Relationship Banker III

Key Responsibilities

• Branch Operations
• Absorb and delegate responsibilities to efficiently service customer requests and manage periods of heavy traffic.
• Perform daily operational functions, such as, opening accounts and services, completing account maintenance, balancing a cashbox and vault as needed, conducting surprise spot check audits, etc.
• Open more complex accounts; IOLTA and IOREBTA Checking, IRA's, HSA's, and court restricted accounts, such as conservator and guardianships.
• Process all necessary steps and documentation needed for account services, E-banking, mobile banking, debit card issuance, wire and ACH services.
• Take ownership & handle customer escalations as needed.
• Proactively keep Community Development Manager informed of situations regarding personnel, customers, competition and market trends that have the potential to affect future branch performance.
• Provide sales support to team utilizing sales coaching techniques to ensure established branch goals are attained.
• Partner with branch management to prepare weekly and monthly branch meetings.
• Works with management team to exceed branch goals.
• Identifies referral opportunities to business partners.
• Review and monitor referrals and complaints in Core CRM.
• Branch & Personal Sales Performance Goals
• Achieve personal & branch goals for customer satisfaction, account openings, deposit growth, loan origination, and referrals.
• Open, cross sell, maintain existing accounts and products to new and existing customers.
• Provide quality customer service with every customer interaction; exceed service expectations.
• Greet every customer with a smile, use eye contact, and pleasant greeting.
• Use needs-based selling by asking open ended questions, listening to the customer, and offering products and services to fit their needs.
• Assist with supervising the day-to-day operations of the branch and ensures all team members have adequate skills and product knowledge.
• Product Knowledge & Recommendations
• Show knowledge of online and mobile banking to assist customers with registration, login, bill pay, e-statements, mobile deposits, wires, ACH transactions, and advanced settings.
• Conduct in-branch training with staff on products and services offered at the bank.
• Review current accounts and services to assist customers choose best fit for them.
• Customer Relationships
• Provides outstanding service that achieves high customer satisfaction and builds strong, long-term customer relationships.
• Promptly addresses and resolves customer concerns and inquiries in a positive, confident manner.
• Consistently makes time to be friendly, get to know our customers and make every customer feel important.

Key Qualifications

• High school diploma required or GED.
• 2+ years relevant experience in a supervisory role.
• Advanced knowledge of banking customer service principles and processes.
• Strong team leadership skills.
• Strong interpersonal skills including verbal/written communication and listening skills.
• Relevant experience developing and achieving team goals.
• Strong computer and banking software experience.
• Proven ability to stay current with and comply with industry regulations.