Client Success Champion II

Sound Community Bank•Seattle, WA

About The Position

The Client Success Champion II (CSC II) delivers personalized, efficient, and accurate customer service through video interactions or branch relief coverage. The role includes the duties of a CSC I, such as processing teller transactions, answering phones, following up on client inquiries, and assisting with Branch Support tasks. The CSC II also originates and maintains new accounts and serves as backup to the Client Relationship Officer (CRO I). Retail employees identify referral opportunities and make qualified referrals to branch leadership and business partners. The schedule is Monday through Friday and averages 35 hours per week; branch hours include Saturdays, and travel to retail branch locations may be needed.

Requirements

High school diploma or equivalent.
At least 1 year of teller experience or equivalent experience and education.
Comfort with emerging technologies, including virtual client interactions.
Ability to operate multiple computer programs simultaneously and manage competing tasks.
Excellent relationship-building, interpersonal, and customer-service skills, including effective listening.
Cash-handling skills and a good balancing record.
Strong attention to detail.
Flexibility when priorities shift.
Ability to work independently and as part of a team.
Ability to provide cross-training.
Strong organizational and multitasking skills in a fast-paced environment.
Ethical conduct and understanding of confidentiality.
Ability to travel to retail branch locations as needed.
Ability to comply with regulatory requirements, including the Bank Secrecy Act.
Ability to lift 25 pounds.

Responsibilities

Support organizational sales objectives and campaigns by cross-selling products, identifying client needs, and referring clients to appropriate business lines.
Complete compliance and other required training on time and participate in self-development and training.
Conduct relationship reviews with existing clients, asking questions and listening to maintain rapport and identify additional business opportunities.
Provide excellent customer service, meet service standards, respond to client inquiries and requests promptly, and answer calls and emails within service standards.
Identify client problems and resolve them or refer them appropriately; work with the Client Success Manager and Relationship Manager to resolve issues to client satisfaction.
Open accounts for new and existing clients, help clients select accounts suited to their needs, accurately complete and route new-account forms, and track follow-up on new and closed accounts.
Obtain new-account and overdraft-protection approval using appropriate tools, and link client accounts for online and mobile banking.
Make calls to clients and potential clients, follow up on inquiries, and conduct business development calls.
Accurately and efficiently process client financial transactions according to established policies and procedures, and balance the cash drawer within established guidelines.
Complete general administrative tasks, including forms, file maintenance, and daily-report review.
Assist with wire transfers at client request and submit transaction-related forms to the appropriate department promptly.
Open new consumer bank accounts and perform associated account maintenance.
Comply with BSA and other applicable regulations; identify suspicious activity and complete required reports in accordance with regulations and internal policies.
Communicate professionally and effectively with relevant parties verbally and in writing; gather, analyze, and integrate information to find customer solutions.
Accept responsibility and coaching, participate in team meetings, provide cross-training, and give feedback to management.
Understand department operations, accept additional duties as needed, and support Sound Community Bank's core values and volunteering.
Travel to retail branch locations as needed.

Benefits

Quarterly incentive bonus of up to 10% of quarterly wages based on personal and branch performance goals.
Health, dental, and vision insurance plans for employees and dependents.
Employer-paid group life and accidental death and dismemberment insurance.
Wellness Program discount toward medical insurance premiums.
Employee Assistance Program.
401(k) plan options with up to 3.5% employer match.
Employee Stock Ownership Program (ESOP).
Voluntary benefits including Health Savings Account (HSA), voluntary life and accidental death and dismemberment insurance, accident plan, critical illness coverage, short-term disability, long-term disability, Flexible Spending Account (FSA), and Dependent Care Account.
Two weeks of paid vacation.
Paid employee days for birthday and hire-date anniversary.
Paid Sick and Safe Time: 7 days per year.
11 bank-paid holidays per calendar year.
Tenure Bonus Program.
Continuing education and tuition assistance up to $2,500 per year.
Student loan debt repayment up to $100 per month.
ORCA Passport, transportation alternatives, or benefit allowance.
Charitable donation matching program.
Monthly gym or health reimbursement.
Monthly pet insurance reimbursement.
Employee mortgage and consumer loans.
Banking services free of normal service charges.
Employee Recognition Program.