to stand uninterrupted for prolonged periods.
• Lengthy periods of hands and fingers being actively involved.
• Capacity to hoist objects within the weight range of 5-30 pounds.
• Proficiency in understanding minute print.
• Skill in directly engaging with clients on location.

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