Universal Banker/Access Banking

Client Ambassador for Ascend BankThis position is the Client Ambassador for Ascend Bank with the overall purpose of providing superior client service, quality, and efficiency to clients who interact with the Bank, and expand and strengthen client relationships via various channels such as telephone, email, and chat. This position will have a thorough understanding of Ascend Bank’s Retail and Business product offerings as well as the client’s transaction requirements and be able to effectively communicate all available options to them. A Call Center Universal Banker will respond to client inquiries, provide client education with regards to Ascend Bank’s products and services, with a heavy emphasis on providing tier one client support for the Bank’s online and mobile banking products, and make recommendations/referrals for new products that may enhance the client relationship.They will also be responsible for sales and service to both new and existing clients by telephone, e-mail, live chat and other direct-to-consumer means. The position recognizes sales opportunities from incoming calls, chats, and other lead-generators and makes the appropriate cross-sell or referral to ensure client satisfaction. The position handles all financial transactions in an efficient, friendly and accurate manner. Follows Bank policy and regulations regarding Bank Security Act (BSA), Currency Transaction Reporting (CTR), Office of Foreign Assets Control (OFAC), Client Identification Program (CIP) and any others impacting front-line client transactions.General Description of Duties:With a firm understanding of the Retail bank products/services and the client’s current relationship, a Universal Banker I troubleshoots client service problems and offers information on Bank products and services that can benefit the client and enhance their banking relationship. Carefully evaluates needs of potential clients and offers appropriate financial products and services resulting in referrals.Responds to all inbound client communication to the Bank (internal & external) in a professional and courteous manner, following all internal policies. Navigate multiple computer applications while interacting with clients. Provides ongoing relationship servicing with current clients to maintain goodwill and gain additional business.Uses client interactions as an opportunity to educate and cross-sell clients on Bank’s products and services, including deposit accounts and loans. Exercises sound client service and sales techniques to identify clients’ needs and follow up with clients as needed to ensure client satisfaction. Fully explains the features and benefits of the Bank’s accounts and services, making appropriate referrals based on clients’ needs.Assists in resolving client disputes in a friendly and timely manner.Responsible for utilizing the CRM and call center software to authenticate clients and maintaining a record of all inbound and outbound calls and following up as necessary.Acts as an expert and trusted resource for all direct-to-consumer products including online & mobile banking, mobile check deposit, bill pay, funds transfer, online statements, telephone banking, ATMs, and the Bank’s corporate website, among others.Completes department related tasks including, but not limited to online bill pay maintenance, new account follow-up calls, and group email inbox monitoring.Maintains a pulse on issues with products and services including availability (i.e., system failure). Is skilled in assisting the client and ensures rapid notification of the problem to appropriate colleagues.Collaborates with other departments within the bank to promote sharing of product knowledge and workforce synergy.Manages multiple priorities and is accountable for own performance. Participates in quality assurance process by attending monthly QA in conjunction with supervisor monitoring.Maintains a professional appearance and exhibits behavior that is in accordance with Bank policy and standards.Must be able to work extended hours and a changing weekly schedule, as well as Saturday hours.Completes all required compliance training on an annual basis.Performs other duties as required.Digital Literacy:The ability to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skillsInformation, data, and contentTeaching, learning and self-developmentCommunication, collaboration, and participationDigital identity, safety, and securityTechnical proficiency with all bank productsAwareness and interest in new technologyCreation, innovation, and researchBasic Knowledge & Training Required for Maximum Proficiency:Superior verbal and written communication skills as well as a general understanding and knowledge of banking products and services. Possesses basic proficiency with computers and current technology, and strong interpersonal, organizational, and time management skills. Previous client contact experience is required. Proficiency in Microsoft Office (OUTLOOK, EXCEL, and WORD) is required.Education Required: High school diploma or general education degree (GED)Experience Required: 1+ years related client/client service experience.Position Wage Range - $18.91 - $25.22Ascend Bank is an equal opportunity employer and offers equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, disability, and veteran status.Applicants requiring reasonable accommodation in the application process should notify Human Resources.Ascend Bank participates in E-Verify.EOE/AA/M/F/D/V