Client Service Representative

Old National Bank•Sun Prairie, WI

10d

About The Position

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 customer service issues, refer products and services that meet clients’ financial needs, and maintain knowledge of clients’ accounts and banking relationships. The role also manages the vault, balances ATMs and cash dispensing machines, and processes night drops. Positions may be based in one banking center or support multiple locations within a market. The role provides accurate and professional financial transactions and handles client inquiries and account-service requests, including statement information, balancing inquiries, account charges, address changes, check or debit card orders, and wire transfers. Representatives listen to clients, identify their needs, ensure requests are addressed, and deliver a welcoming client experience. Operational responsibilities include managing cash supplies, processing cash shipments, balancing the vault and machines, and buying or selling cash as needed. Representatives resolve or assist with client-maintenance and service problems, collaborate with internal departments when needed, contribute to operational and service targets, participate in sales activities, and make needs-based product and service referrals. They may promote, sell, and open deposit accounts.

Requirements

High school diploma or GED equivalent.
Demonstrated knowledge of banking policies, procedures, and regulations affecting banking center operations.
Ability to meet cash handling and balancing standards consistently.
Detail orientation and organizational skills, including the ability to manage varied tasks and priorities.
Ability to resolve operational issues by drawing on appropriate resources and departments.
Strong active listening, communication, diplomacy, and client-service skills.
Ability to adapt communication style to individual client needs and handle difficult client interactions.

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

Process a variety of financial transactions accurately and in accordance with bank policies and procedures while maintaining an acceptable balancing record.
Respond to client inquiries and service needs, including statement information, balancing inquiries, account charges, address changes, check or debit card orders, and wire transfers.
Listen to clients, identify their needs, provide relevant information, and confirm that their needs have been met before concluding interactions.
Deliver a welcoming, professional client experience and demonstrate ownership in resolving client service issues.
Manage banking center cash supplies according to business demand, including processing incoming and outgoing cash shipments.
Manage the vault and balance the vault, ATMs, and cash dispensing machines; buy or sell cash as needed; and process night drops.
Resolve or assist with simple to moderately complex customer maintenance and client service problems, using available resources and internal departments as appropriate.
Contribute to operational performance, service excellence, and product and service referral targets.
Participate in weekly sales meetings and other activities to increase referrals and sales.
Maintain knowledge of bank products and services and make referrals based on client needs.
May promote, sell, and open deposit accounts.
Apply banking policies, procedures, and regulations, including hold procedures and cash drawer and cash-out limits.
Escalate client or operational concerns appropriately and handle difficult client interactions.