Description

POSITION DESCRIPTION

Title: Solutions Center Specialist

Salary Range: Based on Experience

FLSA: Non-Exempt

Hours: Monday – Saturday Hours will Vary

Category: Full Time

Reports To: Solutions Center Team Lead

SUMMARY

The Solutions Center Specialist provides quality service via telephone, email, and chat to bank customers in an efficient and professional manner. Explore and recommend appropriate products to develop client relationships via the telephone, email, and chat. Researches and resolves customer requests and answers customer inquiries with regard to account maintenance, balance transfers, account verification, stop payments, statement requests, etc. Accepts loan applications via telephone and obtains customer information for new deposit accounts via online application.

In addition the Solutions Center Specialist assures compliance with all SVB policies and procedures, as well as, all applicable state and federal banking regulations.

ESSENTIAL DUTIES

1. Responding to a wide variety of inquiries and exhibiting the necessary follow through with customers and/or employees involved to ensure an excellent level of customer service is sustained.
2. Treats people with respect, reliability; inspires the trust of others; works with integrity and ethically; upholds organizational values; accepts responsibility for own actions and comfortably multitasks utilizing technology to support customers.
3. Performs Banking functions to include: opening, servicing and closing all deposit transaction accounts including online account opening and debit card disputes
4. Opens, service and close all certificates of deposit, IRA’s and H.S.A. accounts
5. Responsible for knowledge and expertise in utilizing technology and numerous software packages used by the Bank
6. Assist scanning, indexing and filing documents
7. Provide loan rate and product information as well as assist in initiating the loan process
8. Represents SVB in bank sponsored events

SECONDARY DUTIES

The position of Solutions Center Specialist performs duties specific to the position and other functions as assigned.

SUPERVISORY RESPONSIBILITY

The position of Solutions Center Specialist is not responsible for the supervision of any employee(s).

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open office that is mostly clean and comfortable. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 30 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

Requirements

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED) with prior experience in customer service and preferred financial experience. Financial experience could consist of retail, operations and computer technical knowledge. 
• Excellent oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customer and employees
• Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations, including multitasking
• Ability to communicate on multiple platforms with team members and customers
• Able to handle multiple concurrent task (phones, emails, chat, reports, etc.), with little supervision, showing a high level of ownership
• Intermediate math skills
• Effective organizational and time management skills
• Ability to work with general supervision while performing duties.
• Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety to him/herself or others.

Sauk Valley Bank is an Equal Opportunity Employer. SVB is committed to the provision of equal opportunity employment for all qualified persons in all job classifications in recruitment, selection and promotion without regard to race, color, religion, gender, gender identity, sexual orientation, parental status, national origin, age, disability, military status, veteran status or any other protected status. Submission of this information is voluntary and is not considered in employment decisions. This information will be kept separate from the employment files and is considered confidential.

Management reserves the right to change this position description at any time according to business needs.

March 8, 2024