Client Service Representative

Client Service Representative

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

The Relationship Banker develops and cultivates long-term client relationships by providing insight, advice, and personalized financial solutions for their clients. Relationship Bankers are responsible for retaining and deepening existing client relationships through cross-selling, establishing new banking relationships, referring clients to product partners (e.g., Mortgage, Investments, Small Business, Treasury Management, Merchant Services, Private Banking, Wealth Management, Commercial), educating clients on digital solutions, providing account servicing and maintenance, effectively resolving client servicing issues, and processing. Relationship Bankers are active in their communities through outreach efforts and through service with community organizations.

Salary Range : The salary range for this position is $17.00 / hr. - $27.50 / hr. The base salary indicated for this position reflects the compensation range applicable to all levels of the role across the United States. Actual salary offers within this range may vary based on a number of factors, including the specific responsibilities of the position, the candidate's relevant skills and professional experience, educational qualifications, and geographic location.

Key Accountabilities

Develop and grow client and prospective client relationships. Consults with clients / prospective clients over the lifecycle of the relationship to uncover needs, educate, and advise on product and service alternatives that align with the client's financial objectives. Cross sells products and services and refers to business product partners to ensure client needs are met. Maintains contact with client base through periodic proactive touch points (on-boarding, service follow up, etc.)

Achieve sales and service targets. Markets a full range of consumer and small business banking services to existing and prospective clients through proactive techniques such as lobby engagement, outbound telephone calls, marketing campaigns, or in-house events; may occasionally participate in outside sales calls. Maintains well-developed knowledge of all products and services and effectively applies that knowledge to understand and fulfill client needs. Proactively seeks coaching to develop service and sales skills; shares knowledge and best practices to enhance the team's skills and performance.

Operations oversight. Proactively resolves moderate to complex customer maintenance and / or client service problems using available resources for problem resolution, including analysis and understanding of information received from other internal departments such as Loan Operations, Deposit Operations, Internal Bank Support, Reconcilement Risk Management, etc. Maintains and demonstrates in-depth knowledge of the different banking channels and educates clients on emerging technology and digital solutions including mobile, online, and ATM offerings to enhance their service experience. Executes all sales, service, and banking transactions accurately and in compliance with bank policies, procedures, and regulatory requirements. Follows all fraud prevention procedures and attends training to stay up-to-date on evolving fraud tactics.

Key Competencies for Position

Culture Leadership : Communication - applies active listening skills and skillful use of questions to understand the client's situation, needs, and desired outcome(s); adapts communication style and approach to accommodate individual needs and preferences. Collaboration - seeks, develops, and maintains trusted relationships with others to achieve business goals / objectives; shares knowledge, information, ideas, and suggestions to accomplish mutual goals. Execution Leadership : Drive and Execution - Committed to achieving established goals, overcoming obstacles, and continuously learning; focuses on ways to succeed by changing strategies, increasing effort, using varying approaches; leverages opportunities to collaborate with others to achieve results; consistently achieves performance targets. Problem Resolution / Decision-Making - With minimal oversight, seeks to identify what caused an issue; incorporates input from multiple sources to ensure effective action and shared ownership; decisions are sound based on what was known at the time and based on a blend of analysis, wisdom, experience, and judgement. Client Leadership - Puts the client at the forefront of everything they do; continually seeks first-hand client information and perspective and uses this insight to shape one's own behaviors and actions; examines implications of decisions and actions from the perspective of the client before acting.

Key Measures of Success / Key Deliverables

Executes strategies to improve client retention including cross-selling products and services, proactive personalized outreach, effective resolution of servicing issues, monitor and seek client feedback, etc. Contributes to the banking center's financial success by achieving targets for loan production, new account production, line of business referrals, and digital banking enrollment. Acquires new Community Bank relationships through cultivating a strong referral network and outreach efforts.

Position Levels

There are two levels of Relationship Banker, depending on banking experience including client service, deposit, and lending experience. Bankers must demonstrate completion of required training programs, licensing or specialized training, and acceptable performance to goals to be considered for further advancement. Licensing or registrations must be maintained current and in good standing in accordance with program guidelines. Positions may be based at a specific banking center or be a "Market" position that supports all banking centers in a defined market.

Qualifications and Education Requirements

High School diploma or GED Equivalent Minimum one year relationship-based client consultation and / or consultative sales experience (banking industry a plus) Eligible to register with the National Mortgage Licensing System and Registry (NMLS) or currently NMLS registered.