Client Service Representative

Old National Bank•Fort Wayne, IN

2d•$17 - $28•Onsite

About The Position

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Requirements

High School diploma or BED equivalent
1-2 years’ prior banking, sales, and/or customer service experience preferred
2+ years’ prior cash handling or Teller experience preferred
Demonstrates and applies sound knowledge of banking policies, procedures and regulations affecting the operations of the banking center including hold procedures, cash drawer limits, and cash out limits
Meets cash handling and balancing standards consistently. Demonstrates detail orientation.
Resolves operational issues by seeking input and drawing on appropriate resources/departments to develop viable and relevant client solutions.
Proficient handling a variety of tasks and priorities throughout the day, moving seamlessly between tasks.
Personally strives to make each client interaction the best experience, performing a variety of financial transactions with patience, professionalism and accuracy.
Takes ownership for resolving client transaction or operational issues and recognizes when outcomes may negatively impact the client and escalates those concerns appropriately.
Anticipates client needs and develops appropriate solutions.
Demonstrates diplomacy, tact, and caring during interactions with clients, co-workers, and others through strong active listening skills and the use of questions to understand customer needs during transactions
Adapts communication style and approach to accommodate individual needs and preferences and to fit the situation (e.g., asks the client how he/she prefers to be contacted, understands verbal and non-verbal cues, increases/decreases pace of conversation as appropriate)
Diffuses and handles difficult client interactions.

Responsibilities

Help the banking center retain and deepen client relationships over the lifecycle of the relationship by using sound judgement and care in processing transactions and service requests.
Demonstrate ownership in resolving customer service issues efficiently and effectively.
Proactively refer product and service solutions that meet the client’s financial needs.
Be knowledgeable about the client’s accounts and business with the bank.
Manage the vault, balance ATMs and cash dispensing machines, and process night drops.
Perform a variety of financial transactions with patience, professionalism, and accuracy in accordance with bank policies and procedures while maintaining an acceptable balancing record.
Service client inquiries and needs including requests for statement information, balancing inquiries, account charges, address changes, check or debit card orders, and wire transfers.
Actively listen to the client to fully understand the needs; willingly respond to questions, offers, and elicit appropriate information to learn about the client’s needs to fulfill transaction and service requests.
Engage and warmly welcome the client; confirm all needs are met before concluding a client interaction; engage with the client in a manner that conveys his/her time and business is valued; consistently demonstrate the behaviors defined by Old National that deliver an extraordinary client experience.
Manage and monitor the supply of cash for the banking center needs based on business demand including processing incoming/outgoing cash shipments; balancing the vault, ATM, and cash dispensing machines; and buying/selling cash as needed.
Proactively resolve or assist in the resolution of a variety of simple to moderately complex customer maintenance and/or client service problems using available resources for problem resolution, including analysis and understanding of information received from other internal departments such as Loan Operations, Deposit Operations, Internal Bank Support, Reconcilement, Risk Management, etc.
Contribute to the banking center’s overall success by meeting defined targets for operational performance, service excellence, and product and service referrals.
Actively participate in weekly sales meetings and other activities to increase referrals and sales.
Maintain knowledge of all products and services and effectively apply that knowledge to make product and service referrals based on the client’s needs.
May promote, sell, and open all types of deposit accounts.