Client Relationship Specialist

2 weeks ago

Lexington, Kentucky, United States City National Bank of WV Full time
Job Overview

Equal Opportunity Employer

Summary

The Client Relationship Specialist is dedicated to delivering exceptional service, ensuring that all client requirements are fulfilled. This role involves actively promoting, selling, cross-selling, and referring the bank's offerings to both potential and current clients. The specialist is responsible for opening and managing various types of client accounts and serves as the primary contact for addressing both routine and complex inquiries regarding client accounts. Additionally, this position supports other areas of the branch as necessary, including assisting the Branch Manager in mentoring customer service representatives in identifying referral opportunities and executing the core responsibilities of a customer service representative.

Key Responsibilities

  • Consistently upholds the bank's service standards to deliver outstanding customer experiences.
  • Maintains a positive and professional demeanor at all times.
  • Proactively promotes and sells the bank's offerings to potential and existing clients by utilizing the bank's customer engagement model to identify client needs.
  • Keeps current with the bank's products and services.
  • Assists clients with both routine maintenance and complex service inquiries, ensuring resolution.
  • Guides clients through loan applications, recommending suitable loan structures, collecting necessary documentation, submitting packages to the retail loan department, and finalizing retail loans as required.
  • Aims to meet individual production targets for retail loans, checking accounts, and mortgage referrals, contributing to branch objectives.
  • Builds and nurtures client relationships, actively seeking referral opportunities from existing clients.
  • Strives to develop and maintain networks for new referral business.
  • Appropriately refers clients to other departments and business partners.
  • May serve as the primary branch contact in the absence of the Branch Manager.
  • Maintains a general awareness of the competitive landscape.
  • Completes all required training within designated timeframes.
  • Adheres to all regulatory, audit, and compliance policies and procedures of the bank.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Position Qualifications

  • High school diploma or equivalent.
  • Minimum of 2 years of demonstrated sales and service experience.
  • At least 2 years of customer service experience.
  • Prior experience in retail lending.
  • Preferred 2+ years of banking experience.
  • Ability to manage multiple tasks, organize, and prioritize to ensure exceptional customer service.
  • Exhibits professional attire and demeanor.
  • Proficient in personal computer use.
  • Must comply with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z, including a review of financial responsibility, character, and overall fitness prior to placement in the role. Compliance with NMLS registration and background check requirements is mandatory within 30 days of employment.
  • Work typically performed indoors in a controlled environment, with some standing, walking, bending, and lifting of 5–10 pounds.

Essential Skills and Expertise

  • Exceptional customer service and sales capabilities.
  • Strong leadership qualities.
  • Excellent verbal communication skills.
  • Comprehensive knowledge of the bank's operations, policies, and procedures.

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