Digital Banking Rep I-DB3810

Summary

A Digital Banking Representative I is enthusiastic/self-motivated individuals with proven success at delivering solutions that help our clients achieve financial freedom and peace of mind. This vision is achieved by building professional relationships with existing and potential clients to understand their financial needs, to deliver valuable products and services to meet those needs and complete the digital account opening process accurately. A successful Digital Banking Representative I is enthusiastic about delivering an excellent client experience; understanding and promoting bank products and services to individuals and companies; conducting accurate digital banking transactions in a fast-paced environment and working with a team to achieve individual and group goals.

Principal Accountabilities

• Deliver a Fast, Easy, and Personal client experience consistent with company’s standards with each client and associate interaction.
• Promote consumer/small business banking products and services to clients and prospects using direct sales techniques in the digital and universal banking center, that includes engaging potential clients in conversations about banking needs and speaking with knowledge and positivity about the bank’s products and services. Work closely with clients and business partners to refer products and services to other business lines.
• Achieve specific sales goals on a daily, monthly, quarterly and annual basis.
• Primarily opens checking and savings accounts, and recommends other bank products, including credit cards and loans.
• Provide front line customer service via phone, email, support forms and other electronic communications (e.g. web chat, fax, etc.).
• Provide back up for all online support functions to include email, support forms and new accounts.
• Support other departments (retail branches and executive complaints) for Digital Banking customer service issues and escalations.
• Be a digital expert in educating clients and associates in our digital banking platform. This includes, but is not limited to, online banking and bill pay/external transfers, mobile banking app to include text alerts and mobile deposits, usage of smart ATM/ITM’s, usage of chat box, and all other self-service channels.
• Educate and provide clients with other banking services; resolves client concerns and issues efficiently and effectively.
• Ethically conducts operational tasks related to protecting client and bank assets related to regulatory compliance, including properly documenting account opening, obtaining and ensuring the accuracy of all regulatory and procedural documentation.
• Protect all client information and bank trade secrets and business records as confidential, and follows all company policies for communication with clients, vendors, and associates.
• Maintain current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements; Employee Handbook policies; and Operations, Audit, and Security policies, through regular and thorough training.
• Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.
• Maintains client information in complete confidence.
• Completes other specified duties as assigned.
• Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours, including overtime when approved by management.