Applying Policies/Procedures: Correctly recalling and applying policies and procedures, completing tasks without errors, remaining detail-oriented and focused, understanding the role of policies and procedures in risk management, and correctly answering policy-related questions posed by customers or other employees. |
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Building Relationships: Initiating conversations with customers, interacting with customers in a pleasant and professional manner, building rapport, demonstrating a genuine interest in customers, and adapting the style and pace of interactions according to customer cues (e.g., customer voice tone, demeanor). |
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Communication: Expressing information confidently and enthusiastically, conveying complex information in a straightforward manner, avoiding the use of technical jargon, communicating negative information in a tactful manner, and expressing written information clearly and concisely. |
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Discovering Customer Needs: Asking probing questions to determine customers' needs for financial products/services, listening attentively to customers to uncover potential needs, asking appropriate follow up questions to ensure understanding and identify opportunities for additional beneficial products/services. |
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Initiative: Proactively addressing opportunities, taking initiative on work tasks and responsibilities, exerting effort towards meeting goals, persisting despite difficulties, and behaving in an ethical and trustworthy manner. |
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Organizing and Planning: Scheduling and prioritizing work activities, meeting deadlines, effectively handling frequent interruptions, monitoring the progress of tasks, and following up on commitments in a timely manner. |
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Problem Solving: Generating effective solutions to problems, considering unique aspects of situations, suggesting alternative solutions, balancing business needs with customer requests, assessing and managing potential risks, and remaining calm during challenging situations. |
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Product Knowledge: Understanding the details, benefits, and requirements of various product/service options, providing accurate information about products/services, correctly answering product questions posed by customers or other employees, and making referrals to other departments as appropriate. |
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Recommending Products/Services: Matching the implied or expressed needs of customers with appropriate products/services designed to meet those needs, adjusting recommendations based on the individual circumstances of each customer, confidently presenting features and benefits, successfully responding to customer objections, analyzing and interpreting information to relate products/services to customer needs, and understanding and applying basic math concepts. |
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