Service Banker

Service Banker

Requirements

• Associate degree, or equivalent work experience
• Three to five years of experience in the financial services industry

Responsibilities

• Establish and maintain great working relationships with assigned business customers, serving as the main day to day contact between the customer and U.S. Bank.
• Service and support customer’s depository and treasury products and provide limited loan servicing.
• Act on behalf of the customer as a liaison with sales staff, technical specialists, and/or other U.S. Bank departments to ensure high levels of service delivery for customers.
• Utilize numerous systems to access account information and respond to customer inquiries received via phone, email, business line hand-off, and SinglePoint Service Request module.
• Emulate and co-browse with customers to help them navigate through our systems, helping to remove any obstacles the customer may be facing preventing them from being self-sufficient in utilizing our systems.
• Assist customers with product installation after the initial onboarding.
• Identify and recommend the appropriate products and services to meet customer’s needs.
• Submit product requests to the applicable Sales team on the customer’s behalf.
• Research, trouble shoot and resolve operational problems experienced by our customers.
• Perform maintenance such as signer revisions, process special handling requests, intake fraud claims, onboard new relationships to the bank, and facilitate the opening and closing of accounts and related services.
• Perform monetary transactions such as book transfers, cashier’s check issuance, manual wire transfers, stop payments, loan payments, advances, fee refunds and adjustments.
• Provide depository support such as adjustment research, correction of deposit errors, missing or misapplied payments/ deposits.
• Responding to customer needs to affect a positive outcome when presented with obstacles and challenges.
• Manages multiple requests and deadlines simultaneously, set priorities, and adapts to changing conditions.
• Provide customer product and service navigation support and training.
• Communicate effectively with customer contacts and internal U.S. Bank partners, establishing and maintaining positive working relationships.
• Ensure superior customer experience by providing accurate and complete information with each request.
• Follows up with the customer to ensure proper servicing (including validation of product maintenance). Effectively assigns and follows up on requests requiring Level 2 support.
• Takes ownership for answering customers’ questions and solving problems.
• Knowledgeable on treasury and DDA product offerings and processes and attends required training to stay current on all products and services.
• Actively ensures compliance with the U.S. Bank Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements, policies and procedures.

Preferred Qualifications

• Strong verbal, written, and interpersonal communication skills
• Proven customer service and relationship building skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
• Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy
• Thorough knowledge of all relevant operational processes, and treasury products and services
• Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow customers, and troubleshoot technical issues, etc.
• Great attention to detail
• Strong analytical and problem-solving skills
• Ability to multi-task, prioritize and organize work