Client Service Representative

Old National Bank•New Richmond, WI

10d

About The Position

Old National Bank is hiring Client Service Representatives to help banking centers retain and deepen client relationships throughout the relationship lifecycle. The role processes transactions and service requests accurately and thoughtfully, resolves client service issues, and refers products and services that address clients’ financial needs. Representatives should understand clients’ accounts and business with the bank. The position also manages vault operations, balances ATMs and cash dispensing machines, and processes night drops. A representative may work at one banking center or support multiple locations within a market. Compensation is listed at $17.00–$27.50 per hour; final compensation depends on location, skills, experience, qualifications, and the career level at which the position is filled. Old National describes itself as a community- and client-focused company with a commitment to social responsibility, community investment, and an inclusive workplace. Its benefits include medical, dental, and vision insurance, a 401(k), continuing education opportunities, an employee assistance program, and Impact Network Groups.

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 multiple tasks and priorities.
Ability to resolve operational issues by drawing on appropriate resources and departments.
Strong active listening, communication, and client service skills.
Ability to handle difficult client interactions with diplomacy and tact.

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, patiently, and professionally in accordance with bank policies and procedures while maintaining an acceptable balancing record.
Respond to client inquiries and requests, 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 each interaction.
Provide a welcoming client experience and demonstrate behaviors that convey clients’ time and business are valued.
Manage and monitor cash supplies for banking center needs, process incoming and outgoing cash shipments, balance the vault, ATMs, and cash dispensing machines, and buy or sell cash as needed.
Process night drops.
Resolve or assist with simple to moderately complex customer maintenance and client service issues, using available resources and coordinating with relevant internal departments.
Contribute to banking center performance targets for operations, service excellence, and product and service referrals.
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, cash drawer limits, and cash-out limits.
Take ownership of client transaction or operational issues, identify concerns that may negatively affect clients, and escalate them appropriately.
Adapt communication to client preferences, use active listening and questions to understand needs, and handle difficult client interactions.