Sales and Service Associate III; Floater

Job Summary

The Sales and Service Associate III (SSA III) is responsible for providing exceptional customer service through the efficient management of customer interactions and will provide solutions based on the customer’s needs. The SSA III handles transaction processing to establish new customer relationships and enhances existing relationships through in-branch interactions as well as phone conversations.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Attract and retain customer relationships by delivering customer service both in person and by phone, identifying customer needs and suggesting appropriate products and services to solidify and enhance relationships.
• Serve as primary customer contact for transaction processing, new account opening and account maintenance requests.
• Handle transactions at the teller line and move to a lobby workstation for customer conversations and new account opening, creating a central location for the customer’s financial needs.
• Receive checks and cash for deposits to accounts, verify amounts, examine checks for proper endorsement, enter deposits into computer records, and place holds on accounts for uncollected funds.
• Provide a complete range of customer services including wire transfers, explain bank product and service features and benefits, gather customer information to set up new consumer and business accounts, and process updates or provide maintenance on existing accounts.
• Serve as an IRA specialist for opening new IRAs, processing contributions and distributions.
• Participate in retail sales, service and product training meetings, branch huddles, and other meetings as scheduled, and assist and facilitate branch adherence to operations and audits.
• Directly promote and offer solutions for all retail bank products and services, including checking, savings, money market, certificates of deposit, debit card, online/mobile banking, and consumer loans, including HELOC loans.
• Promote and introduce other financial institution products and services to customers and make appropriate referrals, including mortgage referrals, investment services, and treasury management services.
• Maintain confidentiality and security of sensitive information.
• Adhere to all corporate policies and procedures, Federal and State regulations and laws.
• Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection and deterrence of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws.
• Complete all mandatory annual compliance training.
• Perform other duties and special projects as assigned.

• Education: High school diploma or equivalent required.
• Required: 5+ years of public contact or sales experience; experience in SSA position or equivalent at another financial institution; above average PC and technology skills, and ability to use applicable software and operation branch automation systems; familiarity with all federal and state banking regulations pertaining to lending and consumer finance, including fair lending laws, the Bank Secrecy Act, and the US Patriot Act;
  
  thorough knowledge of the Teller system and all applicable system applications, basic and complex consumer account opening and maintenance activities, all transaction processing functions performed at teller window, and processing wire transfers; sales/service skills - knowledge of bank products and services, sufficient to identify and fill customer and prospect needs, conduct sales/service dialogue with customers and prospects both in-person and by phone, and/or refer quality business;
  
  stay abreast of all changes in policies and procedures related to retail and consumer lending products; excellent verbal and written communications skills, ability to resolve customer concerns/issues in a positive manner, and high attention to detail; successful completion of in-house training…