Customer Relationship Specialist

2 weeks ago

Colonial Heights, Virginia, United States C&F Bank Full time

Position Overview:

C&F Bank is a dynamic financial institution dedicated to providing exceptional experiences for our employees, clients, and the communities we serve. With a rich history of 97 years in Virginia, we pride ourselves on the vital role our employees play in defining our company culture and values, emphasizing the importance of relationships and community.

We offer a competitive benefits package that includes paid time off, multiple retirement savings options, comprehensive health care plans, in-house health services, volunteer opportunities, career development programs, and assistance with student loan debt and tuition. These offerings contribute to making C&F Bank an attractive workplace for building a rewarding career.

Key Responsibilities:
The primary focus of this role is to establish, manage, and nurture significant relationships with clients.

You will have the chance to take charge of your professional growth through various training programs aimed at delivering the C&F Customer Experience. By addressing customer needs and performing all branch transaction functions, you will play a pivotal role in transforming branch visits into opportunities for relationship building that enhance earning assets. The Universal Banker (UB) will also proactively reach out to existing clients to arrange relationship reviews and strengthen current connections. In addition to managing existing client relationships, the UB is tasked with acquiring new clients, primarily through referrals, prospecting, and other lead sources. Participation in networking events and business development activities is also expected. Within approximately 12 months, you will receive training in consumer lending, and upon successful completion, you will assume responsibilities in this area.

Growth and Business Development (60%):

  • Exemplifies all aspects of C&F's Focused on You brand.
  • Builds personal connections, engages with clients, educates them, asks open-ended questions, and listens to foster trust and develop lasting relationships.
  • Acquires knowledge of products, services, and procedures to effectively provide solutions and financial options for clients using a consultative approach.
  • Reviews client accounts to make informed decisions regarding requested transactions.
  • Ensures that individual and team objectives are met through required in-person and outbound activities that allow for sharing valuable solutions and recommendations via our C&F Relationship Review.
  • Acquires new consumer client relationships by utilizing internal and external lead sources.
  • Attends networking and community events to expand the prospect list and establish new client relationships.
  • Fosters collaborative, results-oriented relationships with key internal partners, including Business/Commercial Relationship Managers, Customer Service, Operations staff, Credit Services, C&F Mortgage, C&F Wealth Management representatives, and Treasury Solutions.
  • Educates and connects clients to technology solutions.
  • Drives performance metrics in alignment with company objectives.

Risk Management (20%):

  • Adheres to all BSA/CIP requirements during new account and existing client interactions.
  • Submits all client documentation accurately and promptly.
  • Resolves outstanding tracking items within specified guidelines.
  • Takes ownership of additional operational risk management tasks as assigned.
  • Complies with the Bank's information security policies and manages sensitive information appropriately, ensuring customer data is protected with a high degree of accuracy and urgency.
  • Balances cash drawer at the end of each day.

Team Collaboration and Influence (20%):

  • Provides staffing support to other market branches as needed.
  • Participates in and occasionally leads components of daily morning huddles and weekly team meetings.
  • Facilitates C&F Active Site Leadership when not engaged with clients, building collaborative relationships with key internal partners, including Branch and Market teammates, Customer Service, Electronic Solutions, Operations staff, C&F Mortgage, C&F Wealth Management representatives, and Commercial/Business Relationship Managers.

Qualifications:
Education and Experience:

Required Qualifications:

  1. High school diploma or GED.
  2. One year of experience in teller or cash handling roles.
  3. One year of experience in customer relationship building or sales.

Preferred Qualifications:

  1. One year or more of experience in branch banking or lending.
  2. Experience in sourcing and prospecting for new clients and relationship building.

Knowledge, Skills, and Abilities:

Required Qualifications:

  1. Excellent interpersonal and communication skills, with a strong desire to engage with clients and prospects.
  2. Ability to deepen and enhance client relationships.
  3. Demonstrated proficiency in basic computer applications, including Microsoft Office software products.
  4. Willingness to travel to other branches within a geographic region to meet temporary staffing needs and fulfill training requirements.

Preferred Qualifications:

  1. General knowledge of banking operations, policies, and procedures.
  2. Ability to generate demand through prospecting and setting meetings.

Travel Requirements:
Must be able to travel to all Bank locations, including subsidiaries.

Physical Demands:
Employees may experience the following physical demands for extended periods: viewing computer monitors, keyboarding, sitting, finger/hand/wrist motion, and standing/walking.

Work Environment:
Work is conducted in a retail branch environment (on-site).

Note:
This job description outlines the essential functions, duties, and responsibilities of the position in accordance with the Americans with Disabilities Act (ADA). Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. C&F Bank reserves the right to make future revisions to this job description and the inherent responsibilities of the position based on organizational needs.

Equal Employment Opportunity Statement -- C&F is committed to providing equal employment opportunities to all qualified individuals and reaffirms in policy and practice that it shall not discriminate against applicants or employees based on race, color, religion, gender, age (over 40), disability, genetic information, veteran status, national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training.

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