Relationship Banking Representative

Responsibilities

• Deliver a welcoming, professional, and personalized customer experience during every interaction.
• Serve as a primary point of contact in the lobby, engaging customers proactively and guiding their in-branch journey.
• Build trust by actively listening, asking thoughtful questions, and understanding customers' financial needs and goals.
• Process everyday banking transactions and routine inquiries accurately while maintaining a consultative, customer-first mindset.
• Open new accounts, close accounts, initiate wire transfers, and support service requests while educating customers on features, benefits, and tools.
• Afford customers with issues such as balance discrepancies, debit card fraud, and other service needs.
• Advocate for customers by coordinating with internal partners and operational teams to ensure timely, accurate resolution.
• Manage customer flow and wait times by scheduling, coordinating, or facilitating appointments with appropriate team members.
• Educate and guide customers on digital banking tools, self-service options, and best practices to enhance convenience and engagement.
• Identify customer needs through conversation and observation, recommending appropriate banking solutions without pressure-based selling.
• Generate and manage customer follow-ups, outreach calls, and appointment setting to strengthen relationships.
• Participate in branch prospecting efforts, campaigns, and community engagement activities.
• Collaborate with branch partners to refer customers to specialists for more complex financial needs.
• Contribute to branch goals by consistently modeling needs-based conversations and relationship-building behaviors.

Employee & Team Contributions

• Act as a brand ambassador by modeling quality service in every customer interaction.
• Collaborate effectively with team members to support branch operations and customer experience goals.
• Contribute to a positive, inclusive, and respectful work environment.
• Take ownership of personal performance, development, and continuous improvement.
• Adapt positively to changes and challenges.