Deposit Services Specialist

SOUTHERN BANK•Poplar Bluff, MO

8d•Onsite

About The Position

This position is the focal point in the branch for sales, service and/or referral opportunities in support of the overall bank goals and striving to make lifelong relationships with our customers. This position is responsible for remotely servicing customers via interactive technological channels. As part of a team, the Deposit Services Specialist will play a vital role in living our commitment to the highest ethical standards and maintain the values trusted by our customers and communities. EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals. Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations. ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS Develops new customer relationships and/or retains and expands existing relationships by proactively identifying customer opportunities utilizing fundamentals of cross-selling to achieve personal and branch goals; Takes ownership of the customer experience, including opening accounts, cross-selling other products and resolving issues as appropriate; Builds new customer relationships through frequent interactions with customers; Proactively contacts customers to ensure customer satisfaction; Actively pursues opportunities to establish new relationships and to expand existing customer relationships; Proactively educates customers on utilizing available access channels; Assists in resolving difficult customer situations effectively, while delivering friendly customer service and ensuring the highest level of customer satisfaction; Maintains thorough knowledge of bank regulatory requirements included but not limited to Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy, and Information Security; Maintains proficiency in all bank products and services throughout all delivery channels including; but not limited to, deposit products and electronic services as well as loan products; Maintains technical knowledge of various bank products, services, and electronic delivery channels as defined by the customer service department standards; Maintains trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers; Identifies financial needs of customers and presents all appropriate product and service options by working cooperatively with appropriate internal team members; Performs customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers; Receives, investigates, and responds to customer inquiries regarding products, services, and issues via all channels through which customers are served; Proactively serves as a liaison for the customer and takes ownership of customer problems. Pursues solutions on behalf of the customer and independently resolves issues; Accurately completes necessary steps, paperwork and procedures within established guidelines to complete customer’s requests for various services and products; Efficiently interprets and explains bank charges, policies, procedures, special programs and rates in non-bank terms to ensure customer understanding of information being communicated; Proactively advises management of irregular or recurring problems and suggests improvements to better service the customers; Maintains the customer’s confidentiality; and, Completes and performs any other duties as assigned.

Requirements

Demonstrated positive and helpful attitude toward both internal and external customers
Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors
Ability to quickly learn and effectively use various types of evolving technologies to service customers
Excellent verbal communication skills
Professional appearance and behavior
Ability to explain and/or cross-sell bank products and services
Excellent customer service skills and a sincere desire to help customers
Ability to work independently and as a team with excellent time management skills
Knowledge of various personal computer programs and various electronic delivery channels. Proficient with internet, mobile banking, and other technologies
Ability to resolve all customary and usual service inquiries independently and effectively
High school diploma or equivalent
Two or more years of experience in a bank or other financial institution

Responsibilities

Develops new customer relationships and/or retains and expands existing relationships by proactively identifying customer opportunities utilizing fundamentals of cross-selling to achieve personal and branch goals
Takes ownership of the customer experience, including opening accounts, cross-selling other products and resolving issues as appropriate
Builds new customer relationships through frequent interactions with customers
Proactively contacts customers to ensure customer satisfaction
Actively pursues opportunities to establish new relationships and to expand existing customer relationships
Proactively educates customers on utilizing available access channels
Assists in resolving difficult customer situations effectively, while delivering friendly customer service and ensuring the highest level of customer satisfaction
Maintains thorough knowledge of bank regulatory requirements included but not limited to Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy, and Information Security
Maintains proficiency in all bank products and services throughout all delivery channels including; but not limited to, deposit products and electronic services as well as loan products
Maintains technical knowledge of various bank products, services, and electronic delivery channels as defined by the customer service department standards
Maintains trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers
Identifies financial needs of customers and presents all appropriate product and service options by working cooperatively with appropriate internal team members
Performs customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers
Receives, investigates, and responds to customer inquiries regarding products, services, and issues via all channels through which customers are served
Proactively serves as a liaison for the customer and takes ownership of customer problems. Pursues solutions on behalf of the customer and independently resolves issues
Accurately completes necessary steps, paperwork and procedures within established guidelines to complete customer’s requests for various services and products
Efficiently interprets and explains bank charges, policies, procedures, special programs and rates in non-bank terms to ensure customer understanding of information being communicated
Proactively advises management of irregular or recurring problems and suggests improvements to better service the customers
Maintains the customer’s confidentiality
Completes and performs any other duties as assigned