Retail Banker

Retail Banker

The Retail Banker is proficient in delivering an outstanding customer experience by engaging in sales, service, and digital interactions with both Consumer and Business Banking customers. They assist in the smooth operation of branch activities, cater to customer service and sales needs, and schedule customer appointments to identify requirements and refer complex issues to suitable team members.

Key Responsibilities:

• Foster customer engagement by providing details on Consumer and Business Banking services. Recommend appropriate solutions based on individual preferences and highlight the importance of utilizing digital banking features for secure and efficient banking transactions.
• Administering appointments and consultations involves supervising customer visits that are either scheduled or unscheduled to pinpoint their banking requirements and ensure a seamless transfer to the relevant banking associates for intricate issues.
• Reach out to customers proactively to bolster retention and expand relationship networks.
• Customer Interaction: Interact with customers in the lobby, greet them, handle queries, and take ownership of resolving their immediate banking needs.
• Assist in daily branch operations through Operational Support, including helping with customer transactions, resolving overdraft issues, and ensuring adherence to internal protocols. Complete operational tasks as necessary.
• Compliance and Risk Management Practices: Remaining up-to-date with Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) processes. Noticing and elevating possible instances of fraud. Securing compliance with operational and regulatory benchmarks.
• Customer Resolution: Efficiently manage customer complaints by accurately documenting and following up on them promptly. Ensure timely and effective resolution of customer issues.
• Sales Referrals encompass recognizing sales possibilities and guiding customers to the fitting banking partners for personalized product offerings.

Scope of Responsibilities:

• Ensure exceptional service delivery and efficiently handle customer concerns.
• Increase branch revenue and enhance customer satisfaction through targeted sales efforts.
• Assume various roles within the branch setting, from commencing new account procedures and processing loan applications to troubleshooting and managing transaction processing.
• Demonstrate empathy and customer-centric behavior, be adaptable to various needs, and show proficiency in digital fluency during all customer interactions.

Necessary background in academia and practical roles:

• Meeting the educational standard with either a high school diploma or GED.
• A background of at least one year in retail sales, call center functions, customer service, or telesales is mandatory.
• Ability to excel in verbal and interpersonal communication skills.
• Proficiency in handling challenging customer interactions and a range of customer needs.
• Well-organized with strong time management and prioritization skills.
• Aptitude for thriving in a high-pressure, team-oriented, fast-paced work environment.
• Proficient in internet-related technological competencies.

Preferred Qualifications:

• Bilingual competency tailored to specific branch requirements.
• Proven competency in sales accomplishments or referral success.
• Physical Requirements:
• Endurance in standing for long periods of time.
• Persistent use of hands and fingers over an extended timeframe.
• Competence in handling items weighing between 5 to 30 pounds in weight.
• Knack for understanding fine print.
• Competence in engaging with customers in a direct work environment.

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