Customer Relationship Representative

Job Summary: Responsible for providing an industry leading client service experience both in person and on the phone through the development and expansion of new and existing client relationships. Provides financial solutions that meet client needs based on consultative conversations and referrals to other business partners for additional business growth opportunities. Cross-trained to support teller transactions as needed.

Reports To: Branch Manager

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Enhance the bank’s image through effective and friendly customer service and public relations at all times.
• Exercises advanced proficiency with routine customer maintenance requests and problem resolution.
• Contributes to meeting or exceeding individual and branch sales targets by offering products and services with a focus on developing, expanding, and retaining relationships. Explain the different account options available to customers and assist in the selection of the most appropriate one for their needs.
• Commits to advancing individual knowledge of sales techniques and product knowledge to better serve our customers. Attend service and product knowledge meetings, applicable training classes and web-based learning. Ensure all training materials are communicated with the branch in a timely manner.
• Adheres to internal controls, operational procedures and risk management policies in accordance to The Peoples Bank guidelines. Stays informed of all changes to ensure compliance.
• Opens all types business and personal accounts and prepares related documentation following operational and regulatory requirements; follows up with customers after new accounts are opened to deepen the relationship.
• Effective lobby management including greeting and assisting customers in a timely manner. Additional responsibilities may include handling teller transactions, assisting customers with requests or complaints, researching account problems, reconciling checkbooks, entering Safe Deposit Boxes and answering and directing phone calls.
• Assist the Head Teller regarding teller out of balance issues and error resolution.
• Perform quarterly audit of the Head Teller and vault.
• Review and approve transactions within authority and sign Cashier’s Checks based on approval limit.
• Review non-posted items report when the Branch Manager is not available, document the report for Deposit Operations in accordance to The Peoples Bank policy and procedures.
• Complete all daily, monthly, and annual branch reports as well as assist with yearly branch retention and branch audits.
• Cooperate with everyone in the bank and assist in any and all departments when needed to help the bank operate as efficiently and profitably as possible.
• Responsible for all compliance related regulations pertaining to your job function including, but not limited to: Terms and Conditions of Accounts; Privacy; Funds Availability; Truth-in-Savings; electronic Funds Transfers; Bank Overdraft Privilege; Substitute Checks; Fair Lending; BSA/AML; Account Eligibility; Excessive Account Activity Review.

Other Essential Functions:

• In-person, regular, predictable attendance is required
• Possess a high attention to detail
• High degree of honesty and integrity is required
• Desire to assist associates and customers
• Ability to successfully multi-task and delegate as needed.
• Possess the ability to bend over to pick up and/or lift objects up to 20lbs.
• The ability to sit or stand for long periods of time based on company needs
• Need to have the finger and wrist dexterity to operate computers, drive-thru tubes, adding machines, printers, scanners, etc. as well as to do any paperwork involved with position.
• The ability and willingness to work at other office locations if the business need arises.
• Required to have reliable transportation to travel to and from the office, other branch locations and training seminars

Accountability:

You will be accountable to your Branch Manager, the Branch Operations Leader, the Retail Banking Executive, and to senior management. Therefore, continued employment in this position will be dependent on the ability to perform these duties properly, and on the bank’s continued need for this position.

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent education
• 2 years of customer service experience
• Excellent interpersonal and communication skills, including a desire to interact with clients and prospects
• Demonstrated proficiency in basic computer applications, to include Microsoft Office Suite
• Background check which includes meeting applicable financial responsibility, character, credit fitness and criminal background standards.
• Ability to multi-task under time constraints
• Ability to travel to accommodate temporary staffing needs as required to include temporary assignment or locale changes
• General understanding of bank operations, policies and procedures.