Senior Account Representative I

Position Description

Title:                           Senior Account Representative I

Department:              Client Services

Reports to:                 Client Services Assistant Manager/Officer

Supervises:                 None

Classification:            Non-exempt

Date Prepared:          March 31, 2025

Summary / Objective

The Senior Account Representative I is responsible for building primary relationships with customers by providing world-class service via email, Digital Banking and telephone systems. The role includes maintaining all online services, performing account services and providing solutions to customers’ inquiries.

Experience & Education Requirements:

• Bachelor’s degree or equivalent retail banking and/or online banking experience
• Extensive knowledge of Retail Banking policies and procedures and Electronic Banking operations
• Proven organizational and customer service skills
• Good interpersonal, communication & computer skills

Essential Job Functions:

• Provides a complete range of customer services including opening new accounts, explaining available bank products and services, and gathering customer information to process new and existing accounts on line
• Provides customers support through telephone and secure message channel including resolving issues to retail and electronic banking activities 
• Discovers customer needs through conversations, questions and review of their accounts, and promotes and cross-sells Bank products and services based on their needs
• May be trained to accept mortgage loan applications as a licensed originator
• Provides assistance and training to branch personnel regarding electronic banking procedures
• Maintains knowledge of retail banking policies and procedures. Attends seminars regarding banking industry activities
• Obtains and analyzes daily reports relating to customer and internal online banking activity including service metrics, fraudulent activity, and unauthorized access
• Executes outgoing communication efforts for the bank via telephone, email, and/or regular mail
• Works with vendors and outside service providers to ensure operational performance standards are maintained

Required knowledge, skills & abilities:

• Strong understanding of financial products and services and the ability to learn more
• Assessing customer needs, providing solid recommendations, and building customer relationships to optimize sales opportunities with new and existing customers
• Effective interpersonal skills and confidence to offer products and services to customers
• Ability to apply critical thinking and problem solving skills
• Ability to work in a fast paced environment under time constraints when necessary
• Ability to establish credibility quickly with customers and team members
• Successful completion of in-house training programs or other approved training programs
• Compliance with BSA regulations as appropriate to the position

Physical Demands and Work Environment:

• Ability to use standard equipment such as computers, phones, photocopiers
• Sitting for longer periods of time
• Occasional local travel for bank purposes and/or on behalf of the bank (i.e. visiting other worksites, networkin