Gold Relationship Manager

About the role

The Gold Relationship Manager provides high-quality customer service, ensuring deposit and quality loan growth while enforcing compliance with all policies, procedures, and regulations.

Responsibilities

• Manage a portfolio of clients with a minimum of $50K in deposits or $500K in residential loans.
• Proactively cross-sell additional products through referrals and outbound calls.
• Perform daily monitoring and analysis of the relationship portfolio and take necessary actions.
• Conduct daily customer calls according to stipulated goals.
• Provide excellent customer service to internal and external customers while performing bank transactions and servicing.
• Offer loan products and assist clients with process requirements; act as the liaison between the customer and the loan department.
• Build and expand quality consumer and/or corporate customer relationships through outbound calls, outside events, and team product sales, cross-selling, and referrals.
• Sell and service all bank products and services, including personal and business account opening, while meeting or exceeding monthly goals.
• Prospect and solicit new personal and business relationships.
• Actively engage customers to promote portfolio growth.
• Perform various account services such as balance inquiries, account maintenance (e.g., address changes, debit card orders, credit card applications).
• Process daily overdrafts, uncollected reports, and outstanding past-due credit cards.
• Guide customers on check orders, wire transfer requests, stop payments, ATM matters, and CTR processing.
• Accurately process all teller-related transactions (e.g., deposits, check cashing, cashier’s checks, loan or credit card payments) while ensuring proper endorsement and compliance with bank policies.
• Assist the branch manager in delegating duties and ensuring team compliance with safety policies, laws, and regulations.
• Adhere to daily opening and closing branch procedures.
• Support the team to meet customer expectations and company goals, including training and mentoring new associates.
• Maintain reports, records, and documentation to ensure complete, accurate, and concise records.
• Maintain full knowledge of bank policies, procedures, and regulatory/compliance requirements (e.g., BSA/AML, CDD, EDD).
• Complete all required training, including weekends.
• Ensure compliance with regulations and policies by completing tasks on time.
• Act within Signature Authority Level, if applicable.
• Adhere to the bank’s Employee Handbook and norms.
• Open and close the bank on a rotating schedule, including activating security systems.
• Provide input on Currency Transaction Reports prior to submission to BSA.
• Assist with the branch audit program.
• Ensure the quality appearance of premises, both internal and external.
• Maintain current and fully stocked lobby displays.
• Order supplies (forms, brochures) and assist with filing, copying, faxing, or scanning.
• Maintain branch equipment (computers, telephones, televisions, etc.).
• Attend occasional meetings, events, or trainings on weekends or holidays as needed.

Qualifications

• High school diploma or GED required; four-year degree preferred.
• Minimum two years of CSR (Customer Service Representative) experience required; related/equivalent prior work experience may be considered.

Skills

• Ability to effectively present information and respond to questions from directors, managers, clients, and the public.
• Strong verbal communication skills for one-on-one and group interactions with applicants, customers, and employees.
• Excellent written and verbal communication in English; Portuguese and Spanish highly recommended (Spanish proficiency preferred).
• Proficient in various computer software and banking applications.
• In-depth knowledge of bank policies, procedures, and compliance requirements.
• Ability to read and interpret documents (e.g., policy manuals, safety rules, instruction manuals).
• Ability to write routine reports and correspondence.
• Strong mathematical skills (addition, subtraction, multiplication, division, percentages, ratios, interest calculations).
• Analytical skills to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to follow instructions in written, oral, or diagram form.
• Commitment to confidentiality, security, and safekeeping of bank and customer information.
• Reliable attendance and punctuality; ensures work responsibilities are covered when absent.
• Takes responsibility for actions; commits to long hours when necessary; ability to multitask.
• Strong organizational skills with attention to detail.
• Displays original thinking, creativity, and self-motivation; generates suggestions for improving work.
• Respectful and considerate of others regardless of status or position.
• Demonstrates accuracy and thoroughness.
• Professional demeanor and dress in a business office environment.
• Excellent human relations skills with customers and bank associates.
• Willingness to participate as a team member and tackle new assignments.