What are the responsibilities and job description for the Financial Solutions & Engagement Center Specialist II position at First Commonwealth Bank?
As a First Commonwealth Financial Solutions Specialist II you will live out our Mission to improve the financial lives of our neighbors and their businesses. You will understand the importance of the customer experience, and the role each employees plays in delivering on our Customer Service Promise every day. Through your involvement in day-to-day operations you will learn to create an amazing experience in the Center for employees and customers. You take personal pride in solving problems for your personal and business customers and you will own issues from beginning to end and help keep the Financial Solutions Center running smoothly and efficiently. You get excited about building relationships and identifying opportunities to equip our customers with financial solutions that will help them achieve Financial Confidence. You are intellectually curious, enjoy engaging customers in conversations to assess their needs, have strong listening skills and are not afraid to ask for your customers’ business. You will work with your Manager on your Pathways progression and personal development, because you know that, as a Financial Solutions Specialist, you can change people’s lives.
What Great Looks Like in this Role_________________________________
As an FSS II, your days will be divided into 5 essential job functions:
1. Champion Operations and Compliance – 30% of your time will be spent protecting the privacy and security of our customers. You will do this through the following activities:
a. Process daily transactions
b. Have the right conversations around NSF/OD and other fee retention
c. Follow proper cash handling, teller differences and dual control guidelines
d. Complete all required trainings in a timely manner
e. Adhere to all audit guidelines
f. Work as a team to oversee and manage our internal controls
2. Grow Consumer Relationships – 25% of your time will be spent establishing and growing consumer relationships through the following activities:
a. Manage your assigned Top 500 customers
b. Utilize marketing campaigns to inform customers about our products
c. Ask for referrals and advocate for the Refer-A-Friend program
d. Demonstrate line leadership and transition customers to the desk
e. Use BUILD and BUILD 2.0 with every account opening
3. Deepen Consumer Relationships – 25% of your time will be spent growing relationships with your existing customer base. You will do this through the following activities:
a. Stay connected with customers through onboarding and outbound calling
b. Achieve assigned outbound calling expectations
c. Generate consistent and meaningful appointments weekly including prospects
d. Identify partner referrals by asking purposeful questions
e. Uncover consumer lending opportunities, with an emphasis on real estate secured
4. Personal Development – 20% of your time will be spent ensuring that you are engaging in the right activities to drive growth, both in balance sheets and in yourself. This will happen by engaging in the following activities:
a. Take ownership of your own development
b. Progress toward completion of Pathways
c. Practice and perfect your BUILD and BUILD 2.0 skills
d. Increase your product knowledge
e. Stay a subject matter expert on our digital products
f. Stay informed with Need2Know and First2Know
g. Conduct and participate in peer to peer coaching and role play
5. Customer Experience – every day, every customer, every interaction you will always have the following at the top of your mind:
a. Live our Mission and Core Values
b. Be a Champion of our Customer Service Promise to Put Customers First, Be Relentless, Inspire Confidence, Champion Simplicity and Obsess with Yes
c. Increase the sales effectiveness and efficiency of your team by championing BUILD, the 8 step sales process and conducting consistent outbound calling
d. Promptly follow-through and ensure you are the single contact for problem resolution
e. Follow the “One to say YES, two to say NO” rule
f. Maintain the highest standard of conduct
As a member of the Engagement Center, you:
6. Handle incoming service calls from customers including but not limited to:
a. existing deposit and loan account inquiries,
b. account maintenance requests, including name and address changes
c. Online Banking and Mobile Banking access issues and inquiries,
d. Online BillPay and Mobile Deposit inquiries,
e. debit card transaction inquiries, hot cards, replacements, and new card account opening
f. details on rates and promotional offerings,
g. general “switchboard” type transfers to other employees, departments
h. calls transferred from the integrated voice response system
7.Complete client follow up resulting from inbound calls (i.e. account maintenance requests, records research, appropriate mailings, outbound calls to other departments, and calls back to clients).
8. Make outbound client service and support calls.
9. Initiate and actively participate in client conversations to determine and appropriately address client needs.
10. Actively seek financial products and services referrals. Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as brokerage and insurance, in order to effectively promote and refer these products.
11. Participate in several departmental sales contests per year in support of sales referral goals.
12. Maintain a sense of urgency when handling phone inquiries, client follow up, and other daily activities, focusing on providing clients with the most effective and timely service possible. Ensures that the established Quality Service Goals are personally achieved on a consistent basis.
13. Complete all self-education assignments in a timely manner (i.e. online compliance training, supervisor-assigned readings/exercises).
14. Productively utilize non-phone time to review e-mail, read Insite articles, review procedural updates, and access any Insite resources available to enhance job knowledge.
Bona Fide Occupational Qualifications___________________________
1. A high school diploma or equivalent.
2. Three (3) or more years of relevant experience in a client-centric sales environment with a proven track record of exceeding assigned goals, delivering a high level of client service and adhering to operational expectations.
3. Excellent communications skills, passionate about helping others, motivated to learn, solutions-based sales skills, professionalism, resourcefulness, exceptional relationship-building skills, ability to excel in a complex and dynamic environment.
4. Technologically savvy (i.e., Microsoft Office, Internet, mobile technology, bank systems).
5. Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS). The NMLS website (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.
6. A valid driver’s license and ability/willingness to travel regionally.
