Personal Banker, Client Contact Center

About the role

The Client Contact Center Personal Banker will make high volume outbound calls to introduce new products and services, schedule appointments, and generate leads to drive new account growth, deepen existing client relationships, and grow deposits.

Responsibilities

• Achieve a high level of success by understanding customer needs and identifying opportunities to grow the Client Contact Center.
• Prospect and acquire new priority new accounts and small businesses, as well as retain and deepen existing relationships.
• Sell appropriate banking services to clients including checking, savings accounts, credit cards, small business lending, and additional services related to deposit accounts.
• Make between 25-50 outbound calls from the mortgage lead list, small business lending list, and wholesale lending list provided by inside sale mortgage officers.
• Schedule a minimum of 2-3 meetings a week with prospects to acquire new business relationships.
• Maintain list of existing clients, current clients, and prospects to contact to develop an understanding of their full banking needs.
• Assist clients by phone, email and in person with transaction requests and account inquiries and work as a liaison with other departments to meet clients' needs.
• Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses.
• Work closely with the Loan Processors and Closing Specialists to generate checking account referrals to the Contact Center and Branches.
• Open new accounts over the phone or in person. Submitting credit and small business lending applications.
• Order checks and debit cards.
• Enroll clients in online and mobile banking.
• Process account closings as requested.
• File REG E claims on behalf of clients and branch staff.
• Maintain call logs and report details regarding calls for follow-ups.
• Accurately track and report all lead pipeline information.
• Actively cross-sells additional business products such as loans and treasury management services through partnership with our partners.
• Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs.
• Must meet their own referrals and sales goals.
• Must be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
• Analyze the client's financial condition and recommend financial solutions to best meet the client's business and personal needs.
• Build new relationships and maintain strong relationships with small business owners.
• Provide exceptional customer service by meeting all customer demands and be able to identify the sales opportunities and deepen the relationship.
• Every outbound call associate is responsible for following policies and procedures as well as the scripting when interacting with the clients to ensure quality outcomes.
• Processes customer transactions within established guidelines.
• Makes sales referrals, recommends alternate channels, cross-sells bank services and products for Fremont Bank partners, and provides Six Diamond Experience customer service.

Qualifications & Skills

• Associate degree in business related field or equivalent work experience.
• Pleasant personality that comes across over the phone.
• Self-confidence to offer rebuttals and deal with rejection.
• Strong work ethic and not shy away from making calls.
• Proven consultative outside sales experience in financial services, business to business sales, or small business banking.
• Demonstrated ability and skill set to cross sell our company’s products and services.
• Minimum of 2 years in customer service handling inbound and outbound calls, inside sales and telemarketing sales.
• Minimum of 2 years banking experience in retail sales and/or call center.
• Available to work on weekends and some holidays.
• Flexible with schedule to ensure proper coverage as determined by business needs.
• Effective written and oral communication skills, including professional phone skills.
• Ability to work independently and handle multiple tasks simultaneously.
• Effective problem-solving skills and providing solutions while handling inquiries.
• Consistently displays a positive and professional attitude while providing excellent customer service and support to customers and co-workers.
• Successfully pass the Operation Exam and obtain Signing Authority.
• NMLS Number is required.