Senior Customer Care Representative

First Niagara Financial Group
Oct 08, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
**Required Skills:**

* High School Diploma or GED required
* One to Three years customer service experience and sales and cash handling, desired experience in a retail bank branch desired but not required
* PC knowledge, including a working knowledge of Word and Excel
* Commitment to superior customer service
* Must successfully register and maintain registration annually with The National Mortgage Licensing System and Registry in compliance with the Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act
**Overview:******The primary functions of a Senior Customer Care Representative are to be a customer experience champion through banking transactions, build relationships through sales and service of bank products as well as the referral of non-bank products. **This role is expected to be able to complete the most complex type of branch transactions, while demonstrating selling capabilities to customers**. The position requires being a Champion of First Niagara's Brand and Culture. The Customer Care Representative must meet established sales and referral performance standards.

This position requires the individual to equally perform the job duties of the Relationship Banker and Teller positions. **This individual will have enhanced approval authority for various branch transactions.**

**Key Responsibilities:**


* Prioritize and deploy the most efficient high impact sales activities to generate sales referrals and outcomes to reach goal
* Convert service requests and interactions to sales
* Onboard customers while adhering to all relevant operating standards, policies, and procedures
* Maximize sales efforts with walk-in opportunities
* Focus and exhaust proactive sales efforts with existing customers before generating your own initiatives
* Fully leverage available sales tools, prescribed in-branch routines, call lists and best practices to increase referral and sales activity


* Achieve sales through consistent profiling, cross-sell and follow-up activities
* Use CRM to document customer interactions, sales activities, facilitate follow-up and forecast sales results
* Consistently apply our sales model with every customer
* Appropriately refers customers to licensed staff to discuss appropriate financial needs for example, Investment products.


* Facilitate customer transactions in an accurate and timely fashion
* Provide a consistent and exceptional customer experience that helps contribute to the attainment of branch customer satisfaction and loyalty targets (Drive for "5")
* Demonstrate exceptional customer service behaviors to create advocacy and earn the right to expand relationships
* Do what's best for the customer by promoting referrals to branch team members and cross-functional business partners as appropriate
* Ensure and promote personal ownership for the resolution of customer service issues derived from the teller line


* Be a positive and effective team player by helping others on the team achieve success
* Proactively seek coaching to development service and sales skills and identify and share ways coaching would be most beneficial to you


* Perform client sales and servicing transactions with operational proficiency
* Support branch security procedures and handlings while maintaining operational proficiencies
* Transact business in accordance to Bank Policies and regulations
* Stay informed and become knowledgeable in understanding operational changes, as they occur
* Must adhere to pertinent laws, regulations, First Niagara's Compliance Policy and external compliance requirements

EEO/AA Minority/Female/Disability/Veteran
*Requisition Number:* 13245

*Job Title:* Senior Customer Care Representative

*Area of Interest:* Branches

*Department:* Westport Branch - 785

*Location:* Westport Branch

*Position Type:* Full Time

*State:* Connecticut

*City:* Westport 2b66171b81834a55ac4faada7