Customer Care Specialist I

Job Title

Customer Relationship Management and Business Development

Operational and Branch Administration

Team Development

Essential Functions:

Customer Relationship Management and Business Development:

Build and strengthen relationships with existing and prospective customers by identifying financial needs, providing appropriate solutions, and delivering exceptional customer experience.

Identifies customer opportunities through meaningful conversations and refers customers to appropriate products, services, and business partners to deepen relationships.

Responds promptly to customer requests and resolves routine customer issues professionally to ensure a positive and seamless customer experience.

Conducts proactive customer outreach and follow-up utilizing the bank's CRM system to strengthen relationships, retain existing business, identify additional opportunities, and support branch growth.

Performs account servicing, customer transactions, and loan documentation accurately while educating customers on available products and services.

Participates in community events, networking opportunities, and business development activities as assigned to enhance the bank's visibility, strengthen community relationships, and generate new business.

Operational and Branch Administration:

Assist the PBO or Community Office Supervisor in coordinating the daily operations of the branch to ensure efficient workflow, timely completion of operational responsibilities, and exceptional customer experience.

Coordinates daily priorities and staffing assignments to meet customer needs, maintain operational efficiency, and support departmental goals.

Opens and closes the branch in accordance with established policies, procedures, and security standards.

Performs operational approvals and transaction overrides within established authority while ensuring operational accuracy and compliance.

Monitors daily branch operations and assist in maintaining a professional, organized, and welcoming branch environment.

Assists with branch security responsibilities and promotes adherence to security procedures, risk management practices, and internal controls.

Assists in managing customer flow by directing customers to the appropriate banking professional to ensure efficient, timely, and personalized service.

Team Development:

Provides day-to-day direction, guidance, and support to branch professionals to ensure efficient operations, operational excellence, and exceptional customer experience.

Conducts and participates in daily Morning Summit kick-off meetings, branch-based relationship building meetings, and team Employee Relations meetings to communicate priorities, share updates on policies and procedures, reinforce goals, and align performance expectations.

Reinforce branch goals and daily priorities while promoting accountability, teamwork, and continuous improvement.

Serves as a resource for branch professionals by answering operational questions and promoting the consistent application of policies and procedures.

Performs duties as assigned or directed.

Required Skills/Abilities:

Excellent verbal and written communication skills.

Strong organizational and time management skills, with the ability to prioritize multiple responsibilities while maintaining operational excellence.

Strong problem-solving and decision-making skills, with the ability to exercise sound judgement and resolve routine operational and customer issues.

Results-oriented, with the ability to achieve individual and branch performance goals while promoting a relationship-focused sales and service culture.

Ability to coach, motivate, and provide constructive feedback to team members in a positive and supportive manner.

Demonstrate initiative, accountability, professionalism, integrity, confidentiality and the ability to work independently while contributing to overall team success.

Proficiency in technology and digital banking tools, with the ability to learn new systems and assist customers with digital banking solutions.

Supervisory Responsibility:

This position supervises employees.

Education and Experience:

High school diploma or equivalent required, associate or bachelor's degree preferred.

1-3 years of retail banking experience required.

Previous experience as Head Teller, Sr. Relationship Banker, or team lead experience preferred.

Consumer lending experience preferred.

Physical Requirements:

Ability to maintain focus and mental alertness while performing assigned responsibilities and managing multiple priorities.

Ability to lift and move up to 25 pounds (i.e., heavy boxes or coin).

Ability to communicate in person, through email, and via telephone with customers and staff members.

Ability to sit and/or stand for an extended period.

Specific vision abilities required include close vision and the ability to adjust focus.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities