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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 pinpointing opportunities to elevate their financial health. This role involves becoming a reliable consultant to both current and prospective clients through the delivery of exceptional service and insightful sales dialogues. The Specialist will engage in various activities, including outbound business outreach, self-generated 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 organized by Union Bank. Collaboration with various departments such as Marketing, Commercial, Mortgage, and Treasury Management is essential to identify opportunities for expanding referral networks and nurturing client relationships.

Key Responsibilities:

Customer Service & Transactions:

  • Provide professional service to meet customer needs, either directly or indirectly.
  • Ensure outstanding customer experiences by consistently achieving high satisfaction levels.
  • Develop strong relationships with the customer base and maintain knowledge of account ownership.
  • Handle a variety of transactions, including account openings, maintenance, and consumer loan sourcing.
  • Execute various customer service transactions such as account holds, stop payments, and document processing.
  • Address customer inquiries confidently and take ownership of customer issues.
  • Act as a backup for the Treasury Management Officer regarding account opening and maintenance requests.

Operational Excellence:

  • Adhere to security and emergency protocols diligently.
  • Ensure customer information is secured at all times.
  • Maintain confidentiality and trust in all business dealings.
  • Stay informed about bank policies to prevent fraudulent activities and mitigate risks.
  • Assist with branch opening and closing as necessary.
  • Follow document retention and destruction policies as outlined by the bank.

Sales & Referrals:

  • Focus on expanding and deepening relationships with existing and potential customers.
  • Engage in proactive sales activities, including financial literacy presentations and community networking.
  • Reach out to existing clients for periodic financial reviews to identify their current and future needs.
  • Consistently meet or exceed sales referral targets set by management.
  • Conduct consultative discussions during the account opening process to understand customer needs and recommend suitable products and services.
  • Participate actively in branch meetings and sales discussions.
  • Maintain comprehensive knowledge of all retail products and services offered.
  • Initiate discussions to uncover customer needs and effectively refer them to appropriate business partners.
  • Possess a solid understanding of the bank's lending products and manage sourced loans from application to closing.

Additional Responsibilities:

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

Working Conditions:

  • Availability for some evening and weekend work.
  • Willingness to travel for work, with travel requirements of 50-75% at times.
  • Ability to work at various locations with short notice.
  • Physical ability to stand for extended periods and lift up to 50 pounds occasionally.

Qualifications:

  • Strong interpersonal skills, including effective listening and communication.
  • Exceptional customer service capabilities.
  • Attention to detail and accuracy in following directions.
  • Ability to maintain confidentiality.
  • Professional appearance in line with company standards.
  • Professional phone etiquette for internal and external communications.
  • Registration under the S.A.F.E. Act is required at the time of employment.
  • Demonstrated success in outbound sales.

Education & Experience:

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