Customer Care Relationship Banker

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SUMMARY

The Customer Care Relationship Banker will connect with customers over the phone to understand their needs and match them with First United Bank products and services. They will mentor employees, handle customer service duties, sales, and relationship management, aiming to meet or exceed goals. Mastery of our delivery process and product knowledge is essential to develop customer relationships through the following duties.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Handle incoming calls from customers and employees, resolving inquiries efficiently.
• Assist with card services and customer-facing technologies such as online, mobile, and telephone banking.
• Maintain knowledge of all bank products, services, policies, procedures, and regulatory issues.
• Follow proper procedures for all customer service activities.
• Serve as the primary contact to retain existing customers and develop new relationships.
• Meet and exceed performance goals, participate in sales campaigns, promote new products, and educate customers and peers.
• Participate in meetings, bank functions, and community events as requested.
• Provide excellent service over the phone to build rapport and loyalty.
• Identify customer needs, discuss financial needs, and refer to appropriate departments.
• Open new accounts and ancillary products, answer questions, and ensure proper paperwork is completed.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Complete annual compliance exams.
• Adhere to all policies and procedures.
• Dress professionally.
• Perform other duties as assigned.

EMPLOYEE REQUIREMENTS

Must be able to perform essential duties satisfactorily. Reasonable accommodations may be made for disabilities.

Education and Experience

• High School Diploma required; some college preferred.
• One year of retail or customer service experience preferred.

Technical/Functional Skills

• Excellent customer service skills.
• Basic math skills.
• High accuracy and attention to detail.
• Positive attitude and strong interpersonal skills.
• Effective communication skills.
• Time management and ability to work independently.
• Good judgment and decision-making skills.
• Logical reasoning and problem-solving skills.
• Ability to multi-task.
• Professional appearance and attitude.
• Ethical behavior.
• Active listening skills.

Note:

Other duties may be assigned as needed.