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General Duties
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Analyze customer utilization of products and services to identify potential, product sales opportunities and referral
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Direct deposit products at time of account opening
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Issue gift/Ace cards
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Quick rate CD's
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Assure exceptional customer service
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Initiate contact with existing and prospective customers to outline relevant products and services, pending sales referrals, product changes, and new product information
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Facilitate timely resolution of customer requests and concerns
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Promote customer retention
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Participate in community events to identify sales opportunities
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Develop sales strategies
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Refer customers to appropriate functional areas (e.g. Trust, Mortgage, Insurance, and Investment Services)
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Create and maintain records of calling efforts, referrals, new products, and product changes/enhancements
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Review and utilize marketing database reports
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Keep up-to-date on new retail products, services, regulations, and policies
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Responds to customer questions regarding products, explains delivery channels (Branch, TBC, ATM, etc.) to customer to assure that the most convenient delivery options are understood.
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Maintain familiarity with the Bank Secrecy Act Policy, OFAC Policy, CIP Policy and any other positions relevant to your position Customer Account Management
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Stop Pay Management
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Assist with Dormant Account Management
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IRA/RMD Management
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EOM report of open/closed accounts 5K and above
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Manage safe deposit box and unclaimed safe deposit box
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Administer debit card issue and operation
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Perform Teller Overrides
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Assist with Charge offs /reporting to Chex system
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Levies / Garnishments (scan to levies email on scanner)
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Oversee NSF Accounts - including all calls/letters/logging CRM Other Clerical Duties
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Medallion Stamp authorization to verify signature cards for closed accounts/stamp & file
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Manage teller referral log
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Facilitate LIVE Chat management and online chat response
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EOY Record Retention
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Assist with answering multiline telephone
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All other duties as assigned
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QUALIFICATIONS:
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.
Computer requirements:
Proficiency in Microsoft Office (Word, Excel, Access, and Power Point).
Additional requirements:
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Excellent customer service
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Exceptional written and verbal (face-to-face and phone) communication skills including professional grammar and demeanor
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Ability to explain the benefits of the most complex bank products and services and answer customer questions regarding these products and services
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Knowledgeable of financial institution regulations
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Excellent Stress Management/Composure skills
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Problem Solving/Analysis
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Attention to detail
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Strong analytical, time management and organizational skills
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Ability to multitask
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Strong professional integrity in compliance with company policy, and ethical and legal standards
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Ability to practice digression and handle confidential information in a professional manner
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Ability to perform duties independently with limited direct supervision working conditions:
This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Attendance requirement: Employees are expected to report to work as scheduled, on time and prepared to start work. Employees are expected to remain at work for their entire work schedule. Late arrival, early departure or other absences from scheduled hours should be avoided
Certificates, licenses, or registrations: None Required
Physical requirements:
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Ability to stand for up to eight hours
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Requires bending, stooping or standing as necessary
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Requires the ability to hear, speak and/or signal people
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Effectively communicate verbally, in writing, and in English
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Requires manual dexterity, typing, and the ability to lift files and open filing cabinets
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The employee may occasionally lift and/or move up to 25 pounds
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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