Client Relationship Specialist

1 week ago

Grand Rapids Michigan, United States Old National Bank Full time

Position Overview:
Old National Bank has a rich history of serving clients and communities since 1834. With a robust asset base of $48 billion, we are a regional leader committed to the well-being of the communities we serve.

As a dedicated partner, we focus on assisting our clients in achieving their financial aspirations while actively engaging in social responsibility through community service and charitable contributions.

Our employees are our most valuable resource, and we prioritize their professional growth and development.

We provide a variety of initiatives led by team members who are enthusiastic about fostering engagement, raising awareness of diverse backgrounds, and promoting inclusivity throughout the organization.


The Client Relationship Specialist is responsible for developing and nurturing long-term client connections by offering insights, guidance, and tailored financial solutions.

Client Relationship Specialists play a crucial role in retaining and enhancing existing client relationships through cross-selling, establishing new banking connections, referring clients to product specialists (e.g., Mortgage, Investments, Small Business, Treasury Management, Merchant Services, Private Banking, Wealth Management, Commercial), educating clients on digital offerings, providing account maintenance, resolving client service issues effectively, and processing transactions.

They actively participate in community outreach and engage with local organizations.

Key Responsibilities:

1. Develop and enhance client and prospective client relationships.


Consult with clients and potential clients throughout the relationship lifecycle to identify needs, educate, and recommend product and service options that align with their financial goals.

Cross-sell products and services and refer to business product specialists to ensure comprehensive client support.

2. Maintain regular contact with the client base through proactive engagement (onboarding, service follow-ups, etc.)

3. Achieve Sales and Service Objectives


Market a comprehensive range of consumer and small business banking services to existing and prospective clients through proactive strategies such as in-branch engagement, outbound calls, marketing initiatives, or internal events; may occasionally engage in external sales activities.

Maintain a thorough understanding of all products and services to effectively meet client needs.


Proactively seek coaching to enhance service and sales skills; share knowledge and best practices to elevate team performance.

4. Operations Management


Proactively address moderate to complex customer maintenance and/or service issues using available resources for resolution, including analysis and insights from various internal departments such as Loan Operations, Deposit Operations, Internal Bank Support, Reconciliation, Risk Management, etc.


Demonstrate in-depth knowledge of various banking channels and educate clients on emerging technologies and digital solutions, including mobile, online, and ATM services to enhance their experience.

Execute all sales, service, and banking transactions accurately while adhering to bank policies, procedures, and regulatory standards.

Follow all fraud prevention protocols and participate in training to stay informed about evolving fraud tactics.

Essential Competencies:

Culture Leadership:


Communication - Utilize active listening and effective questioning to understand the client's needs and desired outcomes; adapt communication style to meet individual preferences.


Collaboration - Build and maintain trusted relationships with others to achieve business objectives; share knowledge and ideas to accomplish mutual goals.


Execution Leadership:


Drive and Execution - Committed to achieving established objectives, overcoming challenges, and continuously learning; focuses on strategies for success by adapting approaches and increasing efforts; collaborates with others to achieve results; consistently meets performance targets.


Problem Resolution/Decision-Making – Independently identify issues; incorporate input from multiple sources to ensure effective action and shared ownership; make sound decisions based on analysis, experience, and judgment.


Client Leadership:


Client Leadership - Prioritize the client in all actions; actively seek client feedback and insights to inform behaviors and decisions; consider the implications of actions from the client's perspective before proceeding.

Measures of Success:


Implement strategies to enhance client retention through cross-selling, personalized outreach, effective resolution of service issues, and monitoring client feedback.


Contribute to the financial success of the banking center by achieving targets for loan production, new account openings, referrals, and digital banking enrollment.

Develop new Community Bank relationships through a strong referral network and outreach initiatives.

Position Levels:

There are two levels of Client Relationship Specialist, based on banking experience, including client service, deposits, and lending experience.

Specialists must complete required training programs, maintain licensing or specialized training, and meet performance goals to be considered for advancement.

Licensing or registrations must be kept current and in good standing according to program guidelines.

Positions may be located at a specific banking center or may support multiple centers within a defined market.

Client Relationship Specialist

Demonstrates the ability to manage all transactions, service needs, and inquiries upon completion of required training.

Must meet account opening goals, partner referrals, lending, and credit card objectives while completing quality Client Financial Profiles.

Qualifications and Education Requirements:

High School diploma or GED Equivalent

Minimum one year of relationship-based client consultation and/or consultative sales experience (banking industry preferred)

Eligible to register with the National Mortgage Licensing System and Registry (NMLS) or currently NMLS registered.

Client Relationship Specialist II


Experienced specialists who have successfully completed the requirements of a Client Relationship Specialist, including all new hire training and the Learning Path within defined timeframes, or specialists with relevant experience in a similar role at another financial institution, including NMLS registration.

Exhibit consultative sales skills and strong service levels to deepen client relationships.

Consistently meet or exceed account opening and lending goals, credit card objectives, partner referrals, and quality Client Financial Profiles.

May manage an assigned client portfolio to address all consumer banking relationship needs.


Encouraged to engage in community service through involvement in local organizations, non-profits, business networking groups, or similar initiatives.

Complete the Client Relationship Specialist Development Program to demonstrate advanced proficiency in the role.

Qualifications and Education Requirements:

High School diploma or GED Equivalent

Minimum one year of relationship-based client consultation and/or consultative sales experience

Minimum one year of banking experience, including deposit/transaction processing, account servicing, new account opening, and consumer lending

Currently registered with the National Mortgage Licensing System and Registry (NMLS) or previously registered and eligible for immediate re-registration.


Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures, and thinking styles.


As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with a disability, sexual orientation, gender identity, or any other characteristic protected by law.


We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank. Join our team.

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