Banking Relationship Spc

About the Role

The Banking Relationship Specialist is the first customer contact and a key person in setting the tone of service and sales at the branch level. This role maintains a professional image while following standard operational, service, and sales processes to deliver an exceptional customer experience.

Responsibilities

• Consult with clients and prospects about their financial goals and needs, and identify and promote F&M products and services to meet those needs.
• Actively cross-sell bank products by leveraging sales opportunities in the assigned branch and referring clients to other F&M departments for additional needs.
• Address and resolve customer concerns and questions both in person and via telephone regarding account activity, and perform customer research.
• Review customers’ accounts and answer questions about account activity.
• Open new personal and business accounts and perform maintenance in compliance with established policies and procedures.
• Explain bank procedures and requirements, prioritize work to maximize customer service, and utilize strong problem-solving skills.
• Support new marketing campaigns and product launches.
• Quote rates, terms, and fees on bank products and services.
• Collect and review all account documentation and ensure its proper completion.
• Identify transactions with potential fraud or suspected Elder Abuse and notify Branch Management.
• Take personal responsibility for developing and maintaining the knowledge required to fulfill job functions.
• Perform outbound client contact to establish and build relationships.
• Perform file maintenance as a non-essential duty.

Requirements

• High School Diploma or equivalent required.
• Preferred: 1-2 years of teller experience and 4+ years of New Accounts/Sales Experience.
• Professional business attire.
• Ability to travel to various bank locations as needed.
• Saturday hours are required to meet business needs, regardless of primary location business hours.

Skills & Knowledge

• Clear understanding of the English Language (spoken and written).
• Basic mathematics skills.
• Customer service and business development skills.
• Basic sales skills.
• Critical thinking, judgment, and problem-solving skills.
• Ability to actively listen and learn.
• Ability to use oral communication techniques to sell products or services.
• Ability to respectfully communicate with supervisors and co-workers.
• Ability to effectively deal with unpleasant, angry, or discourteous people.

Regulatory Knowledge

• Regulation CC, DD, E (EFT), BB (CRA), B (ECOA), C (HMDA), X (RESPA), and Z (Truth in Lending).
• Bank Secrecy Act, FDIC Insurance, and Privacy Laws.
• Teller Operations and Procedure, Complaint Documentation Policy.
• Compliance with all State and Federal Banking regulatory requirements, including BSA, Anti-Money Laundering, OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security, and privacy requirements.
• Ability to elevate suspicious activity to supervisory staff and/or the BSA department.
• Completion of compliance and other technical training workshops as assigned.

Equipment Operated

• Desktop Computers
• Currency Machines
• Scanners
• Teller Cash Recyclers
• Standard Office Equipment (copiers, fax machines)

Physical Requirements & Work Environment

• Requires repetitive movement.
• Requires sitting for prolonged periods.
• Requires lifting up to 25 lbs.
• Requires using hands to handle, control, or feel objects.
• Office setting with controlled temperature.