Commercial Client Services Associate

Position Summary:

The Commercial Account CSA provides comprehensive customer service to our bank customers. They will work directly with our Treasury Management and Lending teams as well as the bank’s subsidiaries to assist in opening accounts for their customers. Delivering quality service with a consistent and enthusiastic approach is vital.

Essential Duties & Responsibilities:

• Delivers excellent service to customers conducting business in person, through the mail, and by telephone.

• Ensures that customer’s financial needs are met and/or exceeded.

• Opens new accounts in accordance with the bank’s policy and procedure. Ensuring accuracy and completeness of all required documentation.

• Assists customers with account and file maintenance request, ensuring accuracy and completeness of all required documentation.

• Performs customer and bank transactions efficiently & accurately.

• Protects the privacy and confidentiality of customers and the bank in accordance with Gramm-Leach-Bliley Act (GLBA).

• Follows bank Customer Identification Program (CIP) procedures in order to properly identify customers.

• Handles incoming calls and emails.

• Provides effective and timely resolution to customer issues.

• Notifies VP, Deposit Operations of escalated customer issues.

• Assists with managing business/commercial customer relationships.

• Assists with growing business/commercial customer deposit portfolio.

• Distributes required account disclosures.

• Accurately answers customer’s questions regarding banking services.

• Identifies and reports possible fraud activities and Bank Secrecy Act (BSA) concerns.

• Completes ongoing training required by the bank’s policies and regulations.

• Complies with the bank’s regulations, laws and policies.

• Periodically travels to other bank locations or customer sites.

• Executes any other tasks and duties that may be assigned.

• Performs other duties as assigned.

Experience & Education:

• High school diploma required; some college preferred.  

• 1 - 3+ years of banking experience, such as cash handling and new account opening.

• 1 - 2+ years deposit account opening experience such as customer identification requirements, IRA knowledge base, online banking, Customer Identification Program requirements, consumer protection laws, bank security policies and procedures, etc.

• 1 - 3+ years of business/commercial account opening experience.

• Experience in business/commercial sales prospecting preferred.

Skills & Abilities Required:

• The successful candidate will be professional, energetic, outgoing, self-motivated, eager to learn new tasks, detail-oriented, able to provide the highest level of customer service, able to use sound judgement in decision making, and possess a strong work ethic.

• Strong skills in Microsoft Word, Excel, and Outlook.

• Excellent communications skills required, both oral and written.

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