Floating Investment Operations Analyst

Job Summary:Floating Investment Operations Analyst

The Floating Investment Operations Analyst is dedicated to delivering top-tier customer service through sales, assistance, and digital interactions for both Consumer and Business Banking customers. They assist in the everyday branch operations, address customer service and sales requests, and organize customer appointments to determine needs and pass on complex matters to the relevant team members.

Key Responsibilities:

• Facilitate customer engagement by educating them about available Consumer and Business Banking solutions. Offer advice on services that best suit individual needs and encourage the use of digital banking tools to streamline banking operations.
• The process of appointments and consultations involves overseeing customer meetings, whether they are arranged in advance or occur spontaneously, to identify their financial needs and ensure a smooth transition to the relevant banking professionals for complex matters.
• Connect with customers preemptively to boost retention rates and build rapport.
• Lobby Oversight: Take part in lobby oversight by greeting customers, addressing inquiries, and assuming responsibility for resolving immediate banking issues.
• Engage in Operational Support by assisting with routine branch operations, such as managing customer transactions, resolving overdraft concerns, and ensuring alignment with internal systems. Execute operational duties as needed.
• Adherence to Compliance and Risk Management: Keeping abreast of Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) methodologies. Pinpointing and escalating suspicious transactions. Verifying compliance with operational and regulatory standards.
• Customer Resolution: Address customer grievances promptly and accurately, documenting them correctly for subsequent follow-up. Ensure efficient and satisfactory resolution of customer complaints.
• Sales Referrals require identifying potential sales leads and directing customers to the appropriate banking counterparts for tailored product options.

Scope of Responsibilities:

• Give outstanding customer care and efficiently tackle any problems that arise.
• Enhance branch sales and enrich the customer experience through strategic methods.
• Perform a variety of duties within the branch, including commencing account creations and facilitating loan originations, as well as resolving problems and managing transactional activities.
• Show understanding and customer-centricity in all interactions, be adaptable to different situations, and demonstrate adeptness in digital skills during engagements with customers.

Essential qualifications in both educational and professional contexts:

• Fulfilling the education criteria with a GED or high school diploma.
• Applicants must possess a minimum of one year of involvement in retail sales, call center activities, customer service, or telesales.
• Strong at conveying messages and connecting with others through verbal and interpersonal means.
• Competence in managing demanding customer conversations and varying customer requirements.
• Well-organized with strong time management and prioritization skills.
• Proficiency in working well under stress when part of a fast-moving team setup.
• Skilled in working with internet-based tools and systems.

Preferred Qualifications:

• Modifying bilingual skills to meet the needs of the branch.
• Confirmed skillset in sales execution or referral acquisition.
• Physical Requirements:
• Having the capability to stay upright without rest for extended periods.
• Extended duration of hands and fingers being consistently employed.
• Proficiency in lifting light to moderately heavy objects (5-30 lbs) as required.
• Gift for comprehending detailed text.
• Capability to communicate effectively with clients in a face-to-face setting.

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