Customer Care Relationship Banker

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The Position

Job Title

Customer Care Relationship Banker

Job Description

Hours of operation for Customer Care are as follows :

Weekdays 9 : 30a to 6 : 00p OR 12 : 30p to 9 : 00p (Exact hours determined by management)

• Saturday Rotation - 8 : 00a to 4 : 00p
• Saturday rotation once a month, with a flex day scheduled the following week.

Summary

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 (Essential Functions)

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 and Responsibilities

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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

High School Diploma required. Some college is strongly preferred.

One year of retail experience or equivalent customer service experience is preferred.

Technical / Functional Competencies

Superior customer service skills required.

Basic mathematics to solve problems.

Requires being exact or highly accurate with daily work.

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

NOTE : This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

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