Relationship Manager Personal Banking - Branch

Hours: 40

Schedule

Typical hours for this position are Monday - Friday 8:00am - 5:00pm. Must be flexible to meet current and future business needs.

Purpose of Position

The position is responsible for providing a best-in-class customer experience, enhancing the engagement of employees, ensuring operational excellence, and driving financial results within a targeted book of high-potential customers through outbound sales activities.

Accountabilities

Employee Engagement

• Build strong relationships with and engage in consistent collaboration meetings with the Branch Manager(s) in the assigned market.
• Build strong relationships and mutually beneficial partnerships with ESL team members in Business Banking, Mortgage, and Wealth Management departments.
• Ensure communication is effective and timely with ESL team members.
• Leverage ESL’s recognition programs to drive engagement with the Branch employees and line-of-business partners.

Customer Experience

• Show commitment to ESL core values.
• Model ESL member-focused behaviors to deliver a superior customer experience.
• Actively manage the allocated book of high-potential customers, through outbound calls and emails, to build relationships and meet the ongoing banking and wealth management needs of the customers.
• Use active listening and needs-based questions to understand the customers’ needs and financial goals.
• Identify products and services to meet the needs of the customer.
• Make recommendations and provide financial guidance to the customer.
• Show commitment to resolving customer issues in the moment or performing the required follow-up work to see the issues through to completion.
• Support our Voice of Customer program by collaborating with our Customer Experience Team.

Operational Excellence

• Adhere to ESL policies, processes, and procedures.
• Collaborate with the operational support departments.
• Accurately process work. Some common examples include, but are not limited to, opening deposit accounts, submitting loan applications, and following referral processes.
• Commit to ongoing self-development to build knowledge and enhance skills.

Financial Results

• Responsible for making outbound calls and sending proactive emails to customers in order to schedule appointments.
• Cultivate and deepen relationships within the assigned book of high-potential and high-net-worth customers.
• Drive new high-net-worth customer growth by establishing various customer referral sources through active networking in the business community.
• Follow structured and consistent sales activities to achieve assigned sales and referral goals in the following categories:
  • Personal Banking - Directly sell deposit products, loan products, payment products (debit cards, credit cards, Zelle), online and mobile banking services.
  • Wealth Management - Refer customers who will benefit from our financial planning services to the wealth management team, as well as Cooper/Haims Advisors, LLC.
  • Mortgage - Refer customers who are purchasing a new home or have a need to refinance their existing mortgage to our mortgage team.
  • Business Banking - Directly sell deposit products, loan products, payment products (debit and credit cards), online and mobile banking services. Refer business owners who have more complex borrowing needs to our business banking team.

Qualifications

• Bachelor's degree or 4 years of directly related experience required.
• Minimum of 4 years of prior sales, leadership, or related experience.
• Licensed Notary required.
• Proficient in building customer and peer relationships.
• Proven track record of engaging high-net-worth customers and prospects through phone conversations.
• Strong communication skills, with the ability to communicate effectively with internal ESL team members and external stakeholders.
• Demonstrated critical thinking skills.
• Ability to manage time effectively and operate independently, with little daily oversight.
• Proven ability to manage and prioritize multiple responsibilities.
• Strong cultural competency and desire to work in an organization that values diversity, equity, and inclusion.
• Experience providing customers with financial guidance and helping them to achieve financial wellness.
• Commitment to ESL’s Purpose – We help our community thrive and prosper.
• Ability to engage with local businesses and centers of influence to foster strong partnerships and collaborative opportunities.
• Ability to proactively leverage data to enhance performance and make informed decisions and recommendations.
• Excellent verbal and written communication skills.
• Demonstrates alignment with ESL’s Core Values, mission, vision, and purpose to help our community thrive and prosper.

Benefits

ESL offers a competitive benefits package which focuses on providing a work-life balance for all employees. Our benefits include robust options such as:

• Wellness program
• Family assistance plan
• 401k with match
• Paid volunteer time
• Learning & Development training

Pay

Starting Pay: $43.72 per hour

Pay Range: $38.68 - $48.76 per hour

In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.