Personal Banker

About the role

The Personal Banker provides the best client experience possible for BOKF's clients. They are empowered and responsible for providing a superior experience on every interaction in a manner that builds a permanently engaged client. Interactions include providing answers or solutions on account activity, teller transactions, digital banking products, debit cards and a variety of other products or processes.

Responsibilities

• Provide consultative conversations to existing and prospective clients to assess their financial needs and offer bank products and services to help clients accomplish their financial goals.
• Open a full range of retail products, including loan products, for new and existing clients by making recommendations during routine banking center service and teller transactions.
• Educate new and existing clients about bank services that provide additional convenience such as online banking, Bill Pay, E-Statements, and mobile and ATM deposit capabilities.
• Resolve a variety of simple to moderate client problems while ensuring the highest level of client experience and satisfaction.
• Provide a variety of teller transactions for clients (i.e., cashing checks, processing checking and savings account withdrawals and balances within standards, etc.) while seeking opportunities to deepen client relationships and identify opportunities to help clients meet their financial goals.
• Comply with internal control, audit, security, and compliance policies and procedures and laws and regulations.
• Participate in professional development through training, engaging in self-improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales, and client relations skills.
• Set goals and achieve results by actively participating in coaching and feedback sessions.

Requirements

• This level of knowledge is normally acquired through completion of high school diploma or equivalent and a minimum of 1+ years of sales or customer service experience; a college degree is a plus or equivalent combination of education and experience.
• Working knowledge of consumer financial products and services.
• Working knowledge of banking, retail sales operations and/or contact center operations including phone, email and chat support.
• Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues and building relationships to gain information by asking appropriate questions.
• Excellent written communication skills demonstrated by professional etiquette, proper grammar and punctuation.
• Problem-solving and conflict resolution skills.
• Ability to follow established standards and use judgment to determine when appropriate to escalate.
• Strong basic math skills (addition, subtraction, multiplication, division) in order to reconcile accounts.
• Working PC application skills including word processing and spreadsheet packages and the ability to learn to use various internal company systems.
• Excellent interpersonal skills including sales and client relations skills, both in-person and via telephone.
• Detail oriented, high degree of accuracy.
• Able to work in a fast-paced environment & under pressure, as needed.

Qualifications

• High school diploma or equivalent.
• Minimum of 1+ years of sales or customer service experience; a college degree is a plus or equivalent combination of education and experience.