Personal Banker - Express Bank

BOK Financial•Tulsa, OK

16d

About The Position

The Personal Banker provides an excellent client experience by resolving questions and needs related to account activity, teller transactions, digital banking, debit cards, and other products or processes. The role handles client interactions efficiently and accurately, helping clients feel assured that their needs have been resolved. Interactions may take place in person, by phone, chat, email, secure message, or other digital channels. New employees participate in a comprehensive Banking Navigator training program during their first weeks of employment. The program includes virtual facilitation, self-paced eLearning, on-the-job training, and skill application exercises. The initial training schedule may differ from regular work hours, and training may take place at a different location before permanent branch assignment. The role also involves educating clients about banking services and recommending consumer products and services to help them reach their financial goals. BOK Financial provides training and development to support employees’ long-term careers.

Requirements

High school diploma or equivalent.
At least 1 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 concerns.
Basic math skills to reconcile accounts.
Working PC application skills, including word processing and spreadsheets, and the ability to learn internal company systems.
Ability to complete multiple tasks at a time.
Strong interpersonal, sales, and client-relations skills 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 outstanding client experiences by answering inbound calls and chats, making follow-up outbound calls, and responding to client chats, secure messages, and other communications.
Use sound judgment, mitigate risk, escalate concerns appropriately, and ensure client needs are addressed.
Educate new and existing clients about services such as online banking, Bill Pay, E-Statements, and mobile and ATM deposit capabilities.
Recommend consumer products and services, including deposit accounts, consumer loans, digital banking, ATM, and other self-service options.
Participate in professional development, training, self-improvement, and skill-building activities to improve product, systems, sales, and client-relations knowledge.
Participate in coaching and feedback sessions, set goals, and work to achieve results.