CLIENT CARE BANKER

Position Summary

The Client Care Banker serves as a frontline banking professional within Great Plains Bank's Client Care Group. This role delivers branch-quality service through phone and digital channels, ensuring clients receive consistent, professional, and relationship-centered support regardless of location.

The Client Care Banker is a banking role delivered through centralized service channels, with accountability for both client experience and relationship outcomes. Client Care Bankers manage incoming client needs while maintaining ownership of client outcomes from beginning to end. This position requires strong problem-solving skills, sound banking judgment, attention to detail, and the ability to navigate multiple systems and competing priorities in a fast-paced environment.

Client Care Bankers work closely with branch teams and internal departments to resolve client needs, reduce unnecessary handoffs, and deliver a consistent "one bank" experience.

Key Performance Objectives

1. Resolve Client Needs with Ownership

Within the first 90 days, independently resolve the majority of client service requests on first contact by effectively using available resources, exercising sound judgment, documenting actions appropriately, and escalating when necessary.

2. Deliver Branch-Equivalent Service

Within six months, consistently provide service quality comparable to an in-branch banker, as demonstrated through client experience, quality reviews, documentation accuracy, and feedback from branch and internal partners.

3. Exercise Sound Banking Judgment

Consistently demonstrate reliable decision-making when handling account servicing, exceptions, potential fraud or security concerns, and complex client requests, including during periods of high volume or competing priorities.

4.Strengthen Branch and Internal Partnerships

Develop strong working relationships with branch teams and internal departments to resolve client needs efficiently, reduce unnecessary transfers and back-and-forth, and provide a seamless client experience across channels.

5. Balance Productivity with Client Care

Meet established service-level, productivity, quality, and accuracy standards while maintaining professionalism, empathy, and composure in every client interaction.

6. Grow Capability Over Time

Within the first year, expand product, system, and service knowledge to handle increasingly complex client needs with greater independence and contribute to the overall effectiveness of the Client Care Group.

Primary Responsibilities

• Manage incoming client needs through phone, email, and digital channels in accordance with established service-level standards.
• Own client requests through resolution, including account servicing, research, troubleshooting, follow-up, documentation, and coordination with branches or internal departments when necessary.
• Open and service eligible deposit accounts and related banking products within assigned authority and established procedures.
• Support clients with debit cards, online banking, mobile banking, account access, and other digital banking services.
• Authenticate clients, safeguard confidential information, and identify and appropriately respond to potential fraud, security, risk, or compliance concerns.
• Accurately document client interactions, research, actions taken, and resolutions.
• Manage multiple client requests, systems, applications, and priorities while maintaining accuracy, professionalism, and service quality.
• Identify opportunities to educate clients about bank products, services, and capabilities that may appropriately meet their banking needs.
• Adhere to all applicable bank policies, procedures, regulatory requirements, and established controls.

Qualifications

Required Qualifications

• High school diploma or equivalent.
• Two years of banking, financial services, customer service, or similar professional experience.
• Strong problem-solving skills and the ability to exercise sound judgment within established policies and procedures.
• Professional verbal and written communication skills.
• Strong attention to detail, accuracy, organization, and follow-through.
• Ability to organize work and remain effective while managing competing priorities.
• Ability and willingness to learn and navigate multiple banking systems, applications, products, and procedures.
• Ability to work effectively both independently and as part of a team.

Preferred Qualifications

• Previous experience as a Teller, Personal Banker, Universal Banker, Client Service Representative, or similar client-facing role.
• Experience working in a high-volume or multi-channel client service environment.
• Working knowledge of consumer deposit products and digital banking services.
• Familiarity with core banking, online banking, account servicing, or related financial-services systems.
• Experience handling complex client questions, account research, troubleshooting, and problem resolution.

Competencies & Expectations

Successful Client Care Bankers demonstrate:

• Ownership -Takes responsibility for client needs and follows through to resolution rather than simply completing a task or transferring the issue.
• Professional Judgment -Uses available information, established procedures, and sound reasoning to make appropriate decisions and recognizes when assistance or escalation is necessary.
• Emotional Intelligence -Communicates effectively with clients and coworkers, including during difficult or sensitive interactions.
• Adaptability -Moves effectively between different client needs, systems, applications, and priorities throughout the workday.
• Operational Discipline -Maintains accuracy, documentation quality, security standards, and attention to detail even during periods of high volume.
• Team-First Mindset -Works collaboratively with Client Care teammates, branches, and internal departments to achieve the best outcome for the client and the bank.
• Continuous Improvement -Responds positively to coaching, feedback, quality reviews, and development opportunities and applies learning to improve performance.

Client Care Bankers are expected to demonstrate the qualities of an ideal team player by being Humble, Hungry, and Smart in their interactions with clients and coworkers.

The role requires the ability to manage multiple screens and applications, balance phone and digital responsibilities, move quickly between client needs, and maintain accuracy and professionalism during periods of high call volume and changing priorities.

Compensation & Incentive Eligibility

This position is eligible to participate in Great Plains Bank's Team Incentive Plan (TIP), subject to the terms, performance measures, eligibility requirements, and other provisions of the plan.

Work Environment

• Primarily office-based work environment.
• Continuous use of telephone/headset, computer systems, and multiple banking applications.
• Regular use of multiple screens and systems simultaneously while communicating with clients.
• Extended periods of sitting and computer use.
• Requires sustained concentration and attention to detail during periods of high call volume and changing priorities.

• We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or location protected class.