Customer Care Relationship Banker

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The Position

Job Title

Customer Care Relationship Banker

Job Description

***HOURS NOTIFICATION***

Hours of operation for Customer Care are as follows:

• Weekdays – 12:30 to 9:00pm (Exact hours determined by management)
• *Saturday Rotation - 8:00am to 4:00pm

*Saturday rotation once a month, with a flex day scheduled the following week.

This is a late shift position.  Specific schedules will be assigned at hire based on discussions with the hiring manager during the interview process.

SUMMARY

The Customer Care Relationship Banker will be responsible for connecting with customers over the phone in order to understand how best to match their needs with First United Bank products and services, as well as mentoring employees to do the same. This individual will be responsible for all customer service duties, sales, and relationship management while reaching or exceeding established goals. They will master First United Bank’s delivery process and product knowledge to develop customer relationships by performing the following essential duties.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Receives incoming calls from customers and employees with a broad range of Customer Service inquiries and works to find a solution.
• Assists with card services and customer facing technologies such as online banking, mobile banking, and telephone banking.
• Maintains a basic knowledge of all First United Bank products, services, procedures, policies and appropriate regulatory issues relating to daily job functions.
• Follows proper procedures accurately and efficiently for all customer-servicing activities performed.
• Serves as the single point of contact for customers in order to retain existing customers and develop new customer relationships.
• Consistently meets and often exceeds performance goals and actively participates in all sales campaigns; promote new products and services and educate customers and peers within the bank.
• Participates in all meetings, banks functions, and customer appreciation/community events as requested or assigned by supervisor.
• Consistently meets customer service expectations by offering excellent service over the phone in order to build rapport with customers and generate customer loyalty.
• Identifies and match customer product needs with First United Bank pro