Direct Banker Universal Specialist Multi-Lingual

Capital City Bank Group, Inc.•Tallahassee, FL

4d•Hybrid

About The Position

Providing client service in both English and Spanish is the primary function of this position with a strong focus on strengthening relationships by offering new or additional products and services. Associate will handle incoming and outgoing phone calls and Video Banking teller sessions of a routine nature with the intent of providing client satisfaction and retention; however, some transactions may require deviation from standard screens, scripts and procedures. This position requires extensive knowledge of the company structure and its products and services to maximize the profit potential of each client via video channels. Associate must have strong written and verbal communication skills and be able to handle multiple tasks with strong organizational skills. All associates at Capital City Bank have access to confidential client information and must practice discretion at all times.

Requirements

Associate typically must be in primary position 6 months and will be responsible for being cross-trained into second position within 1 year.
Good written communication skills
Exercises high level of sound and reasonable judgment
Extensive knowledge of bank policies and procedures
Ability to apply initiative and work with little supervision
Ability to prioritize work and mutli-task
Ability to communicate effectively and interact positively with all clients as well as fellow associates
Ability to follow detailed instructions and a wide range of procedures requiring some judgement
Previous banking experience strongly encouraged
Minimum, high school diploma or equivalent. Relevant experience may substitute for the education requirement
Successful completion of in-house training program or other approved training program
Attends necessary sales and product training sessions
All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT at all times.
Associates will consistently follow policies and procedures as established by Capital City Bank, with department managers setting the standard.

Nice To Haves

Preferred on year of banking or client service experience

Responsibilities

Provides client with information about Bank products and services via phone and ITM session
Backs up in all areas, as needed
Originates credit card applications via incoming calls.
Cross-sell relevant products and services and refer clients to other departments, as appropriate
Attends necessary sales and product training sessions
One year commitment to position is required, before internal posting for other positions within the Bank is permitted
Ensures great client service in both English and Spanish
Performs multiple advanced-teller duties including, but not limited to, account maintenance, deposits and withdrawals, loan payments, check ordering, place hold based on Reg CC guidelines, endorsement verification, debit card maintenance, verification of funds, and end of day balancing.
Communicates and conducts transactions with clients via interactive teller kiosk (ITM) with a smile.
Answers questions by obtaining and maintaining a high level of understanding of products, services, procedures, risks, vendors, and other pertinent information.
Oversees ITMs by inputting service requests and ensuring timely fixes. Responsibilities include monitoring repeat service issues.
Notifies Coordinator and/or Video Banking Experience Manager of any unusual activity
Handles unique client requests which require special attention. Educating clients on products, services, requirements, risks, and disclosures to prevent situation from recurring.
Research transactions, disputed fees, accounts, signers, and missing transactions.
Cross-sells relevant products and services and refers clients to other departments, as appropriate
Participates in departmental initiatives for growth and innovation
Assists in other areas of the department during peak times, when needed
Provides additional support to manager and department colleagues
Completes all assigned/required Bank training within established timelines.