Job description

Equal Opportunity Employer

Summary Description

Provides excellent customer service, ensuring that all customer needs are met. Responsible for actively promoting, selling, cross-selling and referring the bank’s products and services to prospective and existing customers. Opens and maintains all types of customer product accounts and serves as primary contact for resolving routine and complex problems on customer accounts. Provides assistance to other areas of the branch as needed, including assisting the Branch Manager in coaching customer service representative (CSR) staff in referral opportunities, and performing the essential functions of a CSR.

Essential Functions

Consistently executes City’s phone, platform, and CSR service standards to provide excellent customer service
Displays a positive and professional attitude at all times
Actively promotes and sells the bank’s products and services to prospective and existing customers by using City’s customer conversation model to uncover customer needs
Maintains an up to date working knowledge of the bank's products and services
Assists customers with routine maintenance and complex service issues; sees through to completion
Assists customers with loan applications, recommends appropriate loan structure, gathers required documents, submits package to retail loan department and closes retail loans as needed
Meets minimum individual production levels for retail loans, checking accounts and mortgage referrals; actively contributes to branch goals
Develops and maintains customer relationships; actively seeks referral resources from existing customers
Seeks to develop and maintain centers of influence for new referral business
Refers customers to other departments and business partners appropriately
May act as primary branch contact in absence of Branch Manager
Maintains a general knowledge of the competitive environment
Completes all required training within predetermined time limit
Adheres to all bank regulatory, audit, and compliance policies and procedures
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job

Position Requirements

High school diploma or equivalent
2+ years of demonstrated sales and service skills
2+ years of customer service experience
Prior retail loan experience
2+ years of banking experience preferred
Ability to multi-task, organize and prioritize to ensure excellent customer service
Displays professional dress and demeanor
Personal computer proficiency
Must be compliant with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z. Compliance includes a review of the candidate’s financial responsibility, character, and general fitness prior to placement in role. Within 30 days of employment, employee must comply with NMLS registration and corresponding background check requirements
Typically the employee may sit to perform work; however, there may be some standing, walking, bending and lifting 5–10 pounds
Work is generally performed indoors in environmentally-controlled conditions

Critical Skills / Expertise