Client Service Representative

Old National Bank • Johnsburg, IL

11h

About The Position

Client Service Representatives help the banking center retain and deepen client relationships throughout the relationship lifecycle. They use sound judgment and care when processing transactions and service requests, take ownership of resolving service issues, refer products and services that meet clients’ financial needs, and maintain knowledge of clients’ accounts and business with the bank. The role includes managing the vault, balancing ATMs and cash dispensing machines, and processing night drops. Positions may be based in one banking center or support multiple locations within a market.

The position provides financial transactions and client services in accordance with bank policies and procedures while maintaining an acceptable balancing record. Representatives address inquiries and service needs, listen to clients, and ensure their needs are met. They also manage cash supplies and shipments, help resolve customer maintenance and service problems, contribute to operational and service targets, participate in sales activities, and make needs-based product referrals. Representatives 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, including hold procedures, cash drawer limits, and cash out limits.
• Ability to meet cash handling and balancing standards consistently.
• Detail orientation and organizational skills, including the ability to manage varied tasks and priorities.
• Client-service, active-listening, and communication skills, including the ability to handle difficult interactions and adapt communication to individual needs.
• Ability to take ownership of client issues, identify appropriate resources, and develop relevant solutions.

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 patiently, professionally, and accurately 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 appropriate information, and confirm all needs are met before concluding interactions.
• Manage the banking center’s cash supply, including incoming and outgoing cash shipments, vault balancing, ATM and cash dispensing machine balancing, and buying or selling cash as needed.
• Manage the vault 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.
• 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 bank products and services and make referrals based on clients’ needs.
• May promote, sell, and open deposit accounts.
• Escalate client transaction or operational concerns when outcomes may negatively affect the client.

Benefits

• Competitive compensation with a salary and incentive program.
• Medical, dental, and vision insurance.
• 401(k).
• Continuing education opportunities.
• Employee assistance program.
• Impact Network Groups supporting engagement, awareness of diverse backgrounds and experiences, and inclusion.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED