Commercial Banking Officer

Commercial Banking Officer

Job Description:

The Commercial Banking Officer 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:

• 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 customer appointments and consultations involves handling scheduled or walk-in visits to determine their banking needs and ensure a seamless handoff to the appropriate banking staff for complex matters.
• Proactively engage with customers to reinforce retention efforts and strengthen relationships.
• Reception Management: Manage the lobby reception effectively by welcoming customers, responding to inquiries, and taking responsibility for solving urgent banking needs.
• 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 Protocols: Staying informed about Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) procedures. Identifying and escalating potential fraud cases. Ensuring operational and regulatory compliance.
• 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 involve identifying sales opportunities and referring clients to the proper banking collaborators for specific product solutions.

Scope of Responsibilities:

• Provide exceptional support and effectively resolve any customer issues that arise.
• Improve branch sales outcomes and enhance the overall customer journey.
• Carry out multiple tasks within the branch environment, including initiating new account setups and facilitating loan originations, alongside addressing problems and handling transactional processes.
• 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.
• Candidates are expected to have a minimum of one year of experience in retail sales, call center roles, customer service, or telesales.
• Capable of clear and compelling verbal and interpersonal communication.
• Skill in managing difficult customer conversations and diverse customer expectations.
• Well-organized with strong time management and prioritization skills.
• Capacity to excel under pressure while contributing to a swift team dynamic.
• Competent in utilizing technology at an online level.

Preferred Qualifications:

• Adapting bilingual proficiency to cater to branch necessities.
• Documented proficiency in sales outcomes or referral conversions.

Physical Requirements:

• The aptitude for standing without sitting for an extended length of time.
• Persistent application of hands and fingers over a prolonged period.
• Proficient in lifting a range of objects, from light to heavy, typically weighing between 5 and 30 pounds.
• Competence in detecting subtle text.
• Aptitude for face-to-face interactions with clients in a professional setting.

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