Consumer Banking Associate

Consumer Banking Associate

Overview:

The Consumer 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:

• 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.
• The process of appointments and consultations involves overseeing customer meetings, whether they are arranged in advance or occur spontaneously, to identify their financial needs and ensure a smooth transition to the relevant banking professionals for complex matters.
• Reach out to customers proactively to bolster retention and expand relationship networks.
• Lobby Oversight: Take part in lobby oversight by greeting customers, addressing inquiries, and assuming responsibility for resolving immediate banking issues.
• 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.
• Adherence to Compliance and Risk Management: Keeping abreast of Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) methodologies. Pinpointing and escalating suspicious transactions. Verifying compliance with operational and regulatory standards.
• 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 require identifying potential sales leads and directing customers to the appropriate banking counterparts for tailored product options.

Scope of Responsibilities:

• Give outstanding customer care and efficiently tackle any problems that arise.
• Increase branch revenue and enhance customer satisfaction through targeted sales efforts.
• Perform a variety of duties within the branch, including commencing account creations and facilitating loan originations, as well as resolving problems and managing transactional activities.
• 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.
• Applicants must possess a minimum of one year of involvement in retail sales, call center activities, customer service, or telesales.
• Ability to excel in verbal and interpersonal communication skills.
• Competence in managing demanding customer conversations and varying customer requirements.
• Well-organized with strong time management and prioritization skills.
• Proficiency in working well under stress when part of a fast-moving team setup.
• Proficient in internet-related technological competencies.

Preferred Qualifications:

• Bilingual competency tailored to specific branch requirements.
• Confirmed skillset in sales execution or referral acquisition.
• Physical Requirements:
• Having the capability to stay upright without rest for extended periods.
• Persistent use of hands and fingers over an extended timeframe.
• Proficiency in lifting light to moderately heavy objects (5-30 lbs) as required.
• Knack for understanding fine print.
• Capability to communicate effectively with clients in a face-to-face setting.

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