Relationship Banking Specialist

About the Role

This position focuses on attracting, advising, and serving existing and prospective customers to help them achieve financial wellness through in-depth conversations and extraordinary service.

Responsibilities

• Engage in in-depth conversations with customers in person and by phone using the C.A.R.E model to promote financial wellness.
• Provide extraordinary service to build a pipeline of referral opportunities.
• Respond directly and immediately to customer requests or needs.
• Develop and maintain a top customer calling list; complete High Touch Calls to analyze and proactively contact customers with financial recommendations.
• Listen, assess, and solve customer problems.
• Complete IQ Lead calls daily to retain existing business and attract new business.
• Develop and maintain broad knowledge of products and services, including:
  • Wealth Management
  • Electronic Banking
  • Loans
• Collaborate with internal business partners to provide customers with comprehensive financial solutions.
• Process a wide array of transactions, including:
  • Opening new accounts on the platform system.
  • Completing transactions on the teller processing system.
  • Processing cash advances, pre-paid cards, check orders, etc.
  • Providing solutions for electronic banking needs and answering technical questions.
• Provide administrative support to the PBO/Supervisor and team, including:
  • Assisting with reports, logs, and job duties to meet deadlines.
  • Preparing correspondence, filing, handling phone inquiries, and other clerical duties.
  • Contacting overdraft and delinquent customers.
  • Completing file maintenance on customer accounts.
  • Requisitioning office supplies, loan documents, and other materials.
  • Maintaining scanners, ATMs, and balancing vaults, cash advance machines, and ATMs daily.
  • Transferring cash to and from the vault.
  • Performing check cashing overrides when the PBO/Supervisor is unavailable.
  • Opening and closing the branch in the absence of the PBO/Supervisor.
• Strictly adhere to security procedures, Bank Secrecy Act, USA Patriot Act, and safeguard customer information.
• Participate in meetings to develop and evaluate progress on departmental goals and objectives, including:
  • Daily 5-minute meetings.
  • Weekly relationship-building conference calls.
  • Weekly branch-based sales meetings.
  • Monthly employee relations meetings.
• Perform other duties as assigned or directed.

Requirements

• High School diploma or GED; Associate’s Degree preferred.
• Minimum of one (1) to three (3) years of customer service and sales experience.

Skills

• Excellent verbal and written communication skills.
• Exceptional organizational skills and strong attention to detail.
• Basic computer skills and digital awareness.
• Typing speed of 40 words per minute.
• Results-oriented mindset.
• Manual dexterity and numerical skills.
• Comprehensive knowledge of all products, services, and office functions.
• Positive, enthusiastic attitude.
• Ability to multi-task.
• Proficiency with Microsoft Office Suite or related software.

Physical Requirements

• Ability to concentrate and maintain a constant state of focus and mental alertness.
• Ability to lift up to 25 pounds (e.g., heavy boxes or coin).
• Ability to communicate in person, through email, or via telephone with customers and staff.
• Ability to sit or stand for extended periods.
• Specific vision abilities, including close vision and the ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.