The Retail Banking Service Officer is a customer liaison integral to delivering Company's Brand promise by utilizing financial expertise and consultative advice to assist Customers with their banking needs
This role contributes to business growth by identifying appropriate Company solutions that help Customers achieve financial goals and optimize their relationship with Company
Enhancing Customer Participation and Building Relationships: Here, the focus is on enhancing customer participation in various activities while simultaneously building solid relationships with them:
Builds and nurtures customer relationships by actively listening to customer needs and showcasing product knowledge
Communicates in order to pinpoint additional requirements and offer suitable solutions or referrals
Proposes products that cater to customer specifications, highlighting the unique features and benefits of each item
Deploys CRM tools for the proactive identification of solutions, support in assessments, and execution of outbound sales initiatives
Handles customer issues and errors autonomously, escalating when required
Creates operational connections and elaborates on detailed or complicated information
Contributes to customer engagement efforts through outreach, servicing tasks, and advisory roles to ensure Company's promise of surprisingly human interactions is upheld
Supports customers in exploring loan products and assists in the completion of application forms
Functions as a customer advocate, offering valuable insights on ways to save time and money effectively
Adds a personal and authentic element to each interaction with customers
Customer Experience and Service Excellence emphasize the importance of creating positive customer interactions and exceeding service quality standards:
Stands out for excellence in customer experience with a focus on service, advice, and relationship development
Strengthens Company's customer service strategy by fostering trust, offering consultative support, and recommending proactive solutions
Provides a pathway for advancing the resolution of customer questions or concerns
Leads in lobby management by organizing customer flow, greeting visitors, and facilitating the process of determining their needs
Assists in educating customers on digital and self-service options that resonate with their preferences
Carries out actions to ensure service provision that is unexpectedly human-centered
Recognizes the demands of customer transactions and educates them on self-service channels, such as digital tools
Collaborates with bankers from partner institutions to maximize referral opportunities
Participates in activities related to loans that comply with the definition of Mortgage Loan Originator as per Regulation Z and the SAFE Act
Teller activities demand precision, accuracy, and strong communication skills to provide customers with a positive and efficient banking experience
Teller services encompass a range of transactions, such as cashing checks, depositing funds, withdrawing money, and transferring finances
Complies with fraud mitigation guidelines and operational policies
Upon employment, individuals must participate in teller training to be capable of processing Customer transactions
Operates as a strong team participant, supporting a positive work culture that motivates quality, innovation, and teamwork
Deepens knowledge and abilities by actively participating in knowledge transfer
Engages in performance tracking, skill enrichment efforts, and advancing in one's career
Communicates progress and pertinent updates preemptively to keep stakeholders well-informed
Champions the nurturing of a workplace environment that is inclusive, diverse, and fair
Acts as the face of the brand, promoting its reputation and values
Enhances performance outcomes by incorporating coaching feedback
Achievement of a high school diploma or GED credential signifies the successful culmination of secondary education requirements
Accumulating a year or more of experience in customer service or sales roles (volunteering, educational background, or military service can be considered)
Ability to complete teller training is a must
Advanced organizational skills; competent in managing multiple responsibilities in dynamic environments
Aptitude for effective communication through clarity, brevity, and consistency
Skillful in ranking tasks, fulfilling deadlines, and working independently
Displaying astute judgment and proficient at solving problems competently
Proficient in Microsoft Office applications
Continuous sedentary tasks necessitate prolonged periods of sitting without frequent breaks for movement
Regular operation of standard office equipment - Continuous
Fast responses to auditory prompts - Perpetual
Sitting - Frequent
Standing - Frequent
Walking - Occasional
Securely traversing limited areas - Every now and then
Now and then, moving loads that are 25 pounds or lighter
Periodically required to lift or carry heavy objects exceeding 25 lbs
