Personal Banker II

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.
• Resolve a variety of moderate to complex client problems while ensuring the highest level of client experience and satisfaction.
• Process teller transactions for clients (i.e., cashing checks, processing checking and savings account withdrawals and balances within standards).
• Own and lead efforts to solve client problems and escalate issues to leadership when appropriate.
• Ensure individual and team ownership of the BOKF brand experience through the delivery of a best-in-class client experience.
• 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 3+ years of sales or customer service experience; a college degree is a plus or equivalent combination of education and experience.
• In-depth knowledge of consumer financial products and services.
• Strong knowledge of bank banking, retail sales operations and/or contact center operations including phone, email and chat support.
• Working knowledge of banking laws and regulations, i.e. Reg E, Reg CC, Reg DD, BSA, HMDA.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution skills.
• Basic math skills (addition, subtraction, multiplication, division) to reconcile accounts.
• Strong 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 3+ years of sales or customer service experience.
• College degree is a plus.
• In-depth knowledge of consumer financial products and services.
• Strong knowledge of bank banking, retail sales operations and/or contact center operations including phone, email and chat support.
• Working knowledge of banking laws and regulations, i.e. Reg E, Reg CC, Reg DD, BSA, HMDA.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution skills.
• Basic math skills (addition, subtraction, multiplication, division) to reconcile accounts.
• Strong 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.