Banking Services Associate

Banking Services Associate

Overview:

The Banking Services 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.
• 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.
• Reach out to clients in a proactive manner to enhance customer retention and foster the growth of relationships.
• Lobby Administration: Proactively participate in lobby administration by welcoming clients, responding to questions, and taking responsibility for promptly addressing urgent banking requirements.
• Support daily branch operations by assisting with customer transactions, resolving overdraft concerns, and maintaining conformity with internal procedures. Carry out operational tasks when 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: 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 encompass recognizing sales possibilities and guiding customers to the fitting banking partners for personalized product offerings.

Scope of Responsibilities:

• Provide exceptional customer service and efficiently tackle any issues customers encounter.
• Increase branch revenue and enhance customer satisfaction through targeted sales efforts.
• Partake in various functions within the branch, like starting new accounts and originating loans, addressing concerns, and facilitating transactional operations.
• Show understanding and customer-centricity in all interactions, be adaptable to different situations, and demonstrate adeptness in digital skills during engagements with customers.

Standards related to academic credentials and job history:

• Attainment of a GED or high school diploma.
• The position necessitates a minimum of one year of proficiency in retail sales, call center duties, customer service, or telesales.
• Effective verbal and social communication aptitude.
• Proficiency in managing challenging customer interactions and diverse customer requirements.
• Well-organized with strong time management and prioritization skills.
• Competence in managing pressure efficiently amidst a quick-paced collaborative atmosphere.
• Skillful in handling web-based technologies.

Preferred Qualifications:

• Modifying bilingual skills to meet the needs of the branch.
• Demonstrated talent in sales results or referral acquisitions.
• Physical Requirements:
• Being capable of enduring prolonged periods of standing.
• Extended duration of hands and fingers being consistently employed.
• Ability to manage objects of varying weights, from 5 to 30 pounds, through lifting.
• Competence in detecting subtle text.
• Competence in engaging with customers in a direct work environment.

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