Relationship Banker - Call Center

Job Description: Relationship Banker - Call Center

Location: Harker Heights

Job Summary:

The Call Center Relationship Banker delivers exceptional financial guidance and customer service within the bank's call center environment. This role encompasses addressing customer inquiries, providing tailored banking solutions, and identifying opportunities that align with the bank's financial growth objectives. A successful Call Center Relationship Banker effectively balances problem-solving skills with a customer-centric approach, ensuring that each interaction enhances the relationship between the customer and the bank.

Customer Service Relationship Management:

• Respond promptly to inbound client calls, addressing questions related to accounts, transactions, and general banking services.
• Develop a rapport with clients, building trust and understanding their financial needs to provide appropriate recommendations.
• Handle customer concerns, troubleshoot issues, and escalate complex problems to the appropriate team members when necessary.

Transaction Processing and Account Management:

• Assist clients with routine banking transactions, including transfers, payments, and account updates.
• Process service requests and ensure all transactions are accurately documented and completed.
• Monitor customer accounts for potential needs or issues, proactively reaching out to offer solutions or services.

Product Knowledge and Sales

• Maintain a comprehensive understanding of the bank's products and services, including checking and savings accounts, credit cards, personal loans, and mortgages.
• Identify and capitalize on cross-sell and up-sell opportunities by recommending suitable financial products based on each customer's needs.
• Meet or exceed individual and team sales targets to contribute to the bank's overall financial objectives.

Compliance and Risk Management

• Adhere to all regulatory and bank policies to maintain compliance, privacy, and security standards during each interaction.
• Conduct required customer identification and verification processes as per bank guidelines and anti-money laundering protocols.
• Protect sensitive client information and ensure confidentiality in all communications.

Required Skills & Qualifications:

• Education: High School diploma or equivalent; Bachelor Degree Preferred
• Skills: Strong communication skills, active listening, problem-solving, and multitasking.
• Technical Proficiency: Familiarity with banking software, call center systems, and digital banking platforms.
• Experience: Preferred experience in customer service, banking, or a call center environment.

Work Hours: Hours will vary depending on location assigned. Consistent weekend availability on Saturdays during the hours of 8:30am - 1:00pm.

Extraco provides excellent benefits and competitive compensation. We are an Equal Opportunity Employer M/F/D/V. Extraco provides reasonable accommodation for persons with disability.