Customer Service Center Banker

ChoiceOne Bank•Grand Blanc, MI

4d•Onsite

About The Position

Provide exceptional support and service to our banking customers. Treat each customer with respect and courtesy, responsively addressing their service concerns, and build relationships through recommending appropriate deposit, loan, and other banking products. When needed, will also process customer transactions to provide excellent customer service.

Requirements

High School Diploma or equivalent
Ability to work in an office environment which may include many hours of computer and telephone usage.

Nice To Haves

Minimum of six (6) months cash handling experience preferred
One (1) year of Call Center, customer service in banking, financial services or goal-drive retail sales preferred
Successful completion of ChoiceOne’s Retail Advancement Program (RAP)
NMLS

Responsibilities

Provide friendly, helpful service that promotes financial discipline by:
Preparing for daily interactions with a professional mindset and an organized workstation.
Maintaining knowledge of the bank’s products, services, and processes.
Proactively greeting clients with a smile and warm tone.
Understanding the client’s objectives by asking appropriate questions and listening to the client’s responses.
Recommending the best solution or guiding the client to the appropriate staff to accomplish the client’s needs and strengthen their financial well-being.
Processing the transaction accurately and efficiently.
Following up with the clients to ensure satisfaction and provide encouragement.
Proactively displaying teamwork and respect for other team members.
Answer incoming calls quickly and efficiently, escalating issues when appropriate
Take ownership of call and respond with a “First Call Resolution” mindset
Maintain, cross-sell, and refer all ChoiceOne products
Record all client contact, sales, or referrals via Synapsys
Understand and educate customers on consumer deposit and lending products.
Drive sales with a disciplined sales process and use current banking technology to drive both sales and service.
Obtain referrals from customers, other bank colleagues and partners while educating and referring customers to other areas of the bank to deepen relationships and build a strong partnership.
Adhere to all operational, security, risk and regulatory policies and procedures.
Demonstrate good judgement in sales, customer service, relationship management, banking, investments, consumer lending, business banking, business lending, communication and presentation.
Process customer day-to-day transactions as needed.
Opens new personal and business accounts in accordance with bank policies and regulatory requirements.
Additional responsibilities as assigned.
Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
Be familiar with and comply with all federal and state banking regulations as applicable.