Banking Specialist IV

About the Role

As a Banking Specialist IV, you help create the energy and excitement around Amerant Bank products, providing the right solutions and getting products into customers’ hands. You understand that Amerant Bank is dedicated to delivering a customer experience that’s unlike any other. It starts with you discovering customers’ needs and, with the support of your team members, matching those needs with the right products. Every day is an opportunity for you to turn another Amerant Bank customer into a loyal customer.

The purpose of this role is to provide teller and platform-based transactions, manage lobby activity, and support mobile, online banking, and digital solutions. Additionally, you will provide education and knowledge of our consumer and small business products to existing and new customers.

Responsibilities

• Process all manner of financial transaction requests including but not limited to deposits, withdrawals, check cashing, and issuance of cashiers’ checks.
• Research and resolve issues related to end-of-day banking center balancing.
• Perform functions related to the day-to-day operation of the ATM, cash recycler, drive-thru, and night drop.
• Open new accounts and perform maintenance transactions on the Bank’s platform system, including debit card issuance and ongoing maintenance, as well as completion of Know Your Customer (KYC) requirements.
• Execute all operational responsibilities relative to opening and maintaining all products and services.
• Review customer account activity to ensure compliance with the Bank Secrecy Act.
• Daily review of overdraft, uncollected, and significant balance change reports.
• Originate new credit requests and respond to loan-related inquiries.
• Follow Bank policies and procedures, as well as legal and regulatory requirements, including security and audit procedures.
• Adhere to all policies and procedures per Retail Banking’s operating manuals, employee handbook, and other applicable guidelines.
• Ensure all regulatory requirements, security, and audit procedures are adhered to at all times.
• Prevent Bank operating losses by escalating potential concerns to the appropriate supervisor.
• Identify, evaluate, monitor, and make recommendations to the Risk Management Committee to assess, reduce, eliminate, or control risks arising from violations or nonconformance with laws, regulations, or internal policies.
• Ensure preventive measures are carried out to comply with rules, regulations, and internal policies relating to BSA, USA Patriot Act, OFAC, and other AML-related issues.
• Act as a customer advocate to meet the needs of customers and prospects, enhancing customer retention and engagement.
• Resolve customer problems and follow up to ensure customer expectations are met.
• Deliver a quality customer experience for all segments, ensuring a positive experience every day.
• Consistently meet or exceed sales goals as defined by management.
• Achieve outbound conversation expectations as defined by management.
• Acquire, retain, and expand new and existing customer relationships by providing a positive new account experience, profiling, assessing needs, and recommending appropriate banking products and services.
• Educate customers on other banking channels to meet their needs.
• Maintain knowledge of Bank’s products and services.
• Participate in business development activities to support banking center market development.
• Actively participate in community organizations to promote the Bank brand and support business development initiatives.
• Refer prospects and clients to other lines of business according to determined segmentation (AMTI, Commercial Banking, etc.).
• Adhere to expectations defined for banking centers, including maintaining a clean and clutter-free environment.
• For Transformed Banking Centers: Utilize all elements within a transformed banking center, such as the Welcoming Zone, Comfort Zone, Discovery Zone, Advisor Connect, Service Spots, Teller Tower, etc.
• Learn and encourage the usage of all digital components in the banking center by guests.
• Serve as the Digital Advocate for the banking center, becoming an expert on the Bank’s Online Banking (personal and business) and Mobile Banking channels to assist customers and promote their sale and usage.
• Educate other team members on digital channels.
• Adhere to and participate in lobby management standards, including acting in the Greeter role.
• Greet customers/prospects in the lobby in accordance with banking center-defined standards.
• Live the Bank values every day.
• Complete mandatory training and required responsibilities to gain knowledge of the complete lines of products and services.
• May have approval authority and be asked to train and aid less experienced banking center team members.
• Cooperate with superiors and peers to accomplish team and Bank goals.
• Ability to work in different assigned banking centers within the region.
• Perform other duties as required.

Requirements

• Over 5 years of experience in a bank sales/service environment or equivalent experience, including sales results.
• High School diploma or GED required; AA or Bachelor’s Degree preferred.
• English required; certain markets may require second language skills.
• Must be a team player, able to work under pressure, and maintain a professional image.
• Ability to resolve problems and conflicts.
• Strong prioritization and time management skills.
• Basic business communication skills, including advanced writing, listening, and customer service skills.
• Basic office and mathematics skills.
• Professional skills such as report writing, basic statistics, effective presentation, and creative skills.
• Sales and negotiation skills.
• Must be NMLS registered and provide the company with your NMLS number or be willing to register upon accepting an employment offer.
• FBI Criminal Background and credit checks must be successfully passed within the first 30 days of employment or 30 days from the date of upload (whichever occurs first).