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JOB FUNCTION / SUMMARY:
The Client Solutions Leader 2 has responsibility for the management of a level 3 or 4 Financial Center. Using a consultative sales and service approach, the Client Solutions Leader drives the Financial Center performance by exhibiting strong coaching and leadership skills, through strong individual performance as well as through the performance of the team. The Client Solutions Leader is also responsible for ensuring a solid operational foundation, minimizing losses, reduce risk and deliver accurate and superior 5 Star Client experience.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Maintains a superior culture of service by actively identifying, coaching, developing, motivating and supporting associates to establish and maintain relationships with clients to provide an overall meaningful client experience.
Leads the Financial Center to increase growth and profitability using a consultative approach and a structured process of providing coaching and support to drive improved associate performance.
Manages existing clients and prospects by meeting with them, both in person and over the phone, to build and maintain strong, lasting relationships, discover financial needs and tailor product solutions to meet the client's overall financial needs. This activity may be in the Financial Center, out-bound calling, or conducting educational seminars.
Achieves production goals by expanding existing client relationships and acquiring new consumer business, utilizing effective calling techniques and leveraging all bank products and services.
Coaches to and leads by example by ensuring every client interaction meets our company standard 5 Star client service.
Ensures both self and associates are well trained to educate clients on alternate delivery methods and channels that make clients lives easier by providing self-service options to access their accounts 24 hours a day/ 7 days a week and to apply procedural knowledge to solve client problems appropriately and efficiently.
Refers clients to other business partners to provide clients with experts who can assist them with their specialized financial needs.
Processes a variety of routine and complex transactions for Financial Center clients, including deposits, withdrawals, and loan payment processing.
Assists in the responsibility of managing the lobby by actively engaging, greeting and directing client lobby traffic.
Oversees the Financial Center Risk Management Review process and ensures dual control procedures are followed
Monitors and manages operational loss within a Financial Center to include granting staff supervisory override for transactions, ensuring proper hold placement for loss mitigation and outage resolution.
Accurately utilizes equipment and remains knowledgeable of equipment functionality to include ATM, Cash Dispense and Recycler Machine, Currency Counter and Coin Sorters to provide financial services.
Performs research and problem-resolution for customer issues as they arise.
Participates in community outreach and Community Reinvestment Act activities.
May be responsible for ensuring the completion of the Staffing and Scheduling coordination and duty assignments to ensure efficient operation of the Financial Center.
Will be asked to perform the duties of the role based upon the needs of the Financial Center.
Supports the Bank's strong risk management culture through awareness, knowledge and sound decision making.
Ensures operational and financial safety and soundness. Maintains awareness of the environment, the situation and the client; Leverages Lobby Management as a tool for managing client interactions and risk.
SUPERVISORY RESPONSIBILITIES:
Yes. Supervises Client Solution Specialist 1, 2, and 3; Client Service Associate and Senior Client Service Associate.
High School Diploma or general education degree (GED) is required.
Bachelor's degree preferred.
Minimum 1 year of cash handling and customer service experience in retail/branch banking is required.
3 years of retail branch banking experience is required.
1 year of experience managing a sales team is preferred.
State Life & Health Insurance licenses preferred.
Working knowledge of the Microsoft Office suite (Word, Excel, and Outlook).
Ability to navigate in multiple computer systems and applications, and utilize search tools to find information.
This position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. Employment is contingent upon meeting initial and ongoing registration requirements, including acceptable background investigation results.
Advanced working knowledge and understanding of laws and regulations pertaining to the banking industry.
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
Excellent communication skills - in person and over the phone - with proven ability to tailor features and benefits of products/services to clients with differing needs.
Ability to learn products, services, and procedures quickly and accurately.
Comfortable educating others on technology.
Professional, thorough, and organized with strong follow-up skills.
Performs well in a team environment and proactively collaborates with others to serve clients.
Ability to understand and follow policies, procedures, and regulatory requirements.
Ability to work Financial Center hours, including weekends, and some evenings.
Ability to travel if required to perform the essential job functions.
Ability to work under stress and meet deadlines.
Ability to operate related equipment to perform the essential job functions.
Ability to read and interpret a document if required to perform the essential job functions.
Ability to lift/move/carry approximately 30 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
