GENERAL FUNCTION: Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Fifth Third Bank policies. Initiate the sales process through daily customer contact, assisting with the maintenance of the sales environment of the banking center.
ESSENTIAL DUTIES & RESPONSIBILITIES:
* Customer Service:
o Promote good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
o Have a developed rapport with the customer base, greet by/use name, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude.
o Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.
o Maintain a position of trust and responsibility by keeping all customer business confidential.
o Follow the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times.
* Bank Operations/Transactions:
o Perform daily office responsibilities, working with the Customer Services Manager, to maintain the efficient operation of the office.
o Maintain a personal balancing record that is in line with policy and have the ability to find and correct outages and to enlist help as needed for more difficult errors.
o Maintain knowledge of the bank policies and banking center procedures, and take responsibility to keep up to date on any changes.
o Handle consumer and business customer problems with professionalism, directing more complex issues seamlessly to management.
o Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures.
o Consistently meet or exceed sales and referral goals as set by financial center management.
o Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.
o Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs.
o Initiate sales and cross-sell a full range of banking services to present and potential customers, and refer business as appropriate to partners for the selling and cross-selling of more specialized bank products and services to customers, so that personal and Bank goals are consistently met and/or exceeded.
o Initiate and maintain customer contact through a variety of methods, including but not limited to telemarketing, establishing business contacts and attending community events.
o Actively participate in sales contests.
o Act as support to the sales team, providing sales assistance as needed.
SUPERVISORY RESPONSIBILITIES: None.df-dr
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: College degree or equivalent combination of education and experience required. Some experience in a sales environment preferred. Financial industry experience a plus. Work involves cash handling, and ability to perform advanced math functions. Work involves contact with the public, necessitating the ability to present a professional image. Must have the ability to interact comfortably and confidently with the public and demonstrate the initiative to initiate dialogue. Work requires the ability to properly read and write well enough to communicate in both oral and written form. Position requires an in-depth knowledge of retail policies and procedures in order to utilize good judgment in making sound decisions. Work requires the ability to take initiative and diplomacy and tact in problem resolution. Work involves product knowledge for the level of selling and cross-selling performance expected with position. Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management. Work requires the ability to multi-task and to be flexible. * This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). The NMLS web site (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.