Personal Banker III - Virtual Banking

Bonus Type

Summary

Are you looking to join a company where people truly care about making a difference? BOK Financial is committed to achieving more together by bringing passion and customer focus to the business. Join us today as a Personal Banker III.

Job Description

The Personal Banker III is an expert in providing 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. The Personal Banker III will be able to effectively and efficiently handle client interactions and exceed client expectations. In addition, they will provide a level of support that makes clients feel assured that their needs have been completely and accurately resolved. The Personal Banker III may interact with clients in a variety of ways including in person, via phone and may utilize chat, email or other digital communication channels.

Team Culture

We’re passionate about what we do and it shows. Working with our peers across the bank to help our clients achieve their financial goals is rewarding.

We’ve created a fun, safe space for you to brainstorm, ask questions, and find solutions. Everyone is encouraged to share their ideas for positive change, no matter what role or level.

We support and lift one another up and help each other become better. Recognition, integrity and the desire to help others are our winning combination.

How You'll Spend Your Time

• You will lead by example through superior client experience delivery, while supporting client financial expectations through a consultative needs based approach to understanding priorities. While providing consultative conversations to existing and prospective clients you will assess their financial needs and offer bank products and services to help clients accomplish their financial goals.
• You will resolve a variety of moderate to complex client problems while ensuring the highest level of client experience and satisfaction. You will own and lead efforts to solve client problems and service breaks and escalates issues to leadership when appropriate.
• You will provide a variety of teller transactions for clients (i.e., cashes checks, processes checking and savings account withdrawals and balances within standards, etc.) while seeking opportunities to deepen client relationships and identify opportunities to help clients meet their financial goals.
• You will ensure individual and team ownership of the BOKF brand experience through the delivery of a best in class client experience.  You will own individual execution of key plays to drive client experience and loyalty while exercising sound judgment and empowerment in exception scenarios while balancing the long term effects to BOKF and the client.
• You will 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. This will also be accomplished by actively participating in coaching and feedback sessions by setting goals and achieving results.

Education & Experience Requirements

This level of knowledge is normally acquired through completion of high school diploma or equivalent and a minimum of 4+ years of sales or customer service experience or 2+ years of directly related experience in customer service, branch delivery or contact center experience; a college degree is a plus or equivalent combination of education and experience. Business Banking certification is preferred.

• Advanced knowledge of consumer financial products and services
• Advanced knowledge of bank banking, retail sales operations and/or contact center operations including phone, email and chat support
• Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues and build relationships to gain information by asking appropriate questions
• Excellent written communication skills demonstrated by professional etiquette, proper grammar and punctuation
• Excellent problem-solving and conflict resolution skills
• Excellent product presentation skills, especially via telephone/e-mail/chat
• Ability to follow established standards and use judgment to determine when appropriate to escalate  
• Strong basic math skills (addition, subtraction, multiplication, division) in order to reconcile accounts
• Strong PC application skills including word processing and spreadsheet packages and the ability to successfully navigate a variety of programs while maintaining efficiency is required for success
• Ability to complete multiple tasks at a time
• Strong interpersonal skills including sales and client relations skills, both in-person and via telephone
• Ability to effectively communicate in real-time via chat
• Detail oriented, high degree of accuracy
• Ability to work in a fast-paced environment & under pressure, as needed
• Multi-channel experience is preferred
• Strong business banking acumen is preferred.