Commercial Banking Customer Service Jobs
Customer service employees who specialize in business customers work mostly with small business clients. These employees answer their customers’ questions about the accounts, credit cards, loans, and other questions small business clients might have.
Usually only very large banks with branches nationwide will devote customer service personnel to business customers. Representatives will work with others who do not specialize.
Business banking customer service representatives also sell the small business customer bank products when they are appropriate. They also need to recognize when a small business customer might need more in-depth information, or sales assistance, and refer the customer to a small business banker. For example, if the customer needs specialized loans, lines of credit, or other more specialized products.
Business customer service representatives must understand that businesses require timely service and answers to their questions in order to meet their own customers’ needs. They need to have detailed knowledge of the bank’s business accounts and how they function, as well as all federal and government regulations associated with them.
These customer service representatives most often work in call centers, where they spend most of their time on the phone answering customers’ questions and resolving their problems. If you enjoy a call center environment and helping people, this may be a great entry level position for you.
Business banking customer service reps usually only need to have a high school diploma or GED to obtain employment. Most banks do require at least six months or more experience in banking. Banks provide extensive on the job training to these customer service representatives. People working in these positions who wish to advance to higher level positions will need to have or earn a bachelor’s degree in business or finance.
Knowledge, Skills, and Abilities
The most important knowledge a business banking customer service rep needs to have is a thorough knowledge of the bank’s business products, from checking and savings accounts, to payroll processing, payment processing, business loans, and lines of credit. Extensive knowledge of these products and their benefits to businesses will enable the customer service rep to solve customer problems, answer questions, and suggest products that will help meet a customer need.
Business banking customer service reps should have excellent sales, communication, and interpersonal skills. These customer service reps need to be able to discuss sensitive financial information with customers, honoring customer confidentiality, and remaining helpful and courteous at all times.
Additional skills and abilities these employees will need to possess include good math skills, phone etiquette, time management, and organizational skills. Business banking customer service reps should also have a basic understanding of how businesses operate.
Not a lot of information is available for this specific job, since they are not as common as others in the banking industry. However, in general, the average salary for customer service representatives can vary widely from branch to branch, bank to bank, and state to state. The average annual salary of customer service representatives according to the U.S. Bureau of Labor Statistics is approximately $30,000, but this does include all customer service representatives in the banking industry.
Potential Career Paths
Depending on the size of the bank, business banking customer service representatives can be promoted into supervisory positions. When it comes to other management positions within the business banking area, however, employees will need to earn or hold a bachelor’s degree in business or finance. In order to compete for mid-management and higher positions, a master’s in business administration may also be required.
If you are not interested in acquiring these academic degrees, you can transfer to larger banks to increase your earning potential as a business banking customer service rep.