Client Relationship Representative (Universal Banker)

About the role

This position will execute on individual and team sales and service metrics to help the banking center achieve the strategic and tactical goals of the company.

Responsibilities

• Deliver high-quality customer service by addressing a wide range of general banking needs in a fast-paced, relationship-focused banking center environment.
• Proactively engage clients in meaningful conversations to understand current and future financial needs and recommend appropriate products, services, and digital solutions.
• Resolve client inquiries, concerns, and complaints within scope of authority, ensuring timely resolution and a positive client experience.
• Utilize customer feedback and service insights to strengthen client relationships, build loyalty, and create client advocates.
• Maintain accurate client records and account information to support ongoing relationship management.
• Accurately process everyday monetary transactions, including deposits, withdrawals, loan payments, check cashing, night deposits, cashier’s checks, money orders, and change orders.
• Perform operational responsibilities as needed, including balancing cash, teller cash recyclers (TCR), vault, ATM, and branch transactions.
• Process non-monetary client requests, such as stop payments, debit card orders, address changes, and check orders, in accordance with policy.
• Support banking center operations by adhering to internal controls, completing daily security procedures, and ensuring compliance with policies and procedures.
• Monitor and resolve deposit and loan exceptions in a timely manner and escalate issues as appropriate.
• Actively lead and participate in sales and service activities to support individual, team, and banking center scorecard goals.
• Effectively use guided conversations and relationship management tools to identify opportunities to deepen client relationships.
• Open new consumer and business accounts and process loan applications for new and existing clients.
• Utilize digital tools to educate clients and enroll them in electronic banking products and services during account opening and onboarding.
• Engage in teleconsulting activities, including call blocks and call nights, to support achievement of sales goals.
• Utilize CRM and sales tools to document, track, and manage client interactions and incentive plan activity.
• Recognize and pursue new business opportunities, including making partner referrals for merchant services, treasury management, mortgages, and investments.
• Serve as a resource for associates regarding problem resolution and procedural questions.
• High-performing Client Relationship Representatives may serve as a Banking Center Mentor.

Requirements

• High school diploma or equivalent (GED).
• A minimum of one (1) year of banking, sales, or related experience.
• At least six months of experience selling products or services.
• This position requires S.A.F.E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS).
• Employees hired or transferring into this position will need to meet the qualification requirements within three (3) months of hire.
• Ability to obtain Notary Public designation.
• Ability to multi-task in a fast-paced environment.
• In-depth knowledge of products/services offered by the bank (all lines of business).

Qualifications

• Ability to obtain Notary Public designation.
• Ability to multi-task in a fast-paced environment.
• In-depth knowledge of products/services offered by the bank (all lines of business).

Skills

• Customer service skills.
• Product knowledge.
• Relationship management skills.
• Teleconsulting skills.
• CRM and sales tool proficiency.

Benefits

• Medical, Dental and Vision Insurance.
• 401k.
• Health Savings and Flexible Spending Accounts.
• Vacation/Sick Time.
• Paid Holidays.
• Paid Parental Leave.
• Tuition Reimbursement.

Pay

Base pay plus bonuses.

Schedule

Full-time.