Customer Care Specialist I-Part Time

ESSENTIAL FUNCTIONS:

Customer Relationship Management and Business Development:
o Build and strengthen relationships with existing and prospective customers by identifying
   financial needs, providing appropriate solutions, and delivering exceptional customer experience.
o Identifies customer opportunities through meaningful conversations and refers customers to
   appropriate products, services, and business partners to deepen relationships.
o Responds promptly to customer requests and resolves routine customer issues professionally to
   ensure a positive and seamless customer experience.
o Conducts proactive customer outreach and follow-up utilizing the bank’s CRM system to strengthen
   relationships, retain existing business, identify additional opportunities, and support branch
   growth.
o Performs account servicing, customer transactions, and loan documentation accurately while
   educating customers on available products and services.
o Participates in community events, networking opportunities, and business development activities
   as assigned to enhance the bank’s visibility, strengthen community relationships, and generate new
   business.

Operational and Branch Administration: 

o Assist the PBO or Community Office Supervisor in coordinating the daily operations of the branch
   to ensure efficient workflow, timely completion of operational responsibilities, and exceptional
   customer experience.
o Coordinates daily priorities and staffing assignments to meet customer needs, maintain
   operational efficiency, and support departmental goals.
o Opens and closes the branch in accordance with established policies, procedures, and security
   standards.
o Performs operational approvals and transaction overrides within established authority while
   ensuring operational accuracy and compliance.
o Monitors daily branch operations and assist in maintaining a professional, organized, and
   welcoming branch environment.
o Assists with branch security responsibilities and promotes adherence to security procedures, risk
   management practices, and internal controls.
o Assists in managing customer flow by directing customers to the appropriate banking professional
   to ensure efficient, timely, and personalized service.

Team Development: 

o Provides day-to-day direction, guidance, and support to branch professionals to ensure efficient
   operations, operational excellence, and exceptional customer experience.
o Conducts and participates in daily Morning Summit kick-off meetings, branch-based relationship
   building meetings, and team Employee Relations meetings to communicate priorities, share updates on
   policies and procedures, reinforce goals, and align performance expectations.
o Reinforce branch goals and daily priorities while promoting accountability, teamwork, and
   continuous improvement.
o Serves as a resource for branch professionals by answering operational questions and promoting
   the consistent application of policies and procedures.

o Performs duties as assigned or directed.

REQUIRED SKILLS/ABILITIES:
• Excellent verbal and written communication skills.
• Strong organizational and time managements skills, with the ability to prioritize multiple
   responsibilities while maintaining operational excellence.
• Strong problem-solving and decision-making skills, with the ability to exercise sound judgement
   and resolve routine operational and customer issues.
• Results-oriented, with the ability to achieve individual and branch performance goals while
   promoting a relationship-focused sales and service culture.
• Ability to coach, motivate, and provide constructive feedback to team members in a positive and
   supportive manner.
• Demonstrate initiative, accountability, professionalism, integrity, confidentiality and the
   ability to work independently while contributing to overall team success.
• Proficiency in technology and digital banking tools, with the ability to learn new systems and
   assist customers with digital banking solutions.

SUPERVISORY RESPONSIBILITY:
• This position supervises employees.
   EDUCATION and EXPERIENCE:
• High school diploma or equivalent required, associate or bachelor’s degree preferred.
• 1-3 years of retail banking experience required.
• Previous experience as Head Teller, Sr. Relationship Banker, or team lead experience
   preferred.
• Consumer lending experience preferred.

PHYSICAL REQUIREMENTS:
• Ability to maintain focus and mental alertness while performing assigned responsibilities and
   managing multiple priorities.
• Ability to lift and move up to 25 pounds (i.e., heavy boxes or coin).
• Ability to communicate in person, through email, and via telephone with customers and staff
   members.
• Ability to sit and/or stand for an extended period.
• Specific vision abilities required include close vision and the ability to adjust
   focus.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the
   essential functions.