Customer Care Representative
First Niagara Financial Group - Highland Falls, NY
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Overview: The primary functions of a Universal Banker are to be a customer service champion through banking transactions, the sales and service of bank products as well as the referral of non-bank products. The Universal Banker must meet established sales and referral performance standards. This position requires the individual to equally perform the job duties of the Relationship Banker and Teller positions.
Key Responsibilities: SALES EXPECTATIONS Prioritize and deploy the most efficient high impact sales activities to generate sales referrals and outcomes to reach goal Convert service requests and interactions to salesOnboard customersMaximize sales efforts with walk-in opportunitiesFocus and exhaust proactive sales efforts with existing customers before generating your own initiativesFully leverage available sales tools, prescribed in-branch routines, call lists and best practices to increase referral and sales activitySALES INTERACTION EXPECTATIONS Achieve sales through consistent profiling, cross-sell and follow-up activitiesUse CRM to document customer interactions, sales activities, facilitate follow-up and forecast sales results Consistently apply our sales model with every customerSERVICE EXPECTATIONS Facilitate customer transactions in an accurate and timely fashionProvide a consistent and exceptional customer experience that helps contribute to the attainment of branch customer satisfaction and loyalty targets (Drive for “5”)Demonstrate exceptional customer service behaviors to create advocacy and earn the right to expand relationshipsDo what’s best for the customer by promoting referrals to branch team members and cross-functional business partners as appropriateEnsure and promote personal ownership for the resolution of customer service issues derived from the teller linePEOPLE EXPECTATIONS Be a positive and effective team player by helping others on the team achieve successProactively seek coaching to development service and sales skills and identify and share ways coaching would be most beneficial to youADMINISTRATIVE/OPERATIONAL EXPECTATIONS Perform client sales and servicing transactions with operational proficiencySupport branch security procedures and handlings while maintaining operational proficienciesTransact business in accordance to Bank Policies and regulationsStay informed and become knowledgeable in understanding operational changes, as they occurMust adhere to pertinent laws, regulations, First Niagara’s Compliance Policy and external compliance requirements
Required Skills: High School Diploma or GED required1 year customer service experience and sales and cash handlingPC knowledge, including a working knowledge of Word and Excel Commitment to superior customer serviceMust successfully register and maintain registration annually with The National Mortgage Licensing System and Registry in compliance with the Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act