Personal Banker - Express Bank

BOK Financial • Tulsa, OK

16d

About The Position

The Personal Banker provides BOKF clients with a superior experience across interactions involving account activity, teller transactions, digital banking products, debit cards, and other products or processes. The role resolves client needs accurately and efficiently, builds lasting client engagement, and may serve clients in person, by phone, chat, email, secure message, or other digital channels.

New hires participate in a comprehensive Banking Navigator training program, described as a nine-week program that includes virtual facilitation, self-paced eLearning, on-the-job training, and skill application exercises. The job description also refers to participation in comprehensive training during the first eight weeks of employment. Training schedules may differ from regular hours, and training may take place at a different location before permanent branch assignment.

The role includes educating clients about convenient banking services, recommending consumer products and services, managing risk and escalations, and developing product, systems, sales, and client-relations skills through coaching and professional development.

Requirements

• High school diploma or equivalent.
• At least one year of sales or customer service experience, or an equivalent combination of education and experience.
• Working knowledge of consumer financial products and services.
• Working knowledge of banking, retail sales operations, and/or contact center operations, including phone, email, and chat support.
• Excellent verbal communication skills, including courteous client service, issue resolution, relationship-building, and asking appropriate questions.
• Excellent written communication skills, including professional etiquette, grammar, and punctuation.
• Problem-solving and conflict-resolution skills.
• Ability to follow established standards and use judgment to determine when to escalate.
• Basic math skills for reconciling accounts.
• Working PC application skills, including word processing and spreadsheets, and ability to learn internal company systems.
• Ability to manage multiple tasks at a time.
• Strong interpersonal, sales, and client-relations skills, both in person and by telephone.
• Detail orientation and a high degree of accuracy.
• Ability to work in a fast-paced environment and under pressure as needed.

Nice To Haves

• A college degree.

Responsibilities

• Deliver outstanding client experiences by answering inbound calls and chats, making follow-up outbound calls, and responding to chats, secure messages, and other client communications.
• Use sound judgment, mitigate risk, escalate concerns appropriately, and ensure clients feel their needs have been addressed.
• Educate new and existing clients about services such as online banking, Bill Pay, E-Statements, mobile deposits, and ATM deposits.
• Recommend consumer products and services, including deposit accounts, consumer loans, digital banking, ATM services, and other self-service options.
• Participate in professional development, training, self-improvement, skill-building, coaching, and feedback sessions; set goals and work toward results.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED