GrandSouth Bank
  • Columbia, SC, USA
  • Full Time

Deliver an exceptional customer experience within a retail banking financial center.  Drive the expansion of client relationships by connecting customers to financial solutions and services designed to maximize their financial goals, such as buying a home, banking online, or saving for retirement.   Uncover and meet customers' financial needs, help resolve issues, offer convenience services, collaborate with banking specialists, and process transactions.  Provide outstanding customer service by fully understanding financial needs and identifying bank products and services to achieve financial goals.  Drive sales by creating new deposit and loan opportunities. 

GENERAL DUTIES

  • Passionately contribute to a customer-focused environment and consistently surpass customer expectations. Commit to delivering customer experiences that improve the clients' financial lives with each customer interaction.
  • Provide a thorough, timely, and accurate response to the customer's inquiries, needs, or concerns. 
    • Ability to provide a complete range of customer services, including accurately opening new deposit, retirement, and loan accounts, servicing existing accounts, and processing customer transactions.
    • May serve as the branch's IRA manager, as needed; accountable for monthly maintenance, customer notices, redemptions, etc.
    • Establish online/mobile services for customers and resolve customer inquires about such services. 
    • Maintain knowledge of customer history, account terms, pricing, and bank products and services.
    • Actively listen to customers.  Interview clients to determine their current status and needs. Communicate the customer's value by maintaining a friendly, positive and professional attitude.  
    • Ability to understand financial information obtained from clients in order to determine strategies for meeting clients' financial objectives by accurately aligning customer needs with bank solutions, products, and superior service.  
    • Clearly communicate the best financial solutions, sometimes involving complex and technical details and product recommendations.
    • Expedite a speedy correction to resolve servicing issues.  The follow-up to ensure, not only resolution but also customer satisfaction.
    • Resolve customer inquiries in such a manner that will result in new or improved sales positions
    • Occasional need to diffuse customer grievances and present corrective actions to salvage a damaged customer relationship. Determine the root cause by quickly synthesizing information from a variety of sources and cross-collaborating across functional teams
  • Drive the expansion of customer relationships.  Build, strengthen, and retain broad, positive, and lasting client relationships. 
    • Source new business and expand existing relationships through referrals and outbound calls.
    • Seek client retention strategies.  Uncover unmet financial needs.  Engage the customer's interest in financial solutions by appropriately matching their needs to bank products and services that will positively impact their financial situation.
    • Review sales and service performance against plan with management and implement improvement strategies. 
    • Participate in promotional campaigns and product initiatives in support of branch objectives.
    • Work cross-functionally with banking partners who can offer products and services designed to maximize our customers' financial goals, such as wealth management, buying a home, financing a business opportunity, or saving for retirement.
    • Market bank products to community groups.
  • May also function as a Teller or SC Notary as needed, to support branch personnel.
  • Participate in ongoing professional / educational development opportunities in order to stay current on bank products, initiatives, and trends.
  • Actively participate in weekly staff meetings and strategic planning in support of branch sales and service goals.
  • Prepare reports and surveys for management.
  • Responsible for maintaining security and compliance controls to protect against fraudulent activity and unnecessary risk and ensure customer confidentiality. 
    • Continually assess the degree of risk, demonstrate sound judgment, decision-making, and discretion in order to reduce uncertainty, manage risk, and improve quality (such as placing account holds, issuing credit, identifying customers).
    • Safeguard all branch and customer assets and transactions by ensuring that operations are conducted in secure manners that protect the privacy and integrity and meet compliance.
    • Participate in records maintenance and audits in accordance with bank policies and regulatory requirements in order to manage operational risks and identify areas for improvement.
    • Act as controller of assigned secured assets, such as starter kits, as needed.  
  • Works well with all members of the team
  • Other duties as assigned by management

WORK EXPERIENCE REQUIREMENTS

  • Computer proficiency
  • Ability to make personal connections, engage customers, and always act in a courteous and professional manner.
  • Drive for results.  Successful record of recognizing opportunities and cross-selling products and services to existing customers and prospects.
  • Excellent time management and organization skills. 
  • Excellent listening and verbal and written communication skills and the ability to interact professionally in a collaborative environment with a diverse group of internal and external contacts.  Strong presentation skills.
  • Ability to prioritize and handle multiple assignments concurrently; proven ability to operate successfully in a demanding environment; demonstrable track record of high performance.
  • High attention to detail.
  • Ability to learn products, services and procedures of the retail banking operations, financial industry, and market competition quickly and accurately to meet policy and regulatory requirements
  • Ability to comprehend and adhere to operational controls, including compliance to all required policies and all Federal and State banking regulations, including compliance to the Bank Secrecy Act/Anti Money Laundering (BSA/AML) and Office of Foreign Asset Control (OFAC) and USA PATRIOT Act programs.
GrandSouth Bank
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