Credit Analyst

Job Overview:Credit Analyst

The Credit Analyst 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 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.
• Connect with customers preemptively to boost retention rates and build rapport.
• Customer Service: Provide customer service in the lobby by welcoming clients, responding to inquiries, and taking charge of addressing immediate banking needs.
• 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.
• 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: 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 pertain to the process of spotting sales prospects and guiding clients to the right banking collaborators for tailored product resolutions.

Scope of Responsibilities:

• Deliver exceptional support and handle customer problems in a timely manner.
• Enhance branch sales and enrich the customer experience through strategic methods.
• Carry out multiple tasks within the branch environment, including initiating new account setups and facilitating loan originations, alongside addressing problems and handling transactional processes.
• 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:

• Fulfilling the education criteria with a GED or high school diploma.
• Individuals applying for the position should have a minimum of one year of exposure to retail sales, call center tasks, customer service, or telesales.
• Strong at conveying messages and connecting with others through verbal and interpersonal means.
• Skill in managing difficult customer conversations and diverse customer expectations.
• Well-organized with strong time management and prioritization skills.
• Skill in handling stress within a dynamic team environment and maintaining productivity.
• Skillful in handling web-based technologies.

Preferred Qualifications:

• Modifying bilingual skills to meet the needs of the branch.
• Documented proficiency in sales outcomes or referral conversions.
• Physical Requirements:
• Being able to maintain a standing position for a prolonged time.
• Lengthy periods of hands and fingers being actively involved.
• Proficient in lifting a range of objects, from light to heavy, typically weighing between 5 and 30 pounds.
• Gift for comprehending detailed text.
• Capacity for direct customer engagement in a face-to-face work environment.

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