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Regional Banking Relationship Specialist

2 months ago

Grand Rapids, Michigan, United States Union Bank Full time
Job Overview

Position Summary:

The Regional Banking Relationship Specialist is tasked with enhancing the customer journey by recognizing avenues to elevate their financial health. This role involves becoming a reliable consultant to both current and prospective clients by providing exceptional service and engaging in insightful sales discussions. The specialist will engage in various activities, including outbound business outreach, generating referrals, and managing customer accounts.

This position will leverage personal networks, lead initiatives within the financial center, conduct tele-consultations, and actively participate in community engagement activities. Collaboration with various departments such as Marketing, Commercial, Mortgage, and Treasury Management is essential to uncover opportunities for expanding client relationships.

Key Responsibilities:

Customer Service & Transactions:

  • Deliver professional service to meet customer needs.
  • Ensure outstanding customer experiences by consistently achieving high satisfaction levels.
  • Build strong relationships with clients and maintain knowledge of account ownership.
  • Handle a range of transactions, including account openings, maintenance, and consumer loan sourcing.
  • Manage various customer service tasks such as account holds, stop payments, and document processing.
  • Address customer inquiries confidently and resolve issues effectively.
  • Act as a backup for Treasury Management account services as required.

Operational Excellence:

  • Adhere to security and emergency protocols diligently.
  • Safeguard customer information at all times.
  • Maintain confidentiality and trust in all business dealings.
  • Stay informed about bank policies to minimize risks and fraudulent activities.
  • Assist with branch operations as needed.
  • Follow document retention and destruction policies in accordance with bank guidelines.

Sales & Referrals:

  • Focus on deepening existing client relationships and acquiring new customers.
  • Engage in proactive sales activities, including financial literacy presentations and community networking.
  • Conduct regular financial reviews with clients to identify their evolving financial needs.
  • Meet or exceed sales referral targets set by management.
  • Engage in consultative discussions during the account opening process to recommend suitable products and services.
  • Participate actively in branch meetings and sales huddles.
  • Maintain comprehensive knowledge of all retail banking products and services.
  • Initiate discussions to uncover customer needs and effectively refer them to appropriate business partners.
  • Understand the bank's lending products and manage sourced loans through the application process.

Additional Responsibilities:

  • Perform other duties as assigned by senior management.
  • Comfortable presenting information to larger groups.
  • Familiarity with all banking regulations, including BSA and OFAC compliance.

Working Conditions:

  • Availability for occasional evening and weekend work.
  • Travel may be required, with potential for 50-75% of time spent on the road.
  • Flexibility to work at various locations as needed.
  • Physical requirements include standing for extended periods and lifting up to 50 pounds occasionally.

Qualifications:

  • Strong interpersonal skills, including effective communication with clients and colleagues.
  • Exceptional customer service abilities.
  • Attention to detail and ability to follow instructions accurately.
  • Capability to handle confidential information responsibly.
  • Professional appearance and demeanor in line with company standards.
  • Proficient phone etiquette for internal and external communications.
  • Registration under the S.A.F.E. Act is required upon employment.
  • Demonstrated success in outbound sales initiatives.

Education & Experience:

  • High school diploma or equivalent is required.
  • A minimum of 5 years of customer service experience is necessary.
  • Preferred experience includes at least 3 years in the banking sector.