Position Overview The Pinellas Banking Support Specialist will primarily provide support to our Pinellas County banking offices and the St. Petersburg Office will serve as the home-base location for this role. On occasion, this position may need to provide coverage to one of our offices in the Sarasota or Hillsborough markets. Our Banking Support Specialists provide exceptional service to our internal, external, and prospective clients by performing a variety of service-oriented transactions. The Banking Support Specialist position will provide support and coverage for the Banking Representative, Client Banking Specialist and back-office operations roles. Primary Duties and Responsibilities Consistently delivers outstanding client service with a friendly, can-do attitude, and willingness to help at all times. Acts as a cultural ambassador to internal and external clients, providing an exceptional experience with each interaction. Develops rapport with internal and external clients by being proactive and timely with requests, while displaying a caring attitude. Performs account opening, maintains a balancing record, and processes routine Teller transactions in line with policy. Initiates conversations to uncover client needs for Bank products and services. Effectively refers clients to the appropriate business partner to meet their financial services' needs. Utilizes problem solving skills to determine and correct cash outages and to enlist assistance, as needed, for more difficult errors. Performs servicing transactions in various departments, sometimes simultaneously. Grows and maintains a well-developed working knowledge of the complete line of products and services offered at the Bank. Serves as a subject matter expert with respect to policy and procedures, bank operations, cash recycler assistance, bank software & systems, internal audit, etc. and provides guidance to other employees as needed. Works in a team environment, interacting with co-workers and management in a positive manner. Maintains a position of trust and responsibility by keeping all client business confidential. Grows and maintains a well-developed working knowledge of Bank policies and procedures and takes responsibility to keep up to date on any changes. Responsible for notifying management when additional training/development is needed. Adapts interpersonal style to highly diverse individuals and groups in a range of situations. Anticipates change and adapts plans and priorities accordingly. Communicates equally and effectively at all levels of the organization. Understands others' complex or underlying needs, motivations, emotions or concerns and communicates effectively despite the sensitivity of the situation. Uses a variety of software packages and utilizes a wide range of features or options for a given software package, to produce the desired result. Answers and assesses client issues by asking detailed questions to determine the best step for resolving the inquiry. Conducts research and trouble shoots, prior to escalation (when needed). Authenticates clients and complies with all company guidelines to protect the bank and clients from exposure to loss, fraud and identify theft. Provides support to office/bank personnel with tasks/functions associated with various operational departments. Develops rapport with internal and external clients by being proactive and timely with requests and problem resolution and displaying a caring attitude to assist clients in identification of their needs/issues. Maintains a position of trust and responsibility by keeping all clients' business confidential. Demonstrates knowledge of Bank policies and procedures and takes responsibility to keep up to date on any changes. Adapts interpersonal style to highly diverse individuals and groups in a range of situations. Anticipates change and adjusts plans and priorities accordingly. Communicates effectively with all organizational levels. Participates in training programs to continuously improve product knowledge and service skills. Works well under pressure to successfully handle a high volume of calls by multi-tasking, prioritizing, and seeking solutions. Flexibility with scheduling and will be cross trained to support functions that will support the department, as needed. Multi-tasks, prioritizes and seeks solutions. This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Minimum Qualifications 1 year of banking experience OR equivalent cash handling and forward-facing client service experience High school diploma/GED Must possess a valid driver's license and be willing to travel to the various bank offices Must be able to apply for and receive notary license in order to assist with loan closings/client requests. Registration as Mortgage Loan Originator through the National Mortgage Licensing System (NMLS). Preferred Qualifications Experience working in a Teller, Client Banking or Universal Banking position. Experience identifying client needs and effectively referring customers to business partners. Experience working in support areas, such as Deposit Operations, Loan Operations, or Remittance Processing. Our Way Preserve and enhance our culture in which the values of honesty, integrity, confidentiality, trust and respect are the underlying principles by which we work Make a meaningful difference in our community through our service and financial support Maintain a safe and sound institution that operates in conformity with the spirit as well as the letter of all applicable laws, rules and regulations, and to maintain open and forthright communication with our regulators Benefits You will have the opportunity to participate, subject to the terms and conditions of the respective plans, in a comprehensive package of benefits. As a highlight: Eligibility for health, dental, vision, life and disability insurance coverages Retirement Plan - 401k with matching ESOP- Employee Stock Ownership Plan Time away from work - vacation time, sick time and holidays Paid parental leave Tuition Assistance Professional development opportunities
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