Client Relationship Specialist I

Description

Description

About Locus:

At Locus, we know communities thrive when they have equitable access to capital. We collaborate with stakeholders across the community development ecosystem to invest in communities with strong aspirations, while addressing challenges like a shortage of affordable housing, limited access to fresh food, a lack of quality jobs, and clean energy innovation. We believe a capital system that centers community input and impact is essential to ensure that everyone, no matter their background, location, or economic status, can live in healthy, thriving places.

Locus is the parent organization for a family of community development enterprises, which includes a nonprofit CDFI loan fund, a CDFI bank, a fund management practice, and a national guarantee program. With offices in Christiansburg and Richmond, Virginia, Locus offers innovative and flexible financing tools and strategic consulting services to individuals and organizations in underestimated and excluded communities, most of which are low-to-moderate income. Alongside our many partners, Locus has generated over $2 billion dollars in total impact. 

Locus is a nonprofit holding company regulated by the Federal Reserve. Locus Bank is an FDIC-insured, certified bank and B Corp offering products tailored to socially conscious investors. Locus Bank is a majority-owned subsidiary of Locus. Member FDIC. Equal Housing Lender. Learn more at www.locusimpact.org. 

Position Overview:

The Client Relationship Specialist I serves as a point of contact for Locus clients connecting through a variety of channels to create a positive and lasting impression by providing excellent customer service for banking needs and transactions.

Essential Duties and Responsibilities:

• Executes both monetary and non-monetary customer transactions.
• Appropriately assess risk when making business decisions, demonstrating consideration for preserving brand reputation, safeguarding assets, and client information.
• Adhere to proprietary and regulatory compliance requirements as they pertain to teller and sales functions. 
• Good working knowledge of CIP/KYC and U.S. Patriot Act guidelines.
• Resolve issues and difficulties across multiple departments while maintaining a high level of customer service to internal and external customers.
• Provide day-to-day assistance and support for client service and problem resolution.
• Update Salesforce with client contacts, details on follow-up, referrals, and activities
• Work directly with clients to obtain the required information.
• Assist with initial file setup for prospects and clients by being an Egnyte subject matter expert.
• Assist with gathering and organizing financial data and accurately and systematically track this information.
• Opening new accounts, working on renewable CD’s and closing accounts.
• Serve as a backup to the Office Manager
• Other tasks as assigned by Deposit Operations Manager

Customer Experience

• Identify customer life cycles to meet general and specific needs by recommending products and services for various types of businesses, nonprofits, and mission-focused depositors.
• Client relations specialists frequently answer questions or instruct clients on how to use or access their products or services.
• Client relations specialists are also responsible for resolving any problems a customer is experiencing. 
• Sell products and services directly and contact customers after product purchase or service completion to ensure the customer is fully satisfied.
• Analyze how to improve sales and consistently seek ways to improve customer experiences.
• Educate clients on our banking products, digital platforms, and self-service features. Seek to automate regular banking transactions and encourage usage of digital platforms.

Branch Operations

• Maintain and support daily branch coverage and security requirements, including all office visitors.
• Maintain updated branch office procedures on SID (internal resource website) for daily office activities.
• Participate in weekly team and other Finance, All Staff, or other Locus Impact Banking meetings as required.

Requirements

Experience, Education, Certifications:

• Minimum 2 years’ experience in a branch banking or commercial banking environment
• Good working knowledge of CIP/KYC and U.S. Patriot Act guidelines.
• Prior customer relationship experience required, as client engagement is a key element in this role.
• Commercial lending experience, especially originating loans, preferred

Computer/Technology:

• Excellent Word, Excel, and Windows file management skills are mandatory
• Experience with FISERV or core bank operating systems
• Experience with digital banking services
• Strong technical experience with Salesforce or other CRM tools
• Demonstrated web research skills
• Familiarity with Outlook or similar network-based email and calendar software
• Extensive computer usage and Microsoft Teams communication
• Must be able to work independently in a stable remote environment

Communication:

• Ability to communicate verbally across all levels of the organization in a clear, concise, and confident manner.
• Ability to write accurate, clear, and organized communications, incorporating a range of information and analysis. Ability to document workflow and procedures.

 Compensation and Benefits:

• $48,000 - $54,000 annual salary, depending on skills and experience
• Annual bonus opportunity
• 18 days of PTO per year 
• 13 paid holidays per year
• Medical, dental, vision, short- and long-term disability insurance
• Life Insurance
• Paid family leave options
• 401k savings plan with employer match
• Hybrid Remote (candidates within driving distance of the Christiansburg Locus office only) 

Locus is an Equal Opportunity Employer. Locus does not discriminate in hiring or employment practices on the basis of race, color, religion, gender, age, sexual orientation, marital or familial status, national origin, non-job-related disability, or status as a veteran.