Customer Care Banker - Call Center (Talent Pipeline)

Description

CUSTOMER CARE / ACTIVE TELLER REPRESENTATIVE

Promote, market, and facilitate the overall sale of products of the bank. Contribute to the bank's growth by the effective sale of bank services to new and existing customers with emphasis on courteous and professional service.

REPORTING RELATIONSHIP AND SCOPE

This position reports directly to the Customer Care Manager.

This position also reports to the Head Teller when assigned to the Teller Line.

This position reports indirectly to the EVP of Customer Experience.

FLSA STATUS

This position is classified as Non-Exempt under the FLSA.

OVERVIEW

This post is for future Customer Care Banker positions.

The purpose of this position is to:

• Provide support for Active/Live Teller.
• Answer incoming calls from customers and employees to assist with requests.
• Provide teller coverage at assigned branch(es) during peak times, as scheduled by Head Teller and Customer Care Manager. Will report to the Head Teller during these scheduled times.
• Provide prompt, efficient, and friendly service in processing customers' transactions.
• Provide support to all other bank employees, including assisting the Operations Department and assist with other Operational duties, as directed by the Customer Care Manager or the EVP of Customer Experience.
• Follow the established policies and procedures for this position, as directed by the manager.

ESSENTIAL JOB FUNCTIONS

• This position is the first point of contact for all Active/Live Teller contacts/requests. Teller responsibilities include, but are not limited to: ITM transaction memo posting Process commercial and consumer transactions (such as account deposits/withdrawals, cashing checks, loan payments, etc) following established policies, procedures and customer service standards, using computerized platform and teller programs. Follow established policies and procedures (such as verifying all transaction elements for authenticity or fraud, placing holds, etc.), using computerized platform and teller programs when necessary, to ensure work is completed correctly and in compliance with regulations. Responsible for processing proof, balancing coin machines and DYNA machines.
• Responsible for sales, cross-sales and referrals of bank products and services, or any other sales or marketing campaigns or initiatives, to new and existing customers to meet individual and branch goals, and overall bank goals and objectives.
• Know procedures for and maintain compliance with banking regulations and reporting requirements (such as BSA, Reg CC, Privacy, CTRs, etc).
• Keep cash secure and maintain a high level of safety and security for the bank. Maintain proper levels of cash in cash drawer. Balance cash drawer daily. Order/sell cash as necessary. Scan and balance proof.
• Respond to customer questions or problems in a quick, courteous and friendly manner, taking advantage of any sales or referral opportunities.
• Know procedures for opening/closing branch.
• Know procedures for robbery/emergency response.
• Know procedures for researching and locating outages, thereby limiting violations of the Teller Outage Policy.
• Compliance with all company policies and procedures.
• Answer all incoming calls from customers and employees to provide assistance or transfer the call to the appropriate individual as needed.
• Responsible for assisting all callers in all facets of banking, including, but not limited to balance inquiries, review of loan or deposit account histories, inquiries about procedures, inquiries about products and services, verifying we have current contact information (address, phone number, email address), training customers on the use of 24 hr. X-Press banking, online banking, bill pay, transfers of funds, card disputes and limit increases, issuing fee refunds when approved, processing return mail, fraud concerns and phishing/scams, etc. Customer Care Banker is expected to learn appropriate terminology and phrasing of responses to customer questions or concerns to best service the customer and promote the bank.
• Responsible for sales, cross-sales and referrals of bank products and services to new and existing customers, and documentation of all referral activity in the CRM.
• Responsible for inputting issues/complaints as Cases into CRM.
• Assist as needed in contacting customers regarding compromised cards, fraud, phishing/scams, etc.
• Educate callers regarding identity fraud, phishing scams, etc., and that the bank will not ask for confidential information via text, email, etc.
• Provide support and assistance with other Operations duties, as directed by Management, including but not limited to, preparing notices for mailing, address changes, verifying documents and images, card production/stuffing/mailing, daily reports, etc.
• Assist with training of new employees when needed.
• Attend all meetings and complete all training required to ensure regulatory compliance.
• Comply with all applicable Federal and State regulations and guidance associated with the performance of your job function.
• Comply with all applicable BSA/AML/OFAC policies and procedures associated with the performance of your job function, including participation in required training and identifications of suspicious activity.
• Responsible for making suggestions to improve branch/departmental operations and overall bank.
• Perform other duties and assignments within the bank at Management's request; accept any cross-training as directed by Management, works in other branches if needed.

EQUIPMENT USE, PHYSICAL & MENTAL DEMANDS, AND WORKING CONDITIONS

Frequency: (R) Rarely 0-15%; (O) Occasionally (16-45%); (F) Frequently (46-100%)

EQUIPMENT USE

Telephones-F

Copier/Fax Machine-F

Computer-F

Coin Machine-F

Cash Dispensing Machine-F

Bill Counter-F

Teller Drawer/Tower-F

Drive-thru Tubes/Commercial Lane Drawer-F

ATMs/ITMs-O

PHYSICAL & MENTAL DEMANDS

Light to Medium work-Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull or otherwise move objects, including the human body.

Stooping/Crouching-O

Standing/Walking-F

Sitting-F

Pushing/Pulling/Lifting-O

Fingering/Grasping-F

Repetitive Motions-F

Talking/Hearing-F

Reading/Writing-F

Close Visual Acuity-worker is required to perform such tasks as preparing and analyzing data and figures, transcribing, or viewing a computer terminal.

Interpreting Data-F

Problem Solving-F

Making Decisions-F

Organizing-F

WORKING CONDITIONS

Worker is subject to inside environmental conditions; protection from weather conditions but not necessarily from temperature changes-F

Worker is subject to outside environmental conditions when working with ATMs/ITMs or when traveling to branches/departments, bank events or required bank meetings and training sessions -O

Worker is subject to local travel as required when working with ATMs/ITMs or when traveling to branches/departments, bank events, or required bank meetings and training sessions -O