As the front line customer ambassador for INB, the
Float Relationship Banker is crossed trained to provide a World-Class
experience for customers both at a banker desk and within the Customer
Care Center. This position will have a thorough understanding of the
customer’s transaction requirements and be able to effectively
communicate all available options to them. They will educate
customers about INB’s financial product options and refer or sell the
appropriate products and services matching the customer’s needs.
Participate in the daily operations of the branch, which could
include, assisting customers with account openings, account management
and other financial service needs and maintenance. As needed, they
will work in the Customer Care Center. They will promptly and
courteously answer and resolve all customer issues that come through
the phone queue or email either on their own or with the assistance of
management or other department personnel. They provide timely and
efficient completion of customer transactions while maintaining
accurate records and thorough handling of all monies assigned. Also,
proactively participates in the sales/quality referral process of the
branch as directed by management.
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the
- Customer Service - Manages difficult or emotional customer
situations; Responds promptly to customer needs; Solicits customer
feedback to improve service; Responds to requests for service and
assistance; Meets commitments. Maintain an effective follow-up
process through the use of CRM
- Professionalism - Approaches others in a tactful manner; Reacts
well under pressure; Treats others with respect and consideration
regardless of their status or position; Accepts responsibility for
own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways
to improve and promote quality; Applies feedback to improve
performance; Monitors own work to ensure quality. Adhere to all INB
policies and procedures
- Relationship Building – Possess the ability to effectively listen
and recognize the needs of our customers and to provide solutions.
- Teamwork - Must have a “how can I help you” attitude at all times
and be focused on a team atmosphere…. ready & willing to jump in
and help in any capacity.
To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or equivalent required; Previous banking or
teller experience or customer contact/cross-sell position preferred.
Requires ability to communicate effectively and clearly (both
written and verbally); Ability to read, write and comprehend
simple instructions, short correspondence, and memos.
Requires ability to perform basic mathematical calculations; add,
subtract, multiply, and divide. Ability to accurately count and
process large sums of cash.
Requires ability to use good judgement in making routine and
complex decisions; Must have excellent customer service skills
with the ability to sell products and Services; Must be goal
oriented and able to achieve individual goals as well as work as a
team player to achieve departmental and/or Bank goals; Flexibility
is necessary with the ability to adapt in an ever changing environment.
To perform this job successfully, an individual must be
proficient in all Microsoft Office programs, with an ability to
quickly learn other bank related programs
The physical demands described here are representative of those
that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
essential functions. The employee is required to regularly lift
and/or move up to 10 pounds, frequently lift and/or move up to 25
pounds, and occasionally lift and/or move up to 50 pounds.
The work environment characteristics described here are
representative of those an employee encounters while performing
the essential functions of this job. Reasonable accommodations may
be made to enable individuals with disabilities to perform the
The above statements are intended to describe the general nature
and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all
responsibilities, duties, skills, or working conditions.
ADA Disclaimer: In developing this job description care was taken
to include all competencies needed to successfully perform in this
position. However, for American with Disabilities Act (ADA)
purposes, the essential functions of the job may or may not have
been described for purposes of ADA reasonable accommodation. All
reasonable accommodation requests will be reviewed and evaluated
on a case-by-case basis.
Illinois National Bank is committed to Equal Employment
Opportunity with respect to recruitment, hiring, training,
promotion, and other terms and conditions of employment. It is
INB's policy to afford equal opportunity to all employees and
applicants for employment without regard to race, creed, color,
sex, sexual orientation, age, marital status, national origin,
disability, religion, veteran status, or any other basis
prohibited by law. The EEO Law poster is available here: