Career Center

Basic Function

Serves as a proactive member of the Retail branch team by being the initial sales and service contact for new and existing clients.  Provides friendly, professional services to Bank clients by conducting appropriate transactions and relevant trouble shooting.  Effectively manages existing client books of business to support the retention and growth of profitable client relationships.  Develops new and existing client relationships by educating prospects and clients about the features and benefits of the Bank’s consumer and business products; understands the respective needs of clients and prospects. 

In addition, this individual will have specific training/experience related to Business Banking products and services.  Individuals in this role are expected to manage existing business client relationships as well as proactively seek new relationships.

Essential Duties

1. Client Development

• Proactively deepens customer relationships by meeting their needs through additional products and services.  Actively refers clients to other areas for additional needs as well as successfully identify and develop prospects into new relationships
• Successfully onboards all new clients by cross-selling entire suite of products such as Online and Mobile Banking, etc.
• On a regular basis, follow up with clients and seek out new opportunities based on client’s needs including recommending product solutions (including cross sales) 
• Partners with other bank employees developing, communicating and implementing the sales strategy in order to meet/exceed business objectives and exchanges leads/referrals. Conducts joint outside sales calls with employees at prospects or clients places of business
• Builds and maintains a robust external referral base (COI – Center of Influence) and maintains a visible market presence)
• Regularly attends local networking events to promote the Bank and develop additional contacts.

2. Client Service and Maintenance

• Open new personal and business accounts
• Perform maintenance on accounts including, but not limited to, name and address changes, account renewals, signer and beneficiary updates, etc.
• Counsel clients on their financial needs making recommendations where necessary and appropriate
• Resolve client issues in a tactful and professional manner
• Assist with clients Home Equity Applications
• Review overdrafts and assist management in sound decisions
• Assist in any other client services that may arise including support for other Bank departments as required

3. Banking Product Knowledge

• Have full knowledge of all consumer and business banking product features and benefits included but not limited to demand deposits, savings, certificates of deposits, IRAs, Online and Mobile Banking, Home Equity Lines of Credit, certain Treasury Management products
• Understand the titling and structuring of various types of accounts
• Having a basic knowledge of other products the Bank offers and how to effectively work with other departments to deliver those products to clients
• Responsible for increasing knowledge for various product type to client base

4. Compliance/Risk

• Adhere to compliance policies/procedures and internal controls
• Assist with any compliance monitoring necessary
• Support the Bank’s efforts to ensure successful CRA results by participating in any Bank sponsored CRA activities when available
• Address CIP due diligence exceptions related to account opening within 30 days

5. Perform All Essential Teller Duties {Optional per the needs of the location}

• Receive checking and savings deposits:  verify cash and endorsements, receive proper identification for cash back, and issue receipts of deposit
• Process savings withdrawals and cash checks:  verify endorsements, receive proper identification and ensure validity
• Issue personal money orders and cashier’s checks
• Buy and sell currency from the vault as necessary to ensure cash limits are not exceeded
• Accept loan payments:  verify payment amount and issue receipts
• Log and process mail
• Prepare/change currency orders for business clients and roll coin
• Gather CTR information
• Redeem savings bonds
• Balance of cash drawer and cash recycler
• Prepare Collection Letters
• Process: Cash Advances, Wire Transfers, Bond Coupons & Foreign Checks
• Sell/Buy Foreign Currency
• Wire Log
• Foreign Drafts
• Sending Savings Bonds to Fed for Redemption
• Sell:  MasterCard/Amex Gift Cards & Traveler’s checks

6. Responsible for ATM/Debit Card duties such as

• Guide new clients through the entire card application process and perform any relevant troubleshooting for existing cardholders whenever necessary
• Make adjustments as needed to client ATM/Debit card files:
  • Add/remove accounts linked to cards
  • Re-Order or replace (lost/stolen) cards
  • Handle requests for card limit increase and/or change of address
• Update and maintain appropriate ATM/Debit logs as needed:
  • Lost/Stolen Log
  • Compromised Card Log
  • Card Limit Increase Log
  • 30-Day Address Change Log
• Place miscellaneous addenda on accounts linked to cards for cardholders travelling internationally, as well as for closed accounts
• Ensure proper functionality of cards for clients who are travelling internationally through the adjustment of settings in EnFact and TranBlocker, within the CWSi module
• Maintain the accuracy of card file folders through regular file maintenance
• Process various daily, monthly, and periodic reports:
  • Closed Account Report
  • New Cards Issued Report
  • Card File Maintenance Report
  • EFT Case Status Report
  • Advance Reissue Control Report
  • Compromised Card Lists (as needed)

7. Perform additional duties such as

• Attend monthly meetings
• Order and arrange supplies
• Support Retail Department in any capacity necessary

Nonessential Duties

• Other duties as assigned

Knowledge, Skills & Abilities

• Maintain friendliness and professionalism through the proper use of tact & diplomacy when dealing with clients at all times
• Enjoy working with the public
• Strong verbal and written communication skills
• Current and remains up-to-date in relevant technology and systems
• Strong level of accuracy and detail oriented
• Ability to be flexible and to multi-task on a regular basis
• Strong knowledge of bank deposit products & regulations
• Good problem solving skills

Training & Experience

• High school diploma or GED, college graduate preferred
• Microsoft proficiency
• 2-3 years previous banking experience
• Additional training/education helpful
• Fiserv application helpful