Customer Relationship Manager

2 weeks ago

San Francisco, United States Field & Main Bank Full time
Position Title: Banking Center Manager
DEPARTMENT: Retail Banking Division
REPORTS TO: Director of Retail Operations
SUPERVISES: Retail Banking Team at Designated Location
FLSA: Exempt STATUS: Full-Time
EEO Classification: 1.2 First/Mid-Level Officers and Managers
JOB GRADE: 5
HOURS: Standard full-time 40 hours. Saturday rotation required.
SUMMARY: The Banking Center Manager plays a crucial role in Business Development and Management, focusing on cultivating enduring relationships with both existing and prospective clients while overseeing the daily retail operations of the banking center. This role involves coordinating and managing retail functions in alignment with established protocols and introducing new initiatives. The manager is responsible for developing, mentoring, motivating, coaching, and assessing the retail team to enhance their capabilities. This position collaborates with the Senior Relationship Banker (SRB) and/or Relationship Banker Lead regarding the daily operations of the banking center and works with the Relationship Banker Coordinator to address the training needs of the retail staff. Additionally, the manager partners with the Director of Retail Operations and the Marketing Officer on product innovation, promotion, customer service enhancement, and staff training. This role serves as a liaison between retail and loan operations, consistently reviewing and updating retail policies and procedures as necessary. The Banking Center Manager must also be adept at performing all retail and consumer lending responsibilities and is tasked with developing new lending relationships while maintaining existing ones. The position demands the highest standard of customer service and a commitment to the company's core values.
EDUCATION & EXPERIENCE:
  • Required: High School Diploma or equivalent with post-secondary education (e.g., college courses, business school courses, AIB courses) or equivalent work experience.
  • Desired: Associate's degree in a Business-related field or completion of Retail Banking School or AIB Graduate School of Banking.
  • Completion of Field & Main University courses is preferred.
  • Minimum of five (5) years of supervisory experience.
  • Proven ability to create processes and lead projects while effectively communicating results and implementing new policies.
  • Extensive knowledge of computer systems and evolving technology.
  • Demonstrated capability in growing a consumer loan portfolio.
  • At least 5 years of experience in Relationship Banker roles with comprehensive knowledge of Senior Relationship Banker functions.
  • Must be in good standing under The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (Safe Act) and registered/licensed with the Nationwide Mortgage Licensing System and Registry; or must be eligible for registration under the Safe Act.
ESSENTIAL DUTIES & RESPONSIBILITIES:
  • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Promotes exceptional customer service by consistently delivering premier customer satisfaction with a friendly demeanor and proactive attitude.
  • Possesses knowledge of various federal regulations, including the Bank Secrecy Act and the Community Reinvestment Act, and is responsible for regular training of retail staff on these regulations.
  • Addresses operational challenges and develops, recommends, and implements procedures that align with the bank's long-term strategic goals.
  • Leads the implementation of retail system changes to support new products and procedures, recommending enhancements for efficiency.
  • Utilizes sound judgment to make timely decisions regarding customer transactions, balancing customer satisfaction with the bank's risk exposure.
  • Fosters a positive culture within Field & Main and supports the development and execution of organizational vision and policies.
  • Implements client retention strategies by effectively utilizing relationship pricing.
  • Embodies and represents the Field & Main culture and brand.
  • Other duties as assigned.
Retail Responsibilities:
  • Assigns tasks and clarifies bank policies and procedures to the retail team.
  • Ensures adherence to bank policies and procedures, ensuring staff awareness of proper operational protocols.
  • Recommends hiring, disciplinary actions, promotions, transfers, and terminations as necessary.
  • Maintains documentation of teller outages, balances, and timecards.
  • Conducts regular team meetings to discuss issues, policies, procedures, and updates on retail activities.
  • Ensures that new account goals are met or exceeded.
  • Processes teller transactions as needed.
  • Provides comprehensive customer service, including opening new accounts and explaining available banking products and services.
Lending Responsibilities:
  • Solicits consumer and mortgage loans, informing potential clients of the bank's underwriting guidelines and applicable regulations.
  • Conducts interviews with loan applicants.
  • Completes loan applications and pre-processing tasks promptly to ensure timely communication of good faith estimates or adverse actions.
  • Communicates loan approvals or denials to borrowers.
  • Develops and expands a consumer and mortgage lending portfolio.
Business Development Responsibilities:
  • Enhances the bank's image through community involvement and participation in civic boards and committees.
  • Ensures that referral targets for relationship contacts are met or exceeded.
  • Participates in business development initiatives, making joint calls to retain and attract new clients.
  • Leads efforts to cross-sell to the top 1000 deposit customers.
  • Engages with potential and existing customers to facilitate account establishment and loan documentation.
COMPETENCIES: To excel in this role, an individual should demonstrate the following competencies:
  • Computer Skills: Strong knowledge of computer functions and a commitment to ongoing technical education.
  • Initiative: Ability to identify the correct course of action based on knowledge and sound judgment, taking proactive steps to accomplish tasks.
  • Follow-Up: Completes tasks promptly and efficiently, responding urgently to requests.
  • Communication Skills: Relates positively to customers and colleagues, maintaining professionalism in all communications.
  • Interpersonal Skills: Works well with others, supporting management directives and fostering a cooperative environment.
  • Time Management: Displays urgency in completing tasks while maintaining accuracy and quality.

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