Client Service - Relationship Banker Float

Highland Bank•Minnetonka, MN

14d

About The Position

This position offers a wide range of client support related to retail and commercial banking, at a branch location where needed. Includes processing various deposit and loan payment transactions for retail and commercial clients as well as assisting clients with a variety of questions regarding retail and commercial products, services, policies and regulations of the bank in a clear and pleasant manner. As a Client Services Representative, this position performs the customer support function to assist both internal and external customers with general banking, e-banking and/or technical support type of inquiries.

Requirements

To perform this position 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

Keeps up to date with consumer and commercial depository products and services and is able to clearly explain them to customers.
Processes various in-branch financial transactions including cashing checks, accepting deposits and loan payments, negotiable instrument sales, savings bond redemptions, changing orders and foreign currency in a timely manner.
Balances Cash Recyclers, vault and coin machine.
Upholds customer confidentiality in accordance with established procedures and guidelines.
Handles inbound and outbound calls with a goal of customer retention, customer retention, expansion of their banking relationship with us and attracting new customers.
Interact with customers to provide information in response to inquiries about accounts, products and services.
Identifies and closes cross-sell opportunities (consumer/commercial) in order to solicit sales of new or additional services or products and tracks correctly within the bank system.
Directs customers to bank staff for the purchase or set up of specific products and services as needed.
Opens, maintains, and/or closes checking and savings accounts, certificates of deposit, and safe deposit boxes, ensuring adherence to compliance requirements and bank policies.
Provides secure access to safe deposit boxes, if applicable.
May open and close the branch following proper procedures/policies.
Demonstrates products or services and offers guidance on their optimal use.
Performs data entry to maintain consumer and commercial customers information into the bank’s computer system.
May process checks orders, stop payments, wire transfers, point of sale (POS) and automated teller machine (ATM) disputes.
Certified to notarize documents.
Works to ensure departmental compliance with BSA/AML/OFAC rules.
Reports suspicious client and account activity.
Develops and maintains positive relationships with Highland Bank customers and employees.
Assists other Highland Bank staff; perform other duties as apparent or as delegated by supervisor, in order to provide excellent customer and internal departments service
Volunteer in local community events and In-Service Days that the bank sponsors.
May occasionally be requested to assist at other branch locations.
Attends and completes all courses required by the bank to meet compliance standards and enhance job proficiency through understanding product knowledge, policies, and procedures.
Answer incoming calls, respond timely to emails, voicemails, online chats, and customer service tickets for internal and external customers.
Researches, identifies, and resolves internal and external retail and/or commercial customer requests using all available resources.
Routes calls to appropriate resources.
Upholds customer security in accordance with established procedures and guidelines.
Recognizes, documents, and alerts management of trends in customer calls.
Ensures and provides quality service to both internal and external customers by following procedures, identifying alternative solutions, or escalating to IT or outside vendors, if needed.
Upsell products and services to retail and commercial customers.
Promptly provides solutions to meet the needs and address concerns, following up with customers to ensure resolutions.
Advocates for the Bank’s customers and assists them in identifying various fraud type situations, such as online banking/mobile banking scams, account takeovers situations, identifying elder abuse, bill pay fraud, ATM/debit card fraud, wire fraud, check fraud, mobile deposit fraud, zelle fraud, external transfers fraud etc.
Identifies and escalates issues to management.
Provides technical support to retail and commercial customers as it relates to digital access for products, including but not limited to, digital banking, mobile banking, mobile deposit, bill payment, remote deposit, positive pay, wires, Automated Clearing House (ACH), merchant processing, lockbox etc.
Becomes a subject matter expert on all digital banking tools used by customers.
Provides assistance answering questions on functionality and any new functionality, when there are updates.
Capability to travel, with possible short notice, between branches to provide coverage.
Handles the courier bags daily, including sorting and delivering all mail and filing the checks and deposits in trays for retention.
Assists in the review of mobile and ATM deposits for proper endorsements, legitimacy, accuracy, etc.
Reviews large dollar checks over $25,000 for signature, endorsement, and encoding.
Completes secondary review of debit card maintenance and debit card orders, as needed.
Support with Critical File Maintenance Review.
Assists with Mobile Deposit enrollment approvals.
Updates procedures for all areas listed above or as needed.
Required to learn other tasks within the department to aid supportively and positively in the absence of a team member.
Potential to train peers on various job-related tasks, including but not limited to, mail processing, incoming emails from customers, mobile deposit review, etc.
Active participant during project implementation/deployment to include, but not limited to, new and existing technology, system upgrades, new products, and new services, while ensuring the Bank’s compliance with laws, regulations, and rules governing banking as well as the Bank’s internal policies.
Responsible for compliance with The Anti-Money Laundering/Bank Secrecy Act (AML/BSA), OFAC, Customer Information Policy (CIP) and Identity Theft Program to ensure ongoing risk assessment analysis as well as monitoring and reporting suspicious activity.

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Dependent Life Package
Accidental Death and Dismemberment Insurance (AD&D)
Salary Continuation
Long-Term Disability
Voluntary Life Insurance for Employee, Spouse, and Child(ren)
Voluntary Accidental Death and Dismemberment Insurance (AD&D) for Employee, Spouse, and Child(ren)
Health Savings Account
Flexible Spending Accounts
401(k) with 4% employer match
21 Days of PTO, accrued per pay period
Employee Incentive Program