Direct Banker Universal Specialist Multi-Lingual

Direct Banker Universal Specialist - Multilingual - Capital City Bank - More than your bank, your banker.

Hours:  Mon - Fri 8 a.m. - 5 p.m.

Cross-trained Positions
Direct Banker I – VB
Direct Banker II - VB

Associate typically must be in primary position 6 months and will be responsible for being cross-trained into second position within 1 year. Associates will be monitored to ensure fully functioning in both positions.

It is the intent of this department that all associates be cross-trained and it is anticipated that a Universal Specialist will work in both position capacities on a regular basis to stay fully trained.

General Summary

Providing client service in both English and Spanish is the primary function of this position with a strong focus on strengthening relationships by offering new or additional products and services. Associate will handle incoming and outgoing phone calls and Video Banking teller sessions of a routine nature with the intent of providing client satisfaction and retention; however, some transactions may require deviation from standard screens, scripts and procedures. This position requires extensive knowledge of the company structure and its products and services to maximize the profit potential of each client via video channels. Associate must have strong written and verbal communication skills and be able to handle multiple tasks with strong organizational skills.

All associates at Capital City Bank have access to confidential client information and must practice discretion at all times.

• Bank Direct has hours between 8 AM – 7 PM and Saturdays 9 AM – 12 PM


• Virtual Banking has hours between 7 AM – 9 PM and Saturdays 8 AM – 4 PM

Principal Duties and Responsibilities

• Provides client with information about Bank products and services via phone and ITM session


• Backs up in all areas, as needed


• Originates credit card applications via incoming calls.


• Cross-sell relevant products and services and refer clients to other departments, as appropriate


• Attends necessary sales and product training sessions


• One year commitment to position is required, before internal posting for other positions within
  the Bank is permitted


• Ensures great client service in both English and Spanish


• Performs multiple advanced-teller duties including, but not limited to, account maintenance, deposits and withdrawals, loan payments, check ordering, place hold based on Reg CC guidelines, endorsement verification, debit card maintenance, verification of funds, and end of day balancing.


• Communicates and conducts transactions with clients via interactive teller kiosk (ITM) with a smile.


• Answers questions by obtaining and maintaining a high level of understanding of products, services, procedures, risks, vendors, and other pertinent information.


• Oversees ITMs by inputting service requests and ensuring timely fixes. Responsibilities include monitoring repeat service issues.


• Notifies Coordinator and/or Video Banking Experience Manager of any unusual activity


• Handles unique client requests which require special attention. Educating clients on products, services, requirements, risks, and disclosures to prevent situation from recurring.


• Research transactions, disputed fees, accounts, signers, and missing transactions.


• Cross-sells relevant products and services and refers clients to other departments, as appropriate


• Participates in departmental initiatives for growth and innovation

Employer determines the essential functions of the job.

All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, with department managers setting the standard.

Associated duties

• Assists in other areas of the department during peak times, when needed


• Provides additional support to manager and department colleagues


• Completes all assigned/required Bank training within established timelines.

Knowledge, Skills and Abilities (KSAs) Required

The following KSAs are usually acquired through work experience and/or specialized course(s):

• Good written communication skills


• Exercises high level of sound and reasonable judgment


• Extensive knowledge of bank policies and procedures


• Ability to apply initiative and work with little supervision


• Ability to prioritize work and mutli-task


• Ability to communicate effectively and interact positively with all clients as well as fellow associates


• Ability to follow detailed instructions and a wide range of procedures requiring some judgement


• Previous banking experience strongly encouraged

Education

• Minimum, high school diploma or equivalent. Relevant experience may substitute for the education requirement


• Preferred on year of banking or client service experience


• Successful completion of in-house training program or other approved training program


• Attends necessary sales and product training sessions

Working Conditions

• Regular contact with clients, associates and supervisors in an open cubical environment


• Communication via chat, phone and e-mail


• All calls are recorded; calls and sessions will be reviewed for monthly quality assurance


• Multi-task using several computer applications


• Fast pace and occasional stressful situations


• Ability to sit for long periods of time


• May be required to telecommute from location other than Direct Banking department


• In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.

Capital City Bank associates are our greatest asset. We offer the following benefits:

• Medical, Dental and Vision


• Life Insurance


• 401(k) with Matching


• Flexible Spending Accounts


• Tuition Assistance


• Stock Purchase


• Discounts on Products and Services

EOE/Protected Veterans/Disabled/Drug Free

The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job.  Rather, they are intended only to describe the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank, Capital City Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.