Personal Banker - Express Bank

BOK Financial•Tulsa, OK

13d

About The Position

The Personal Banker provides an excellent client experience and helps build lasting client relationships. The role handles client questions and needs related to account activity, teller transactions, digital banking, debit cards, and other banking products and processes. Interactions may take place in person, by phone, chat, email, secure message, or other digital channels. The Personal Banker is expected to resolve client needs accurately and efficiently, make clients feel confident that their concerns have been addressed, and support the bank’s long-term growth. New employees participate in a comprehensive training program during their first eight weeks of employment. The program includes virtual facilitation, self-paced eLearning, on-the-job training, and skill application exercises, with guidance from a dedicated success team. The initial training schedule may differ from regular hours, and training may occur at a different location before permanent branch assignment.

Requirements

High school diploma or equivalent, and at least 1 year of sales or customer service experience; equivalent combinations of education and experience are also considered.
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.
Strong verbal communication skills, including providing information courteously, resolving issues, building relationships, and asking appropriate questions.
Strong 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 issues.
Basic math skills, including addition, subtraction, multiplication, and division, to reconcile accounts.
Working PC skills with word-processing and spreadsheet applications, and ability to learn internal company systems.
Ability to manage multiple tasks at a time.
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 a strong client experience by handling inbound calls and chats, follow-up outbound calls, secure messages, and other client communications.
Use sound judgment, mitigate risk, escalate concerns appropriately, and ensure client needs are addressed.
Educate new and existing clients about convenient banking services, including online banking, Bill Pay, E-Statements, and mobile and ATM deposits.
Recommend consumer products and services, including deposit accounts, consumer loans, digital banking, ATMs, and other self-service options.
Participate in training, self-improvement, skill-building, coaching, and feedback activities to develop product, systems, sales, and client-relations knowledge and skills.
Set goals and work toward achieving results.