Part Time Floating Client Service Associate

Job Description

Job Description

Be Proud, Be You, Be Independent!

Are you looking to progress your career as a banking professional?

At Independent Bank we promote a culture that encourages professional growth and embraces the collective sum of your individual differences, life experiences, knowledge, innovation, self-expression, unique capabilities and talent. We value diversity of thought, ideas, and background. Our inclusive and collaborative culture helps us find the best solutions to meet the needs of our clients and company.

We also recognize the importance of career growth, which is why we are proud to offer an exciting and fulfilling Career Path for all of our Retail Branch employees. Whether you’re an experienced banking professional, or excited to begin a lucrative career in banking, our Career Path offers self-directed growth opportunities allowing for the freedom and flexibility to advance at your own pace. This Career Path covers everything from conducting financial transactions, to educating clients on products and services, building client rapport, and even originating client loans. Beginning as a Client Service Associate allows you to learn the basics about Independent Bank’s culture, policies and procedures. From there, you will be equipped with all of the materials necessary to advance through the Career Path, at the rate that suits you, with the potential to earn more as you learn more!

The following paragraphs explain the different levels of the Career Path, including the duties and responsibilities of each level.

Please note, this position is a floating position requiring time spent at multiple branches throughout any given week. The branches required for this position are:

• Big Rapids
• White Cloud
• Newaygo

Client Service Associate 1
As a Client Service Associate (CSA), you are the face of the bank, providing incomparable service to our clients every day, every time. In this position, you will focus on learning and/or reviewing basic banking transactions, and the fundamental banking terms, products, and services offered by Independent Bank. This position is similar to a traditional “bank teller” role with self-guided growth opportunities.

• Assist clients with transaction services and provide solutions in a friendly and efficient manner.
• Deliver financial solutions to clients utilizing the Independent Bank products and services.
• Gain an understanding of the basic framework of Independent Bank accounts.
• Become skilled with regards to conducting different types of transactions for clients.
• Utilize all available technology to perform daily tasks.

Client Service Associate 2
As a Client Service Associate 2 (CSA2), you are the face of the bank, providing incomparable service to our clients every day, every time. In this position, you will continue to grow the knowledge, skills and abilities necessary to better service Independent Bank clients and offer appropriate products, services and solutions. This position is similar to a traditional “bank teller” role with self-guided growth opportunities.

• Assist clients with transaction services and provide solutions in a friendly and efficient manner and with credibility.
• Strengthen your understanding of the basic framework of Independent Bank business accounts.
• Become proficient with regards to conducting different types of transactions for clients.
• Demonstrate Independent Bank digital products and services fluently and possess the ability to assist clients with navigation.
• Begin to recognize opportunities to deliver financial solutions, and meet client needs, with Independent Bank products and services.
• Identify client referral opportunities to appropriate team members.
• 1+ years of community banking experience.
• Develop and maintain skills necessary to accurately and proficiently open new accounts and increase client relationships.
• Ability to have meaningful financial conversations with clients during all interactions.
• Maintain ongoing communication with clients following internal processes and procedures.
• Capable of self-directed development of product knowledge with a continual focus on learning all aspects of product offerings.

Client Service Specialist
As a Client Service Specialist (CSS), you are responsible for keeping everything running smoothly behind the scenes, as well as making our clients feel welcomed, engaged, and significant. In this position, you will apply the knowledge, skills and abilities acquired from previous banking and customer service roles to better serve Independent Bank clients and offer appropriate products, services and solutions. This position is similar to the traditional “lead teller” or “personal banker” role with self-guided growth opportunities.

• Assist clients with transaction services and provide solutions in a friendly and efficient manner.
• Exemplify professional knowledge on the framework of Independent Bank business accounts.
• Recognize opportunities to meet client needs with Independent Bank products and services, as well as offering appropriate solutions.
• Identify client referral opportunities to appropriate team members.
• Take consumer loan applications in response to client inquiries.
• Responsible for advanced branch operations tasks such as, but not limited to, client service requests, vault, ATM duties, cash items, debit/credit card disputes, instant issue debit cards and wire transfers.
• Demonstrate Independent Bank digital products and services fluently and possess the ability to assist clients with navigation.
• Advanced proficiency with Independent Bank products and services.
• Accountable for participating in IB Edge Sales Management routines such as roadmaps and check-ins.
• 2+ years of community banking experience or high level customer service and cash handling experience.
• Capability to develop and maintain skills necessary to accurately and proficiently open new accounts and increase client relationships.
• Ability to have in-depth, proactive financial conversations with clients during all interactions, and follow through on the results of those conversations.
• Maintain ongoing communication with clients following internal processes and procedures.
• Capable of self-directed development of product knowledge with a continual focus on learning all aspects of product offerings.

Client Service Expert
As a Client Service Expert (CSE) you are responsible for keeping everything running smoothly behind the scenes, as well as making our clients feel welcomed, engaged, and significant. In this position, you will apply the knowledge, skills and abilities acquired in previous positions and will serve as a mentor and instructor for other team members in advancing their skills. This position is a step above a traditional, more experienced “lead teller” or “personal banker” role with self-guided growth opportunities.

• Assist clients with transaction services and provide solutions in a friendly and efficient manner.
• Exemplify professional knowledge on the framework of Independent Bank business accounts.
• Demonstrated ability to make personal connections, engage and educate clients, ask open-ended questions, and listen in order to establish trust and build lasting relationships.
• Take consumer loan applications in response to client inquiries, as well as originate and close consumer loans.
• Responsible for advanced branch operations tasks such as, but not limited to, client service requests, vault, ATM duties, cash items, debit/credit card disputes, instant issue debit cards and wire transfers.
• Demonstrate Independent Bank digital products and services fluently and possess the ability to assist clients with navigation.
• Advanced proficiency with Independent Bank products and services.
• Accountable for preparation of, and participation in, IB Edge Sales Management routines.
• Possess the drive, initiative and knowledge to provide financial options for clients using a consultative approach.
• Partner with specialists (Financial Advisors, Mortgage Originators, Commercial Lenders, etc.) to connect clients with experts who can assist with specialized needs.
• 3+ years of community banking experience
• NMLS registration under the SAFE Act of 2008.
• Capability to develop and maintain skills necessary to accurately and proficiently open new accounts and increase client relationships.
• Ability to have in-depth, proactive financial conversations with clients during all interactions, and follow through on the results of those conversations.
• Maintain ongoing communication with clients following internal processes and procedures.
• Capable of self-directed development of product knowledge with a continual focus on learning all aspects of product offerings.
• Seek out leadership opportunities and develop skills necessary to be a successful leader such as coaching, having difficult conversations, community involvement and change management.

Why You Should Apply:

• Competitive hourly pay and great benefits.
• Accommodating and flexible paid time off.
• A knowledgeable, goal-driven, and exciting team of colleagues.
• Numerous advancement opportunities with structured, personalized career paths and mentoring.
• Exposure to different areas of banking and the ability to work with leaders within the industry.
• Extensive training on all areas and aspects of the banking field to help you reach your highest potential.
• Community-focused events and volunteer opportunities.

What We’re Looking For:

• High school diploma or equivalent education is required.
• Outstanding client service skills.
• Cash handling experience is preferred, but it is not required as we provide ample training.
• The ability to adapt and adjust to new ideas, processes, workflows, and systems.
• Ability to thrive in a fast-paced and rapidly changing environment while maintaining a commitment to accuracy, timeliness, and client focus.
• Excellent interpersonal, presentation, and communication skills. This includes verbal and non-verbal forms of communication, email and phone etiquette, and the ability to work cohesively as part of a team.
• A strong desire to be a part of the Independent Bank family while contributing to our growth and success.

This is an exciting step in a journey to creating a fulfilling and rewarding career at Independent Bank. We are excited to have you join our team!