Customer Care Relationship Banker

Customer Care Relationship Banker

The Customer Care Relationship Banker will be responsible for connecting with customers over the phone in order to understand how best to match their needs with First United Bank products and services, as well as mentoring employees to do the same. This individual will be responsible for all customer service duties, sales, and relationship management while reaching or exceeding established goals. They will master First United Bank's delivery process and product knowledge to develop customer relationships by performing the following essential duties.

Major duties and responsibilities include:

• Receives incoming calls from customers and employees with a broad range of Customer Service inquiries and works to find a solution.
• Assists with card services and customer facing technologies such as online banking, mobile banking, and telephone banking.
• Maintains a basic knowledge of all First United Bank products, services, procedures, policies and appropriate regulatory issues relating to daily job functions.
• Follows proper procedures accurately and efficiently for all customer-servicing activities performed.
• Serves as the single point of contact for customers in order to retain existing customers and develop new customer relationships.
• Consistently meets and often exceeds performance goals and actively participates in all sales campaigns; promote new products and services and educate customers and peers within the bank.
• Participates in all meetings, banks functions, and customer appreciation/community events as requested or assigned by supervisor.
• Consistently meets customer service expectations by offering excellent service over the phone in order to build rapport with customers and generate customer loyalty.
• Identifies and match customer product needs with First United Bank products and services by interviewing customers and discussing their financial needs including making referrals to other staff members and departments to ensure customer needs are met.
• Opens new accounts, certificates of deposit, and all other ancillary products offered by the bank; answers customer questions, provides account opening information, and ensures that proper paperwork is completed and entered on the computer system.

Additional duties include:

• Completes all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Dresses professionally.
• Other duties as assigned by manager.

Employee specifications:

• High School Diploma required. Some college is strongly preferred.
• One year of retail experience or equivalent customer service experience is preferred.
• Superior customer service skills required.
• Basic mathematics to solve problems.
• Maintain a positive attitude and ability to establish and cultivate strong personal connections.
• Ability to effectively read, write, and verbally communicate with customers and co-workers.
• Ability to manage time effectively and work independently, without close supervisor.
• Ability to use good judgment and exercise decision-making skills.
• Critical Thinking requires logic and reasoning to identify solutions, conclusions or approaches to problems.
• Ability to multi-task.
• Maintain a professional attitude and appearance.
• Behave ethically while at work or outside your work environment.
• Ability to practice active listening by actively looking for ways to assist customers through conversation.