Customer Service Center Banker

Non-Exempt – Grade Level 3

Equal Employment Opportunity

Corporate Values & Mission

“Provide superior service, quality advice and show our utmost respect to everyone we meet.”

General Summary

Provide exceptional support and service to our banking customers. Treat each customer with respect and courtesy, responsively addressing their service concerns, and build relationships through recommending appropriate deposit, loan, and other banking products. When needed, will also process customer transactions to provide excellent customer service.

Reports To: Customer Service Center Supervisor

Essential Duties and Responsibilities

· Provide friendly, helpful service that promotes financial discipline by:

· Preparing for daily interactions with a professional mindset and an organized workstation.

· Maintaining knowledge of the bank’s products, services, and processes.

· Proactively greeting clients with a smile and warm tone.

· Understanding the client’s objectives by asking appropriate questions and listening to the client’s responses.

· Recommending the best solution or guiding the client to the appropriate staff to accomplish the client’s needs and strengthen their financial well-being.

· Processing the transaction accurately and efficiently.

· Following up with the clients to ensure satisfaction and provide encouragement.

· Proactively displaying teamwork and respect for other team members.

· Answer incoming calls quickly and efficiently, escalating issues when appropriate

· Take ownership of call and respond with a “First Call Resolution” mindset

· Maintain, cross-sell, and refer all ChoiceOne products

· Record all client contact, sales, or referrals via Synapsys

· Understand and educate customers on consumer deposit and lending products.

· Drive sales with a disciplined sales process and use current banking technology to drive both sales and service.

· Obtain referrals from customers, other bank colleagues and partners while educating and referring customers to other areas of the bank to deepen relationships and build a strong partnership.

· Adhere to all operational, security, risk and regulatory policies and procedures.

· Demonstrate good judgement in sales, customer service, relationship management, banking, investments, consumer lending, business banking, business lending, communication and presentation.

· Process customer day-to-day transactions as needed.

· Additional responsibilities as assigned.

· Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.

· Be familiar with and comply with all federal and state banking regulations as applicable.

Qualifications

To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.
Experience and/or Education

• High School Diploma or equivalent
• Minimum of six (6) months cash handling experience preferred
• One (1) year of Call Center, customer service in banking, financial services or goal-drive retail sales preferred
• Successful completion of ChoiceOne’s Retail Advancement Program (RAP)

Licenses & Designations· NMLS

Competencies

Communication – Effective written and oral communication skills required, with the ability to interface with Internal and external stakeholders and community partners. Has group presentation skills.

Analytical – Synthesize complex and diverse information; collect and research data; use intuition and experience to complement data.

Technical Skills – Assess strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others.

Quality – Demonstrates accuracy and thoroughness; monitors own work and the work of others to ensure quality.

Quantity – Meet productivity standards; complete work in a timely manner; strive to increase productivity; works quickly and accurately.

Dependability – Follows schedule consistently in a timely manner; limits absenteeism; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.

Flexibility – able to provide flexibility and adapt to changing schedules and/or work environments.

Initiative – Undertakes self-development activities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Physical Demands and Work EnvironmentAbility to work in an office environment which may include many hours of computer and telephone usage. This position is not remote-eligible. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.