Client Service Representative

Old National Bank•Bloomington, IN

About The Position

Old National Bank’s Client Service Representatives help the banking center retain and deepen client relationships throughout the relationship lifecycle. They process transactions and service requests with sound judgment and care, take ownership of resolving client service issues, refer products and services that meet clients’ financial needs, and maintain knowledge of clients’ accounts and business with the bank. The role also manages the vault, balances ATMs and cash dispensing machines, and processes night drops. The representative performs financial transactions and responds to client inquiries, including requests for statement information, balancing inquiries, account charges, address changes, check or debit card orders, and wire transfers. They welcome clients, listen to understand their needs, and ensure those needs are met. Operational duties include managing the banking center’s cash supply, processing cash shipments, balancing cash resources, and buying or selling cash as needed. Representatives also help resolve client maintenance and service problems, contribute to operational and service targets, participate in sales activities, and make appropriate product and service referrals.

Requirements

High school diploma or GED equivalent.

Nice To Haves

1–2 years of prior banking, sales, and/or customer service experience preferred.
2 or more years of prior cash handling or Teller experience preferred.

Responsibilities

Perform financial transactions accurately and professionally in accordance with bank policies and procedures while maintaining an acceptable balancing record.
Respond to client inquiries and service requests, including statement information, balancing inquiries, account charges, address changes, check or debit card orders, and wire transfers.
Listen to clients, identify their needs, and provide a welcoming experience that ensures their needs are met.
Manage and monitor the banking center’s cash supply, including processing incoming and outgoing cash shipments, balancing the vault, ATMs, and cash dispensing machines, and buying or selling cash as needed.
Process night drops.
Resolve or assist with simple to moderately complex customer maintenance and client service problems, using available resources and relevant internal departments.
Meet defined targets for operational performance, service excellence, and product and service referrals.
Participate in weekly sales meetings and other activities intended to increase referrals and sales.
Maintain knowledge of the bank’s products and services and make referrals based on clients’ needs.
Promote, sell, and open deposit accounts when applicable.
Apply banking policies, procedures, and regulations relevant to banking center operations, including hold procedures and cash drawer and cash-out limits.
Take ownership of client transaction or operational issues and escalate concerns when outcomes may negatively affect clients.
Adapt communication to clients’ needs and preferences and handle difficult interactions diplomatically.