Senior Account Representative I

Position Description

Title:                           Senior Account Representative I

Department:              Client Services

Reports to:                 Client Services Assistant Manager/Officer

Supervises:                 None

Classification:            Non-exempt

Date Prepared:          March 31, 2025

Summary / Objective

The Senior Account Representative I is responsible for building primary relationships with customers by providing world-class service via email, Digital Banking and telephone systems. The role includes maintaining all online services, performing account services and providing solutions to customers’ inquiries.

Experience & Education Requirements:

• Bachelor’s degree or equivalent retail banking and/or online banking experience
• Extensive knowledge of Retail Banking policies and procedures and Electronic Banking operations
• Proven organizational and customer service skills
• Good interpersonal, communication & computer skills

Essential Job Functions:

• Provides a complete range of customer services including opening new accounts, explaining available bank products and services, and gathering customer information to process new and existing accounts on line
• Provides customers support through telephone and secure message channel including resolving issues to retail and electronic banking activities 
• Discovers customer needs through conversations, questions and review of their accounts, and promotes and cross-sells Bank products and services based on their needs
• May be trained to accept mortgage loan applications as a licensed originator
• Provides assistance and training to branch personnel regarding electronic banking procedures
• Maintains knowledge of retail banking policies and procedures. Attends seminars regarding banking industry activities
• Obtains and analyzes daily reports relating to customer and internal online banking activity including service metrics, fraudulent activity, and unauthorized access
• Executes outgoing communication efforts for the bank via telephone, email, and/or regular mail
• Works with vendors and outside service providers to ensure operational performance standards are maintained

Required knowledge, skills & abilities:

• Strong understanding of financial products and services and the ability to learn more
• Assessing customer needs, providing solid recommendations, and building customer relationships to optimize sales opportunities with new and existing customers
• Effective interpersonal skills and confidence to offer products and services to customers
• Ability to apply critical thinking and problem solving skills
• Ability to work in a fast paced environment under time constraints when necessary
• Ability to establish credibility quickly with customers and team members
• Successful completion of in-house training programs or other approved training programs
• Compliance with BSA regulations as appropriate to the position

Physical Demands and Work Environment:

• Ability to use standard equipment such as computers, phones, photocopiers
• Sitting for longer periods of time
• Occasional local travel for bank purposes and/or on behalf of the bank (i.e. visiting other worksites, networking, community/marketing events)
• Must be able to work schedules that meet the needs of the Bank, which may include early morning, evening and /or weekend hours

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. It is expected that from time to time other duties, both related and unrelated to the above, may be assigned and therefore, required