Personal Banker - Express Bank

BOK Financial•Albuquerque, NM

13d

About The Position

The Personal Banker provides BOKF clients with an excellent experience and works to build lasting client relationships. The role handles inquiries and solutions related to account activity, teller transactions, digital banking products, debit cards, and other products or processes. Client interactions may take place in person, by phone, chat, email, or other digital channels. The Personal Banker is expected to resolve client needs accurately and efficiently, exceed expectations, and help clients feel confident that their concerns have been addressed. New employees participate in a comprehensive training program during their first eight weeks of employment. BOK Financial also describes its Banking Navigator program as a nine-week program that includes virtual facilitation, self-paced eLearning, on-the-job training, and skill application exercises, supported by a dedicated success team. Initial training hours may differ from regular hours, and training may take place at a different location before permanent branch assignment. The role includes supporting clients’ financial goals through education and recommendations, while developing product, systems, sales, and client-relations knowledge through training, coaching, feedback, and self-improvement activities. BOK Financial describes itself as a stable and financially strong organization that provides training and development to support employees’ long-term careers.

Requirements

High school diploma or equivalent, and 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 the ability to provide information courteously, resolve issues, build relationships, and ask appropriate questions.
Excellent written communication skills, including professional etiquette, proper grammar, and punctuation.
Problem-solving and conflict-resolution skills.
Ability to follow established standards and use judgment to determine when to escalate issues.
Basic math skills, including addition, subtraction, multiplication, and division, to reconcile accounts.
Working PC application skills, including word processing and spreadsheet packages, 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.
Attention to detail 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 an outstanding client experience by handling inbound calls and/or 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 confident their needs have been addressed.
Educate new and existing clients about convenient banking services, including online banking, Bill Pay, E-Statements, mobile deposits, and ATM deposits.
Recommend consumer products and services, including deposit accounts, consumer loans, digital banking, ATMs, and other self-service options, to help clients reach their financial goals.
Participate in training, self-improvement initiatives, and skill-building activities to enhance product knowledge, systems knowledge, sales skills, and client-relations skills.
Take part in coaching and feedback sessions, set goals, and work toward achieving results.