Personal Banker - Floater in Mukwonago, Wisconsin at Citizens Bank of Mukwon

Our Personal Banker Floaters are customer focused and are responsible for delivering exceptional customer service, supporting customer needs, and driving sales and referral opportunities across multiple branch locations. This position will assist customers with account opening and servicing needs, perform teller transactions, promote digital banking solutions, and support branch and call center operations as needed. This role travels between branches to provide staffing support, maintain operational consistency, and ensure a positive customer experience.

Business Hours:

Monday - Friday 8:30am-5:30pm, Saturday 8:30am-12pm

38-40 hours/week

Essential Duties and Responsibilities:

Sales & Relationship Development

• Build strong customer relationships by understanding financial needs and recommending appropriate banking products and services.
• Generate sales opportunities through customer conversations, referrals, and community engagement.
• Conduct customer follow-up activities, including CD maturity reminder calls and other customer retention efforts.
• Achieve individual goals and support branch sales goals through needs-based conversations and referrals.

Customer Experience

• Deliver a welcoming, professional experience by addressing customer inquiries, service requests, and concerns efficiently.
• Educate customers on banking products, services, and digital tools to enhance their overall experience.

Transaction & Teller Support

• Perform transactions including deposits, withdrawals, loan payments, wire transfers, etc.
• Balance cash drawer and resolve discrepancies in a timely manner.

Call Center Support

• Provide back-up support to the call center team by handling incoming customer calls as needed.
• Assist customers over the phone with service requests, account inquiries, and digital banking support while maintaining a high level of customer service.

Digital Banking Support

• Assist customers with online and mobile banking tools, promoting awareness and adoption of digital solutions.
• Stay informed on evolving digital capabilities to better support customer needs.

Compliance & Risk Management

• Adhere to all policies, procedures, and regulatory requirements while ensuring accurate transaction processing.
• Identify and escalate potential fraud, suspicious activity, and risk concerns.

Branch Operations Support

• Support branch opening/closing procedures and maintain an organized work environment.
• Participate in team meetings and ongoing training to stay current on products, policies, and procedures.

Non-Essential Duties:

Requirements:

• High School diploma or equivalent required.
• 1-2 years of related experience in banking preferred
• Personal banking experience preferred
• High level of professionalism, with excellent communication and interpersonal skills
• Proficiency in using computer systems and banking software (Word, Excel, Internet, e-mail, and other data or software programs and applications)
• High level of confidentiality
• Attention to detail and strong organizational skills
• Must comply with applicable laws and regulations, including but not limited to, Anti-Money Laundering/Countering the Financing of Terrorism (AML/CFT Act) and the requirements of the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising good judgment, raising questions to management, and adhering to policy guidelines.

Critical Competencies:

• Collaboration
• Loyalty
• Accountability
• Relationship Selling
• Comfort with phone-based outreach and customer conversations
• Customer Service Excellence
• Product Knowledge and Technical Proficiency
• Problem Solving
• Accuracy and Organization

****Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities****

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about their rights by viewing the federal EEO poster at https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf