Customer Service Advocate

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Job Type

Full-time

Description

Position Purpose:

This position is responsible for demonstrating a passion for excellence while assisting new and existing customers with their immediate, short-term and long-term financial needs through the handling of transaction, new account openings, and appropriate partner referrals and complying with regulations, policies, and procedures

Responsibilities:

• Deliver outstanding service while performing a variety of customer transactions and inquiries.

• Offer guidance to customers and provide a full spectrum of customer services.

• Set, achieve, and exceed service standards by adhering to established Service Quality Standards.

• Achieve individual sales goals.

• Support accomplishment of branch sales goals by identifying customer needs and promoting/selling the Bank's products/services.

• Develop strong customer relationships through performing new account follow-up for business and personal accounts and performing account maintenance in a timely manner.

• Identify opportunities to grow relationships and independently call on and develop new, existing, and prospective consumer and business customers.

• Complete arrangements and documents for special services.

• Stay informed of industry trends, competitor information, and maintains knowledge of the Bank's products/services and pricing.

• Utilize software to identify customers' needs and refer to other lines of business.

• Perform branch functions and support other branch employees.

• Adhere and help to ensure adherence to operational guidelines.

• Audit drawers and perform spot checks on cash drawer limits when necessary.

• Plan, monitor and adhere to the cash requirements of the branch; place cash order and prepare shipment.

• Endure satisfactory audit ratings are achieved at the branch level.

• May provide Notary services, Signature Guarantee and serve as back up for branch leadership when necessary.

• Maintain compliance with and adhere to all state and federal regulations and bank policies.

• Other tasks as assigned.

• Create value for the bank and its employees.

• Be a good teammate.

• Live our core values.

Organizational Relationship

This position reports to the Branch Manager or Regional Manager.

Position Administration

Position Code: Administrative Support Service Worker

FLSA: Non-Exempt

Requirements

Education:

• High school diploma or equivalent.

Skills:

• Strong computer skills relevant to Microsoft Office Suites (e.g., Word, Excel, Outlook).

• Strong presentation skills.

• Demonstrated track record of meeting sales and service goals.

• Organizational skills and attention to detail.

• Strong decision-making/problem resolution skills.

Abilities:

• Work all branch hours, including weekend and evenings required.

• Attention to detail with accuracy.

• Ability to operate on a team.

• Ability to ask questions and build rapport.

• Must maintain internal and external confidentiality.

• Successful completion of the required background checks.

Preferred Qualifications:

• Minimum of one-year experience in cash handling/customer service, as well as sales experience, focused in cross-selling products and services required.