Personal Banker

BOK Financial•Albuquerque, NM

3d•Onsite

About The Position

The Bilingual Personal Banker II provides the best client experience possible for BOKF’s clients. They are empowered and responsible for providing a superior experience on every interaction in a manner that builds a permanently engaged client. Interactions include providing answers or solutions on account activity, teller transactions, digital banking products, debit cards and a variety of other products or processes. The Bilingual Personal Banker II will be able to effectively and efficiently handle client interactions and exceed client expectations. In addition, they will provide a level of support that makes clients feel assured that their needs have been completely and accurately resolved. The Bilingual Personal Banker II may interact with clients in a variety of ways including in person, via phone and may utilize chat, email or other digital communication channels. During your first nine weeks of employment, you will participate in a comprehensive training program. Please note that the training schedule may differ from your regular work schedule, and you may be required to train at a different location before being permanently assigned to a branch.

Requirements

High school diploma or equivalent
Minimum of 3+ years of sales or customer service experience
In-depth knowledge of consumer financial products and services
Strong knowledge of bank banking, retail sales operations and/or contact center operations including phone, email and chat support
Working knowledge of banking laws and regulations, i.e. Reg E, Reg CC, Reg DD, BSA, HMDA
Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues and build relationships to gain information by asking appropriate questions
Excellent written communication skills demonstrated by professional etiquette, proper grammar and punctuation
Excellent problem-solving and conflict resolution skills
Ability to follow established standards and use judgment to determine when appropriate to escalate
Strong basic math skills (addition, subtraction, multiplication, division) in order to reconcile accounts
Strong PC application skills including word processing and spreadsheet packages and the ability to learn to use various internal company systems
Ability to complete multiple tasks at a time
Excellent interpersonal skills including sales and client relations skills, both in-person and via telephone
Detail oriented, high degree of accuracy
Ability to work in a fast-paced environment & under pressure, as needed
Candidate must meet minimum language requirements in designated second language.

Nice To Haves

College degree is a plus or equivalent combination of education and experience.

Responsibilities

Delivering exceptional client experience to build, expand, and retain long-term client relationships.
Providing consultative conversations to existing and prospective clients to assess their financial needs and offer bank products and services to help clients accomplish their financial goals.
Resolving a variety of moderate to complex client problems while ensuring the highest level of client experience and satisfaction.
Owning and leading efforts to solve client problems and service breaks and escalates issues to leadership when appropriate.
Providing a variety of teller transactions for clients (i.e., cashes checks, processes checking and savings account withdrawals and balances within standards, etc.) while seeking opportunities to deepen client relationships and identify opportunities to help clients meet their financial goals.
Ensuring individual and team ownership of the BOKF brand experience through the delivery of a best in class client experience.
Owning individual execution of key plays to drive client experience and loyalty while exercising sound judgment and empowerment in exception scenarios while balancing the long term effects to BOKF and the client.
Participating in professional development through training, engaging in self-improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales, and client relations skills.
Actively participating in coaching and feedback sessions by setting goals and achieving results.