Commercial Banking Associate

Commercial Banking Associate

Overview:

The Commercial Banking Associate 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:

• Stimulate customer engagement through informative discussions about Consumer and Business Banking options. Offer personalized suggestions to fulfill unique customer requirements and advocate for the adoption of digital banking features for a seamless banking experience.
• 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.
• Stick to the bank's sales strategy and provide straightforward, customer-centric guidance.
• Customer Service: Provide customer service in the lobby by welcoming clients, responding to inquiries, and taking charge of addressing immediate 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.
• 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: Record and address customer complaints promptly, ensuring precise documentation and appropriate follow-up. Prioritize the efficient and timely resolution of customer concerns.
• Sales Referrals involve identifying sales opportunities and referring clients to the proper banking collaborators for specific product solutions.

Scope of Responsibilities:

• Provide top-notch support and promptly solve customer problems.
• Increase revenue and improve customer satisfaction levels at the branch through sales initiatives.
• Flexibility to handle a range of tasks within the division, such as commencing account openings and managing loan initiation, in addition to resolving issues and conducting transaction processing.
• Display sensitivity and attentiveness towards customers, center their experience in all interactions, be receptive to adapting, and showcase ease in using digital platforms in customer engagements.

Criteria for Education and Experience:

• Possessing a GED or high school diploma qualification.
• Prospective employees should have at least one year of familiarity with retail sales, call center duties, customer service, or telesales.
• Adept in communicating effectively both verbally and in personal interactions.
• Skill in managing challenging customer interactions and addressing varying customer needs effectively.
• Well-organized with strong time management and prioritization skills.
• Ability to function effectively under pressure amid a rapid teamwork environment.
• Proficiency in online technological capabilities.

Preferred Qualifications:

• Tailoring bilingual abilities to match branch demands.
• Established track record in sales performance or generating referrals.
• Physical Requirements:
• Being able to maintain a standing position for a prolonged time.
• Prolonged reliance on hands and fingers through consistent use.
• Proficiency in lifting light to moderately heavy objects (5-30 lbs) as required.
• Aptitude for reading small font.
• Aptitude for face-to-face interactions with clients in a professional setting.

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