Direct Banker Universal Specialist Multi-Lingual

About the Role

This is a cross-trained position providing client service in both English and Spanish with a strong focus on strengthening relationships by offering new or additional products and services. Associate will handle incoming and outgoing phone calls and Video Banking teller sessions of a routine nature with the intent of providing client satisfaction and retention; however, some transactions may require deviation from standard screens, scripts and procedures. This position requires extensive knowledge of the company structure and its products and services to maximize the profit potential of each client via video channels. Associate must have strong written and verbal communication skills and be able to handle multiple tasks with strong organizational skills. All associates at Capital City Bank have access to confidential client information and must practice discretion at all times.

Hours

Monday - Friday 8 a.m. - 5 p.m.

Cross-Training Expectations

Associate typically must be in primary position 6 months and will be responsible for being cross-trained into second position within 1 year. Associates will be monitored to ensure fully functioning in both positions. It is the intent of this department that all associates be cross-trained and it is anticipated that a Universal Specialist will work in both position capacities on a regular basis to stay fully trained.

Responsibilities

• Provides client with information about Bank products and services via phone and ITM session
• Backs up in all areas, as needed
• Originates credit card applications via incoming calls
• Cross-sell relevant products and services and refer clients to other departments, as appropriate
• Attends necessary sales and product training sessions
• One year commitment to position is required, before internal posting for other positions within the Bank is permitted
• Ensures great client service in both English and Spanish
• Performs multiple advanced-teller duties including, but not limited to, account maintenance, deposits and withdrawals, loan payments, check ordering, place hold based on Reg CC guidelines, endorsement verification, debit card maintenance, verification of funds, and end of day balancing
• Communicates and conducts transactions with clients via interactive teller kiosk (ITM) with a smile
• Answers questions by obtaining and maintaining a high level of understanding of products, services, procedures, risks, vendors, and other pertinent information
• Oversees ITMs by inputting service requests and ensuring timely fixes. Responsibilities include monitoring repeat service issues
• Notifies Coordinator and/or Video Banking Experience Manager of any unusual activity
• Handles unique client requests which require special attention. Educating clients on products, services, requirements, risks, and disclosures to prevent situation from recurring
• Research transactions, disputed fees, accounts, signers, and missing transactions
• Cross-sells relevant products and services and refers clients to other departments, as appropriate
• Participates in departmental initiatives for growth and innovation

Additional Duties

• Assists in other areas of the department during peak times, when needed
• Provides additional support to manager and department colleagues
• Completes all assigned/required Bank training within established timelines

Qualifications

Education: Minimum, high school diploma or equivalent. Relevant experience may substitute for the education requirement.

Experience: Preferred one year of banking or client service experience.

Training: Successful completion of in-house training program or other approved training program. Attends necessary sales and product training sessions.

Knowledge, Skills, and Abilities

• Good written communication skills
• Exercises high level of sound and reasonable judgment
• Extensive knowledge of bank policies and procedures
• Ability to apply initiative and work with little supervision
• Ability to prioritize work and multi-task
• Ability to communicate effectively and interact positively with all clients as well as fellow associates
• Ability to follow detailed instructions and a wide range of procedures requiring some judgement
• Previous banking experience strongly encouraged

Working Conditions

• Regular contact with clients, associates and supervisors in an open cubical environment
• Communication via chat, phone and e-mail
• All calls are recorded; calls and sessions will be reviewed for monthly quality assurance
• Multi-task using several computer applications
• Fast pace and occasional stressful situations
• Ability to sit for long periods of time
• May be required to telecommute from location other than Direct Banking department
• In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity

Benefits

• Medical, Dental and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services