Financial Consultant

Role Overview

• Assumes responsibility for ensuring all external and internal customer telephone inquiries and research requests are satisfied in a timely, courteous, and professional manner.
• Supports Branch Network to allow focus on In-Branch customers.
• Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction.
• Providing customer and internal personnel with accurate product knowledge and service information, as well as operational knowledge that will assist personnel in the successful completion of their duties.
• Providing professional written correspondence to customers when necessary.
• Answers incoming customer service calls to include but are not limited to: Inquiries regarding deposit and loan accounts.
• Responsible for closing debit cards, ordering new debit cards, raising and lowering debit card limits, adding travel notes, removing fraud exclusion, and removing VAU.
• Online banking and mobile banking inquiries including but are not limited to: enrolling new users, registering computers, unlocking accounts, online statements, and BillPay issues as well as assistance with BillPay limit increases.
• Utilizing Financial Intelligence Group standards to detect suspicious callers and activity in order to combat fraud and minimize bank losses.
• Identifies and addresses customer needs by recommending applicable products and services that may represent a value to the customer.
• Assists the Branch Administration Department by identifying and reporting quality service concerns that may become apparent through customer interactions.
• Uses appropriate Customer Service/Sales/Correspondence Software to streamline process and improve efficiency.
• Responsible for making infrequent outbound telemarketing calls.
• Assists Manager/Solution Center Service with facilitating operational procedures to staff.
• Assists and encourages the sales process within the Solution Center Service.
• Assists in training new departmental employees.

Requirements

• Requires a high school diploma or equivalent basic academic education.
• Requires one to two years general business experience.
• Up front training enables position to be hired with up to one year experience.
• Demonstrates a strong ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization.