Banking Specialist III/CSR III

About the role

The Banking Specialist III will serve as the primary new account and loan representative for the branch. This position will demonstrate strong client conversational skills utilizing the Bank defined conversation strategy. In addition, the Banking Specialist III will engage in conversational discovery with a client, aligning the needs of the client with the appropriate solution, client value recognition and commitment in a repeatable fashion to support their assigned goal attainment. As required, the Banking Specialist III may also provide support in processing paying/receiving transactions for client requests. The Banking Specialist III will possess good judgement and decision-making skills to ensure a sound balance of maintaining all areas of risk while also considering the client experience.

Qualifications

• High school diploma or equivalent; some college preferred.
• Minimum of two (2) years of experience in related banking positions with specialized banking and sales training.
• One (1) year of experience in a related banking position may be considered with the completion of a post-secondary 4-year degree.
• Three (3) years of demonstrated success in outside sales may be considered in lieu of banking experience.
• Proficient reading, verbal and written communication, mathematical, computer and interpersonal relations skills; strong attention to detail and highly organized.
• Ability to make practical, common sense decisions.
• Solid working knowledge of bank products; clear understanding of the Bank’s products and services.
• Comprehensive knowledge of bank forms and documents used in opening new accounts, operating policies and procedures that impact these products, and technical sales skills sufficient to take advantage of additional selling and cross-selling opportunities.
• NMLS Registry required post hire.

Core Competencies

• Career Development: Proactively prepares and actively participates in ongoing, candid, constructive monthly coaching sessions with supervisor. Seeks advancement into challenging and developmental roles and assignments. Sets and meets clear, measurable goals.
• Communicates Effectively: Demonstrates the ability to effectively communicate with all employees and clients, regardless of level. Communicates clearly, concisely, with candor and confidence. Writes, speaks, and listens to disseminate and receive information effectively and accurately. Seeks to understand the viewpoints of others. Keeps others informed in a timely manner.
• Focuses on the Client: Anticipates and identifies internal and external client needs. Takes action to meet and, where possible, exceed client expectations. Plans and organizes work effectively to facilitate responsiveness to client and meet deadlines.
• Judgment: Demonstrates sound reasoning and well-balanced thinking. Balances the need for action with the need for analysis. Incorporates strategic thinking skills into practice by examining facts. Shows an ability to problem solve complex issues. Probes beyond symptoms to determine the underlying cause. Learns from and accepts responsibility from mistakes.
• Teamwork: Demonstrates the ability to enhance the department and Orrstown Bank’s development through participation. Holds self and others accountable for exceeding departmental and corporate goals. Develops strong working relationships throughout the organization. Appropriately voices opinions, even if they are contrary to the consensus of the team. Initiates and develops positive working relationships with others in a way that builds bridges across boundaries and breaks down silos. Relates to others in an open and accepting manner that creates trust, respect, and a collaborative environment.

Essential Duties

• Through active engagement in client conversation and financial need exploration, supports the branch market plan/business plan to support achievement of assigned quarterly and annual goals, specifically deposit & loan growth, credit card sales, and leveraging business partner relationships to collaborate and support partner referral goals.
• Utilizes the Bank’s client conversation model and various reporting to identify sales and service to sales opportunities, supporting the acquisition and expansion of client relationships.
• Advanced knowledge of all Bank products, services, and usage channels, to identify client account and lending needs, including both personal and business product types.
• Technically proficient in all channels of client delivery to include on-line banking, mobile banking, debit card management, etc. Proficient in all methods of client outreach to include utilization of Zoom for client appointments and tablets to support the in-branch experience for the client.
• Supports all marketing and sales strategies through active engagement in outbound calling activities to clients, identifying sales opportunities and making appropriate recommendations in support of goal attainment.
• Demonstrates proficiency of all operating systems, to support both the new account & loan origination processes, service transactions and overall client relationship management.
• Serves as the primary new account representative in the branch.
• Performs notarial acts as needed per state defined guidelines to support a positive client experience.
• Supports a positive client experience by performing all teller transactions accurately and balancing teller cash drawer as needed. Provides necessary overrides for various transactions in support of sound risk management.
• Assists with branch opening and end-of-day processes.
• Supports onboarding of new associates within the financial center, specifically serving as a mentor/coach for new associates through on the job training/job shadowing.
• In partnership with the Branch Operational Specialist, assumes management of required operational reporting, including review of overdrawn accounts, delinquent loan reporting, and past due safe deposit boxes.
• Responsible for understanding the Bank’s BSA/AML Policy, including satisfactory completion of required annual BSA/AML training as applicable to position and appropriately applying this knowledge to daily activities and responsibilities, specifically understanding that any suspicious activity must be reported to the BSA Officer immediately.
• Satisfactorily completes all required annual regulation, sales and service training.
• Coordinates specific work tasks with personnel from applicable departments to ensure the smooth and efficient flow of information; reports pertinent information to immediate supervisor; compiles information as necessary or directed and provides data to appropriate Bank personnel; responds to inquiries relating to the particular area and requests from clients, other Bank personnel, etc., within given time frames and established policy.
• Attends regularly scheduled coaching and counseling sessions held by supervisor/mentor to achieve the outcome of improved communication, action plan development, positive feedback, and performance improvement.
• Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the workplace; supports risk management practices and overall safety and soundness and the Bank’s compliance with all regulatory requirements.
• Performs tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.
• Maintains regular and predictable attendance; performs other duties as assigned or directed.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee may occasionally lift and/or move up to 10 pounds. Ability to reach destinations within the Orrstown footprint at all times is required. Ability to work and report to the employer’s physical work location(s).

Work Environment

Work is performed in an office setting with little to moderate exposure to noise, heat, dust, or other adverse factors. Working extended hours may be required as needed. The noise level in the work environment is usually quiet.