Torchora
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Key Responsibilities and Required Skills for Retail Officer

💰 $45,000 - $75,000

BankingFinanceCustomer ServiceSales

🎯 Role Definition

As a Retail Officer, you will be the face of our bank, serving as a trusted financial partner to our diverse client base. Your primary mission is to cultivate deep, lasting relationships by proactively understanding customer needs and recommending tailored financial solutions. This role is a blend of exceptional customer service, strategic sales, and operational excellence. You will be instrumental in driving branch growth, achieving sales targets, and ensuring a seamless, high-quality banking experience that reinforces our commitment to client success and community engagement.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Universal Banker
  • Senior Bank Teller
  • Financial Services Representative

Advancement To:

  • Assistant Branch Manager
  • Branch Manager
  • Relationship Manager (Small Business or Premier Banking)

Lateral Moves:

  • Mortgage Loan Officer
  • Financial Advisor (with required licensing)
  • Treasury Management Specialist

Core Responsibilities

Primary Functions

  • Actively engage with new and existing customers to build rapport, identify their short-term and long-term financial goals, and deepen client relationships.

  • Proactively identify and pursue sales opportunities by matching customer needs with appropriate bank products and services, including deposit accounts, loans, credit cards, and investment referrals.

  • Manage and grow a dedicated portfolio of clients, conducting regular financial check-ins and reviews to ensure their needs are met and to uncover new opportunities.

  • Guide customers through the entire lifecycle of account management, from opening new accounts to processing modifications and handling closures with a high degree of accuracy and care.

  • Execute a disciplined sales process, including lead generation, needs assessment, solution presentation, and closing, to consistently meet or exceed individual and branch sales targets.

  • Serve as the primary point of contact for resolving complex customer issues, taking ownership of problems and coordinating with other departments to ensure timely and satisfactory resolutions.

  • Maintain a deep understanding of all personal and small business banking products, services, and current promotions to provide accurate and beneficial advice to clients.

  • Uphold the highest standards of compliance by strictly adhering to all bank policies, procedures, and federal regulations, including the Bank Secrecy Act (BSA) and Know Your Customer (KYC) requirements.

  • Generate and qualify referrals to specialized partners, such as Mortgage Loan Officers, Financial Advisors, and Business Bankers, to provide comprehensive financial solutions to clients.

  • Educate and onboard clients on the bank's digital banking platforms and self-service technologies to enhance their experience and increase digital channel adoption.

  • Process a variety of routine and complex customer transactions accurately and efficiently, while always looking for opportunities to further the client relationship.

  • Participate in outbound calling campaigns and community networking events to generate new business leads and enhance the bank's visibility and reputation in the local market.

  • Prepare and process consumer loan applications, gathering necessary documentation and conducting preliminary assessments to ensure a smooth underwriting process.

  • Actively participate in daily team huddles, sales meetings, and coaching sessions to share best practices, report on progress, and contribute to the overall success of the branch.

  • Maintain accurate and detailed records of all client interactions, sales activities, and pipeline status using the bank's CRM system.

  • Assist in daily branch operational duties, including opening and closing procedures, vault management, and ATM balancing to ensure the branch runs smoothly.

Secondary Functions

  • Support branch leadership with ad-hoc reporting and analysis on sales performance, customer trends, and campaign effectiveness.
  • Provide feedback from the front line to contribute to the bank's strategy for digital adoption and customer data utilization.
  • Collaborate with marketing and product teams by translating observed customer needs and feedback into actionable insights for new product development.
  • Participate in ongoing training and professional development to stay current on new products, industry trends, and evolving regulatory requirements.
  • Mentor and support junior team members, such as Tellers and Customer Service Representatives, by sharing knowledge and sales techniques.
  • Represent the bank in a professional manner during community involvement and financial literacy events.

Required Skills & Competencies

Hard Skills (Technical)

  • Deep knowledge of banking products, including checking, savings, loans, and credit cards.
  • Proficiency in using core banking software and CRM platforms for account management and sales tracking.
  • Strong understanding of banking regulations, including AML, KYC, and other compliance protocols.
  • Proven experience in needs-based selling and cross-selling techniques within a retail environment.
  • Ability to analyze financial information and make appropriate product recommendations.
  • Experience with consumer loan application processing and documentation.

Soft Skills

  • Exceptional interpersonal and verbal communication skills to build trust and rapport with a diverse client base.
  • A goal-oriented and self-motivated mindset with a proven track record of achieving sales targets.
  • Superior customer service orientation with a genuine passion for helping people.
  • Strong problem-solving skills and the ability to handle difficult situations with poise and professionalism.
  • High level of personal integrity, ethics, and trustworthiness.
  • Excellent organizational and time management skills to manage multiple priorities effectively.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent.

Preferred Education:

  • Bachelor's Degree.

Relevant Fields of Study:

  • Finance
  • Business Administration
  • Marketing
  • Economics

Experience Requirements

Typical Experience Range: 2-5 years of experience in retail banking, sales, or a customer-facing financial services role.

Preferred:

  • Previous experience exceeding sales goals in a banking or financial institution.
  • NMLS (Nationwide Multistate Licensing System & Registry) registration, or the ability to become registered.
  • Demonstrated success in managing and growing a client portfolio.
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