Senior Client Relationship Representative

About the role

This position is responsible for delivering a high quality and meaningful customer service experience by accurately completing bank transactions, opening accounts, and processing loan applications, as well as identifying products and services to meet the current and future financial needs of bank clients. They are responsible for meeting or exceeding established individual and team sales goals, as well as ensuring service metrics achieve the strategic and tactical goals of the organization.

Responsibilities

• Deliver a consistently exceptional client experience by managing complex service and relationship needs in a fast-paced, relationship-focused banking center environment.
• Serve as a trusted advisor by conducting in-depth conversations to understand clients’ financial situations and recommend integrated solutions across multiple product lines.
• Act as a point of escalation for advanced client inquiries and service issues, ensuring timely, accurate resolution and appropriate follow-through.
• Proactively strengthen client relationships by leveraging service insights and feedback to build loyalty, retention, and advocacy.
• Maintain accurate and complete client records to support effective relationship building and nurturing.
• Perform and oversee complex monetary and non-monetary transactions, ensuring accuracy, efficiency, and adherence to internal controls.
• Complete operational responsibilities including balancing cash, teller systems (TCR), vault, ATM, and branch transactions as needed.
• Process and review higher-risk or more complex client requests in accordance with policy, including stop payments, exceptions, and account maintenance activities.
• Support overall banking center operational integrity by identifying trends, exceptions, or risks and escalating as appropriate.
• Ensure daily security procedures and operational standards are followed consistently.
• Lead by example in achieving individual sales goals while actively supporting banking center scorecard performance.
• Conduct advanced guided conversations to identify opportunities to deepen client relationships through deposits, lending, digital tools, and referrals.
• Open new consumer and business accounts and process loan applications with a high degree of accuracy and knowledge.
• Drive effective onboarding by ensuring clients are enrolled in appropriate digital banking services and completing required follow-up activities.
• Actively engage in teleconsulting activities, including outbound call blocks and call nights to support individual and team performance.
• Utilize CRM and sales tools to document activity, manage pipelines, and support incentive plan requirements.
• Prioritize and partner with internal product specialists and refer clients to merchant services, treasury management, mortgage, and investment partners as appropriate.
• Serve as a senior resource within the banking center, providing guidance and informal coaching to Client Relationship Representatives and Service Associates.
• Support execution of the sales management process through participation in huddles, meetings, coaching conversations, and skill development activities.
• Absorb and assist in the execution of the Banking Center Manager’s operational reviews, audits, branch balancing, and workflow optimization.
• Support associate problem resolution and procedural inquiries, reinforcing consistent service and sales standards.
• Serve as Banking Center Mentors and support onboarding and development of new hires.
• Ensure adherence to all regulatory, compliance, and information security requirements, including BSA, OFAC, CIP, EDD, and related reporting standards.
• Exercise sound judgment in identifying, escalating, and documenting risk-related concerns.
• Complete required training and maintain strong working knowledge of regulatory, operational, and product updates.

Requirements

• High school diploma or equivalent (GED).
• A minimum of one (1) year of banking, sales, or related experience and a minimum of six (6) months of experience selling products or services.
• This position requires S.A.F.E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS).
• Employees hired or transferring into this position will need to meet the qualification requirements within three (3) months of hire.
• Ability to obtain Notary Public designation.
• Ability to multi-task in a fast-paced environment.
• In-depth knowledge of products/services offered by the bank (all lines of business).

Qualifications

• High school diploma or equivalent (GED).
• A minimum of one (1) year of banking, sales, or related experience and a minimum of six (6) months of experience selling products or services.
• This position requires S.A.F.E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS).
• Employees hired or transferring into this position will need to meet the qualification requirements within three (3) months of hire.

Skills

• Ability to obtain Notary Public designation.
• Ability to multi-task in a fast-paced environment.
• In-depth knowledge of products/services offered by the bank (all lines of business).

Benefits

• Medical, Dental and Vision Insurance.
• 401k.
• Health Savings and Flexible Spending Accounts.
• Vacation/Sick Time.
• Paid Holidays.
• Paid Parental Leave.
• Tuition Reimbursement.

Pay

• Base Pay PLUS Bonuses.

Schedule

• Full-time.