Customer Experience Banker I - Call Center

The Universal Banker focuses on the branch’s customer experience through sales, service, and engagement of our Consumer and Business Banking customers. The Universal Banker supports the branch's daily operations as a Teller and meets customer service and sales needs as required by the assigned branch.

ESSENTIAL FUNCTIONS:

Process transactions accurately and efficiently; balance the cash drawer and adhere to established cash limits, cash-handling, and check-cashing policies.

Meet with customers to discuss personal and/or business financial needs; open or modify accounts to address customer needs and maintain or expand relationships.

Educate customers and explain the features and benefits of customer solutions; make recommendations based on the customer’s identified needs.

Engage customers in a variety of ways and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.

Actively participate in a referral program by making referrals as appropriate.

Proactively reach out to customers to contribute to the retention and expansion of all customer relationships.

MINIMUM JOB REQUIREMENTS:

High school diploma or equivalent (GED) and a minimum of 1 year’s proven retail sales, call center, or customer service experience

Strong verbal and written communication skills

Strong interpersonal skills

Ability to interact with varying customers (consumer to small business)

Ability to effectively handle difficult customer conversations

Well-organized

Proven time management and prioritization skills

Problem-solving and decision-making skills

Ability to work independently and as part of a collaborative team

Ability to work under critical time constraints in a team environment

Notary (preferred) or ability to obtain within the first year.

PHYSICAL DEMANDS:

Must be able to hear well enough to communicate with customers, co-workers, and outside bank personnel.

Communicate Orally.

Normal daily physical activities include walking, standing, sitting, stooping, bending, pushing, and pulling.

Must be able to read reports and use a computer.

Occasionally will lift 20-30 pounds (files, cash drawer, etc.)

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