Relationship Banker II

Job Description

POSITION SUMMARY

Responsible for providing an exceptional customer experience. Makes every client feel welcome while providing them with a one-stop experience in processing their transactions and fulfilling their sales and financial service needs. Utilizes a needs based selling approach offering solutions to customers to build long-term financial relationships. Serves as the main concierge for the branch. Handles transactions for customers as well as opens accounts and directs clients to appropriate team members to meet their needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

New Accounts 40%

• Portray a positive company image and engage in professional and friendly communication with customers.
• Clearly understands the key elements of customer service and actively work to exceed customer expectations in every interaction.
• Actively listening to customer needs and inquiries to determine appropriate recommendations and service actions.
• Refer any customer questions regarding products or services to the appropriate person.
• Process transactions such as term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits.
• Resolve problems or discrepancies concerning customers' accounts.
• Engage each customer in-person and by phone to understand customer needs and provide product and service recommendations to assist customers in achieving their financial goals.
• Knowledgeable and proficient in the account opening process for all deposit, credit, and certificate accounts, including, but no limited to: checking, savings, money market, business accounts, overdraft, loans, and credit cards.
• Compose, type, and mail customer correspondence; including, but not limited to: certificate maturity notices, notices related to issues such as discrepancies, and outstanding unpaid items.
• Analyze applicants' financial status and credit to determine feasibility of opening new accounts and loans.
• Enter new and closed account reports for incentive compensation programs on a daily basis.
• Proactively cross-sell additional products through referrals and outbound calling with the goal of building rapport and life-long relationships with Bank customers.
• Maximizes marketing efforts to gain new customer relationships through outbound calling efforts, prospective referrals, and community involvement.

Teller 25%

• Accurately enter customers' transactions into computer to record transactions and issues computer-generated receipts.
• Cash checks and pay out monies after verifying signatures/endorsements are correct, written and numerical amounts agree, and accounts have sufficient funds.
• Balance/count currency, coin, and checks in cash drawers by hand or using currency-counting machine, and calculate daily transactions using computers, calculators, or adding machines.
• Monitor bank vaults and ATM's to ensure cash balances are correct. Order a supply of cash to meet daily needs.

Lending 25%

• Develop an in-depth understanding of all credit products and the ability to explain to customers the different types of loans and credit options that are available, as well as the terms on those services.
• Upon completion of NMLS certification, will be coached to successfully process Home Equity Loans and Lines of Credit from application to closing.

Coaching 10%

• Identify transaction mistakes when debits and credits do not balance.
• Actively participate in Teller interactions with customers and coach, as needed, to identify sales, service, and referral opportunities.
• Perform all other duties as assigned.

SKILLS AND ABILITIES

• Ability to learn and use the Bank's PC hardware and software; in addition to being proficient in Microsoft Office products, including, but not limited to: Word, Excel, and Outlook.

• Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth.
• Ability to perform basic math; compute rate, ratio, and percent; draw and interpret bar graphs.
• Ability to read, write and comprehend simple instructions, correspondence, and memos.
• Effectively present information in a one-on-one and small group situation to customers and other employees.
• Interpret documents such as procedure manuals, work instructions, software manuals, entity documents, security agreements, real estate mortgages, and other commercial loan documents.
• Demonstrate strong oral/communication, organization, attention to detail and problem-solving skills.

• Ability to work in a team environment and take direction from management and supervisors.
• Ability to effectively manage one's time to complete work according to established deadlines. The ability to prioritize tasks and use time efficiently.
• Ability to adjust quickly to different work situations; remain composed under pressure and in stressful situations.
• Regard for important details to assure accuracy in every transaction performed, detect errors, and follow through on corrections and detail.
• Responsible for knowing and following Bank Security Act (BSA) and Customer Identification Program (CIP) regulations, policies, and procedures.
• Must have flexibility to deal with changing work hours.

REQUIREMENTS

Customer Service

• Exceed expectations, build lifetime relationships, and help our customers achieve financial success.
• Maintain a high level of confidentiality with regards to customer information at all times.
• Serve customers and give them the same thoughtful treatment that you would like to receive.
• Exercise judgment and tact while working with customers or co-workers.

Culture

• Actively upholds the Company's vision, mission, and values, encompassing mutual respect for customers and co-workers, honoring commitments, working with integrity, and accepting responsibility for own actions.
• Contribute to a work environment that fosters pride in being part of a winning team and positive team atmosphere which promotes continuous improvement and personal growth.
• Comply with rules and regulations, adjust to change, and promote the best interests of the Company.

Community

• Participation in community involvement is encouraged. This involvement can include professional, civic and community groups.

Financial Responsibility

• Keep personal finances in order, to properly help manage the financial affairs of others.

Dress Code

• Meet all dress and grooming expectations in support of a professional, clean, and welcoming environment.
• Standards must be met and maintained throughout employment.

EDUCATION & EXPERIENCE

• Associates degree required or equivalent work experience
• Minimum of two (2) years of experience in similar job duties