Customer Relationship Specialist
 Community Bank of Parkersburg | |
 United States, West Virginia, Parkersburg | |
 May 05, 2025 | |
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Job Summary: The Customer Relationship Specialist (CRS) (Branch Locations) performs various duties for the Retail Department. This position will be responsible for supporting the implementation of a proactive, consultative sales culture within the bank with primary responsibility for developing customer relationships, attracting additional customers and improving customer service relationships and processes. This position is responsible for opening new deposit accounts, selling additional products to customers and prospects and supporting the overall sales efforts of the bank. This position supports the activities of the department through supporting a positive team environment, customer relationship building, customer service and promoting, selling and servicing bank products. As part of the branch's retail team this position is responsible, assisting with branch operations, performing Customer Service Specialist duties and working week-ends as scheduled. This position will comply with the Bank Secrecy Act (BSA), the Office of Foreign Assets Control (OFAC), the USA PATRIOT ACT (CIP), Customer Due Diligence (CDD), including reporting suspicious activities to the BSA Department as well as other banking and company regulations and rules.
Responsibilities, Duties & Accountabilities: The core, critical and essential work duties, functions and responsibilities of the position are as follows; * Sales achievement will be an important part of the overall performance measure of this job. This position will be part of the various retail product campaigns the bank initiates. Activities include phone solicitation of financial services and products, new accounts and developing professional relationships with customers; * Responsible for completing sales activities to help attract new customers. These duties will include contacting customers by phone, originating letters to be sent to customers, soliciting banking relationships, developing prospect lists, and other tasks as requested by management; Pro-actively and routinely sends thank-you cards and other approved materials to customers; meets established calls and referral goals; * Proactively greets and welcomes walk-in customers and potential customers, answers customer questions and provides general information on banking services and policies; Answers incoming phone calls and assists customers with inquiries, sales, and other service requests which match their financial needs; * Provides specialized customer service for walk-in and phone customers who are opening accounts (ex: (Rewards, Senior, First Choice, Money Market, Business), Savings, CD's, H.S.A.'s, IRA's, etc.), inquiries, closing accounts, etc.; and cross-selling additional banking products and services; * Supports the Branch Manager (when unavailable), to provide initial greetings and basic intake of customer's information, such as loan applications, customers' concerns, complaints or other maintenance questions regarding their accounts. This will include requests, inquiries, address changes, check orders, etc.; Ensures compliance requirements are satisfactorily met in all circumstances; * Accepts customer installment loan and credit card applications, ensuring these are timely forwarded to the Loan Department for processing; Follows-through on these requests maintaining ongoing communication with the customers; Assists Loan Officers with loan documentation; pulls credit reports, NADA reports and prepares loan proceeds checks and Adverse Action Notices; * Sells primary and additional products to walk-in customers; Maintains an in-depth understanding for the other products the bank offers. Refers customers to the appropriate departments for service. This may include loans, investment banking and the like; * Timely and accurately assists customers with questions and requests related to online banking, mobile banking, remote deposit, balance inquiries and general deposit account support; * Timely and accurately completes wire transfers, orders customer checks and performs various other customer requests; Assists customers with their Safety Deposit Boxes (SDB), closing out SDB as needed; Performs clerical and administrative services as needed; * Responds sensitively to the needs and priorities of the customer; recognizes and takes appropriate action to meet their needs and establish an effective working relationship with customers to gain their respect and loyalty; researches and resolves customer inquiries and concerns; * As assigned maintains and balances the Cash Vault. Receives and verifies any cash shipments; request weekly cash from Main Branch; Balances Automated Teller Machine (ATM) as requested or needed; * Routinely maintains a daily cash drawer with a high-level of accuracy within limits and balances daily; working Saturday schedule rotations; * Expresses thoughts and ideas in a professional, clear and concise manner, both orally and in written form to a variety of audiences and to all levels of staff; * Ensures important details to assure accuracy in all aspects of the job, detect errors and follow through on corrections and details. This includes proofreading and making the appropriate corrections, as necessary; * Adjusts quickly to different work situations, remains composed under pressure and in stressful situations; * Projects a positive image of the bank to all internal and external customers; sets an example for other employees by championing organizational and employment policies and technical resources; * Takes a proactive, positive and sincere interest in our bank and its employees, ensuring trust, integrity and business continuity, and the bank's long-standing relationship with the community; * As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities. * Flexibility to work various hours and locations at any of our branches. May be responsible for branch opening/closing procedures. * Performs other projects and duties as assigned. Position Requirements and Qualifications: * High School Diploma or Equivalent * Minimum of two (2) of demonstrated experience working in banking, preferably a sales or customer service capacity, opening accounts or initiating loans, etc. * Demonstrated experience working with the employees or the general public in a customer service work environment, and the above-average ability to tactfully and professionally address concerns and complaints * Demonstrated ability to adjust quickly to different work situations, while maintaining composure under pressure * Demonstrated proficient computer skills, preferably working with Microsoft Office products, office systems and programs, and the ability to successfully navigate and maintain current knowledge and skills working with technology * Demonstrated above-average verbal and written communication skills; Communicates and expresses thoughts and ideas in a clear and concise manner, both orally and in written form to a variety of audiences; * Demonstrated excellent attention to detail, with the above-average ability to detect errors and make adjustments accordingly * Demonstrated ability to maintain organized and prioritized workloads, and manage multiple tasks and projects at the one time * Demonstrated experience working with sensitive documents and the ability to maintain confidentiality and use discretion in working with proprietary and other highly confidential information * Demonstrated ability to work independently and within a team-setting, maintaining professional and effective work relationships with staff. leadership and co-workers * Ability to maintain regular and routine attendance and punctuality | |