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Reporting to the Branch Manager and/or Branch Service Manager, the Branch Service Specialist is responsible for performing a variety of duties including, responding to customer inquiries, processing transactions, customer requests, resolving difficult/complex issues, and making quality sales referrals.
The Branch Service Specialist may receive day-to-day work direction from other branch officers. Depending on the office assigned, may be responsible for servicing specialty segments such as Priority and Cash and Save, etc.
Under guidance of office leadership, will be responsible for:
50% - Customer Service Transactions
Ensure understanding of and adherence to all operating policies, procedures and regulatory requirements.
Provide an outstanding customer experience when responding to customer requests and inquiries and processing transactions within assigned authority.
Respond directly to customer issues and complaints in a timely, professional and effective manner.
Escalate more complex issues/complaints to the appropriate supervisor or co-worker within the branch if unable to resolve directly.
Maintain cash drawer within prescribed cash limits and meet cash balancing standards.
Perform more complex tasks such as Safe Deposit activities, handling of customer requests/research, merchant teller services, remote branch capture, etc., in compliance with established policies, procedures and standards.
30% - Sales Referrals
Identify and recommend appropriate bank services that result in quality sales and best meet customers’ needs.
Participate in sales promotions and meet monthly referral goals.
May assist Manager in training tellers to effectively identify quality referral opportunities.
20% - Operations/Risk/Compliance
Verify and/or approve various documents and transactions, (e.g., G/L tickets, IBC's, Customer Charges, Deposits, etc.).
Responsible for following and adhering to all bank operational and security policies and procedures, including compliance and privacy policies and procedures to maintain customer confidentiality. Conform to all government compliance regulations.
Typically requires 3+ years of experience and increasing levels of responsibility within branch operations.
Possess knowledge of banking products and services.
Requires strong sales and service orientation and the ability to communicate effectively with all levels of management and clients.
Possess excellent verbal, written and interpersonal communication skills.
The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.
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