Customer Care Relationship Banker

Overview

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Job Title:

Customer Care Relationship Banker

Location:

Durant-Corporate

Hours of operation for Customer Care:

• Weekdays - 9:30a to 6:00p OR 11:30a to 8:00p (Exact hours determined by management)
• * Saturday Rotation - 8:00a to 4:00p (Saturday rotation once a month with flex day scheduled the following week)

Specific schedules will be assigned at hire based on business and staffing needs.

The Customer Care Relationship Banker is responsible for connecting with customers over the phone to understand needs and match them with First United Bank products and services. This role may include mentoring employees to do the same and involves customer service duties, sales, and relationship management while aiming to meet or exceed established goals. Master product knowledge and delivery process to develop customer relationships.

• Receive incoming calls from customers and employees with a broad range of customer service inquiries and work to find solutions.
• Assist with card services and customer-facing technologies such as online banking, mobile banking, and telephone banking.
• Maintain a basic knowledge of all First United Bank products, services, procedures, policies and regulatory issues relevant to daily job functions.
• Follow proper procedures accurately and efficiently for all customer-servicing activities.
• Serve as the single point of contact for customers to retain existing relationships and develop new ones.
• Meet or 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 by supervisor.
• Provide excellent service over the phone to build rapport and customer loyalty.
• Identify and match customer product needs with First United Bank products by interviewing customers and discussing financial needs; refer to other staff as needed.
• Open new accounts, certificates of deposit, and other offerings; answer questions and ensure proper paperwork is completed in the system.

• Complete all required compliance exams on a yearly basis.
• Adhere to all First United Policies and Procedures.
• Dress professionally.
• Other duties as assigned by manager.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma required. Some college is strongly preferred.
• One year of retail experience or equivalent customer service experience is preferred.

• Superior customer service skills required.
• Basic mathematics to solve problems.
• Requires being exact or highly accurate with daily work.
• Maintain a positive attitude and ability to establish and cultivate strong personal connections.
• Ability to read, write, and verbally communicate with customers and co-workers.
• Ability to manage time effectively and work independently without close supervision.
• Ability to use good judgment and exercise decision-making skills.
• Critical thinking - logic and reasoning to identify solutions and approaches to problems.
• Ability to multi-task.
• Maintain a professional attitude and appearance.
• Ethical conduct at work and outside the workplace.
• Active listening to assist customers through conversation.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

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First United is an Equal Opportunity Employer. To the extent required by Federal or State law, First United does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, or any other characteristic protected by law.