Relationship Banker III

Essential Responsibilities

• Provides coverage as a branch supervisor for several branches, as assigned.
• Affords assistance to the branch in any capacity to ensure superior customer service.
• Serves in any position necessary and performs all required duties as necessary.
• Provides a wide variety of customer services, including opening accounts and exploring customer needs, as well as suggesting products and services that will best meet them.
• Serves and gratifies customers while accurately processing a variety of transactions such as deposits, withdrawals and payments.
• Maintains responsibility for cash drawer and follows proper balancing procedures.
• May assist the Branch ordering vault cash, counting and bagging loose coin, balancing vault.
• Understands and honors dual control requirements for cash, vaults and ATMs.
• Maintains a quality knowledge of current products, fees, and policies and is able to provide customer education.
• Provides coverage for Customer Assistance Center as needed: ensures that all incoming calls are forwarded to necessary staff (mortgage originators, loan servicing, deposit services, etc.) if unable to personally resolve the matter.
• Ensures responses to all interest emails from existing or new customers is done in compliance with the Bank’s services standards.
• Monitors customer service concerns and follows up to resolve problems; takes all steps necessary to promote department effectiveness in conformance with established goals and objectives.
• Ensures compliance with policies and procedures.
• Responds to customer inquiries with a positive attitude and refers problems or concerns to appropriate person for further action as needed. Follows-up to be sure the problem has been addressed.
• Takes personal initiative and is a positive example for others to emulate.
• Depending on location, may assist customers with safe deposit boxes.
• Uses technology proficiently. Assists customers with technology inquiries regarding mobile and online banking applications.
• Actively participates in the Bank’s customer needs-based sales program, both as an individual and a team player.

Requirements

• Customer Service – Exceptional customer-focused skills to manage difficult and complicated situations; responding promptly to customer needs, responds to request for service and assistance.
• Communication – Ability to interact professionally and clearly verbally and in writing; demonstrates effective listening skills, patience and empathy.
• Professionalism – Upholds a consistent professional appearance and demeanor.
• Technology – Ability to master required system applications.

Qualifications

• Education and and/or Experience: High School Diploma/GED; Associates Degree in business or related field preferred. Three to five years banking experience in a Relationship Banker role. Previous customer service and cash handling experience preferred. Ability to maintain confidentiality; with tact and diplomacy.