Customer Care Specialist I

1ST SUMMIT BANK•Richland Township, PA

3d•Onsite

About The Position

This role is responsible for building and strengthening relationships with customers, identifying financial needs, and providing appropriate solutions to deliver an exceptional customer experience. The position also involves managing operational aspects of the branch, including coordinating daily operations, opening and closing the branch, and ensuring compliance with policies and procedures. Additionally, the role provides direction and support to branch professionals to ensure efficient operations and foster a positive team environment.

Requirements

Excellent verbal and written communication skills.
Strong organizational and time management skills, with the ability to prioritize multiple responsibilities while maintaining operational excellence.
Strong problem-solving and decision-making skills, with the ability to exercise sound judgment and resolve routine operational and customer issues.
Results-oriented, with the ability to achieve individual and branch performance goals while promoting a relationship-focused sales and service culture.
Ability to coach, motivate, and provide constructive feedback to team members in a positive and supportive manner.
Demonstrate initiative, accountability, professionalism, integrity, confidentiality and the ability to work independently while contributing to overall team success.
Proficiency in technology and digital banking tools, with the ability to learn new systems and assist customers with digital banking solutions.
High school diploma or equivalent required.
1-3 years of retail banking experience required.

Nice To Haves

Associate or bachelor’s degree preferred.
Previous experience as Head Teller, Sr. Relationship Banker, or team lead experience preferred.
Consumer lending experience preferred.

Responsibilities

Build and strengthen relationships with existing and prospective customers by identifying financial needs, providing appropriate solutions, and delivering exceptional customer experience.
Identify customer opportunities through meaningful conversations and refer customers to appropriate products, services, and business partners to deepen relationships.
Respond promptly to customer requests and resolve routine customer issues professionally to ensure a positive and seamless customer experience.
Conduct proactive customer outreach and follow-up utilizing the bank’s CRM system to strengthen relationships, retain existing business, identify additional opportunities, and support branch growth.
Perform account servicing, customer transactions, and loan documentation accurately while educating customers on available products and services.
Participate in community events, networking opportunities, and business development activities as assigned to enhance the bank’s visibility, strengthen community relationships, and generate new business.
Assist the PBO or Community Office Supervisor in coordinating the daily operations of the branch to ensure efficient workflow, timely completion of operational responsibilities, and exceptional customer experience.
Coordinate daily priorities and staffing assignments to meet customer needs, maintain operational efficiency, and support departmental goals.
Open and close the branch in accordance with established policies, procedures, and security standards.
Perform operational approvals and transaction overrides within established authority while ensuring operational accuracy and compliance.
Monitor daily branch operations and assist in maintaining a professional, organized, and welcoming branch environment.
Assist with branch security responsibilities and promote adherence to security procedures, risk management practices, and internal controls.
Assist in managing customer flow by directing customers to the appropriate banking professional to ensure efficient, timely, and personalized service.
Provide day-to-day direction, guidance, and support to branch professionals to ensure efficient operations, operational excellence, and exceptional customer experience.
Conduct and participate in daily Morning Summit kick-off meetings, branch-based relationship building meetings, and team Employee Relations meetings to communicate priorities, share updates on policies and procedures, reinforce goals, and align performance expectations.
Reinforce branch goals and daily priorities while promoting accountability, teamwork, and continuous improvement.
Serve as a resource for branch professionals by answering operational questions and promoting the consistent application of policies and procedures.
Perform duties as assigned or directed.