Client Relationship Specialist I

Locus•Christiansburg, VA

3d•Hybrid

About The Position

The Client Relationship Specialist I serves as a point of contact for Locus clients connecting through a variety of channels to create a positive and lasting impression by providing excellent customer service for banking needs and transactions. Locus is a nonprofit holding company regulated by the Federal Reserve. Locus Bank is an FDIC-insured, certified bank and B Corp offering products tailored to socially conscious investors. Locus Bank is a majority-owned subsidiary of Locus. Member FDIC. Equal Housing Lender. Learn more at www.locusimpact.org.

Requirements

Minimum 2 years’ experience in a branch banking or commercial banking environment.
Good working knowledge of CIP/KYC and U.S. Patriot Act guidelines.
Prior customer relationship experience required, as client engagement is a key element in this role.
Excellent Word, Excel, and Windows file management skills are mandatory.
Experience with FISERV or core bank operating systems.
Experience with digital banking services.
Strong technical experience with Salesforce or other CRM tools.
Demonstrated web research skills.
Familiarity with Outlook or similar network-based email and calendar software.
Extensive computer usage and Microsoft Teams communication.
Must be able to work independently in a stable remote environment.
Ability to communicate verbally across all levels of the organization in a clear, concise, and confident manner.
Ability to write accurate, clear, and organized communications, incorporating a range of information and analysis. Ability to document workflow and procedures.

Nice To Haves

Commercial lending experience, especially originating loans, preferred.

Responsibilities

Executes both monetary and non-monetary customer transactions.
Appropriately assess risk when making business decisions, demonstrating consideration for preserving brand reputation, safeguarding assets, and client information.
Adhere to proprietary and regulatory compliance requirements as they pertain to teller and sales functions.
Resolve issues and difficulties across multiple departments while maintaining a high level of customer service to internal and external customers.
Provide day-to-day assistance and support for client service and problem resolution.
Update Salesforce with client contacts, details on follow-up, referrals, and activities.
Work directly with clients to obtain the required information.
Assist with initial file setup for prospects and clients by being an Egnyte subject matter expert.
Assist with gathering and organizing financial data and accurately and systematically track this information.
Opening new accounts, working on renewable CD’s and closing accounts.
Serve as a backup to the Office Manager.
Other tasks as assigned by Deposit Operations Manager.
Identify customer life cycles to meet general and specific needs by recommending products and services for various types of businesses, nonprofits, and mission-focused depositors.
Client relations specialists frequently answer questions or instruct clients on how to use or access their products or services.
Client relations specialists are also responsible for resolving any problems a customer is experiencing.
Sell products and services directly and contact customers after product purchase or service completion to ensure the customer is fully satisfied.
Analyze how to improve sales and consistently seek ways to improve customer experiences.
Educate clients on our banking products, digital platforms, and self-service features. Seek to automate regular banking transactions and encourage usage of digital platforms.
Maintain and support daily branch coverage and security requirements, including all office visitors.
Maintain updated branch office procedures on SID (internal resource website) for daily office activities.
Participate in weekly team and other Finance, All Staff, or other Locus Impact Banking meetings as required.