Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: colleaguecare@AssociatedBank.com or call: (800) 878-3282.
Under direct supervision of a Bank or Market Manager, responsible for assisting customers in a dual role focused on delivering exceptional service and quality with every transaction. Perform teller transactions, service customer needs and resolve issues, and when appropriate proactively sell Associated Bank products to existing customers and prospects. Responsible for identifying, expanding and deepening customer relationships through profiling and then recommending appropriate products and services. Responsible for making customer referrals to the appropriate line of business to meet their financial needs. Provide exceptional customer service through efficient and accurate processing customer transactions and be able to efficiently demonstrate all customer channels including digital capabilities. Responsible for completing curriculum and passing Banker Certification before being eligible for promotion. Strive to deliver a satisfying customer experience by fulfilling service requests and providing efficient and accurate transaction processing. Support the operational integrity of the branch. The colleagues in this role may be asked to work multiple branch locations.
This position requires a credit check per 12 CFR Chapter X, Part 1026, Truth in Lending, Regulation Z.
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associated’s anonymous Ethics Hotline.
Key Result AreasSales and activity tracking
Job AccountabilitiesAcquire new and deepen existing customer relationships by initiating thorough, quality conversations in order to identify customer needs and matching those needs with the appropriate Bank product or service. Requires strong understanding and execution of the Bank’s sales objectives, processes, tools and campaigns and must effectively demonstrate and sell all customer channels. Refer customers to other members of the branch team or select business partners including Private, Mortgage, AIS and Business Banking, as appropriate to meet the customer needs.
Nurture and retain customer relationships by extending a courteous welcome and delivering accurate and timely customer service according to the established guidelines, including cashing checks, accepting deposits, and withdrawals, handling loan and credit card payments and dispensing monetary instruments and bonds. Look for opportunities to convert service activities into sales opportunities.
Open new deposit related accounts, credit cards and savings products and process changes to existing accounts. Source new lending opportunities and support the process and closing requirements in line with banker duties. Requires understanding of sales, products, benefits, account ownership, forms, and procedures. Ensure that new accounts are properly processed and cross-sell opportunities are identified and pursued.
Support the day-to-day operations activities of the branch as assigned including: cash vault balancing, reporting, tracking and servicing the ATM machines and night drop. Balance cash daily to maintain accurate transactions processed.
Answer customer questions and resolve related account issues to ensure customer satisfaction, including phone and in-person. Perform service related activities such as on-boarding calls and appropriate follow-up with customers.
Protect the Bank's financial interests by complying with internal and external policies, procedures, and regulations. This includes satisfactorily completing all required training and banker certification.
Perform reactive cross-sell activities such as campaign calls, e-refer follow-up and other related activities.
Other Duties/ResponsibilitiesProactive aisle prospecting required for in-store bankers.
EducationHigh School or equivalent combination of education and experience , Required
ExperienceLess than 2 years Experience working in a sales and goals based environment, with strong customer service focus.
SkillsVerbal Communication , Intermediate
Customer Relations , Intermediate
Mathematical , Intermediate
Other: Digital technology aptitude and ability, Intermediate
Operate Office Equipment , Intermediate
Organizational , Intermediate
Written Communication , Intermediate
General Physical Condition Moderate physical activity; routine handling of objects of 21-50 pounds or continuous standing, walking, keyboard, or CRT work (at least 80% of time) OR periods of moderate discomfort due to noise and/or other adverse conditions.