Relationship Banker

Job Description

Performs customer services such as opening new accounts and assisting customers with queries concerning financial institution products and services.
Responsible for the development of new business relationships and maintaining existing relationships.
Explores customer needs and cross-sells services that are in the best interest of the customer or refers the customer to the appropriate internal specialist.
Conducts relationships and activities consistent with established Bank policies, procedures and systems, and all applicable state and federal laws and regulations.
Provides quality, personalized customer service in person and by telephone by effectively managing customer wait time and using the customer’s name, greetings, and closings to ensure customer satisfaction; follows our Legendary Service Standards.
Assesses the needs of the customer using the Customer Needs Assessment tool, explains different types of accounts available, and assists in the selection of the most appropriate product for the customer’s needs.
Opens new personal or business accounts including checking and savings accounts, certificates of deposit, safe deposit boxes, individual retirement accounts, internet banking services, ATM and debit cards, and credit cards; accurately prepares all related documentation.
Provides accurate and timely service on account maintenance and research requests, change of address requests, stop payment requests, telephone and wire transfer requests, check orders, funds transfer requests, and other customer requests.
Answers questions, gives explanations, and solves problems for customers in person, over the telephone, and through correspondence.
Proactively contacts customers by telephone, written correspondence, or in person to develop, retain, and expand banking relationship.
Develops, expands, and maximizes customer relationships by being alert and responsive to opportunities to cross-sell additional products and services that benefit the customer and promote customer retention.
Recognizes opportunities and refers customers to business partners within the bank for loan, investment, and merchant products.
Actively participates in iStep program; attends appropriate sales and iStep meetings and training; utilizes iStep program initiatives; works with manager to set iStep goals and takes responsibility for reaching targeted goals; tracks and submits sales in iStep system.
Attends all required training.
Acquires and maintains knowledge of relevant products, services, policies, and procedures.
Acquires and maintains thorough knowledge and understanding of compliance and regulatory issues relating to teller and customer service areas (, Bank Secrecy Act, Regulation CC, E, DD, P, OFAC, Chex Systems, etc.) evidenced by appropriate application of these regulations in day-to-day operations.
Acquires and maintains thorough understanding of security procedures; practices established procedures.
Assists others in the department/facility as needed and/or directed.
May be assigned teller responsibilities (see separate Teller job description).

Requirements

Education and/or Experience
High school diploma or equivalent
Previous customer service / new accounts experience preferred
Previous teller or cash handling experience preferred
Previous sales experience preferred Knowledge of bank accounts and services, policies and procedures, and regulations preferred
Experience with banking software preferred

Computer and Equipment Skills
Ability to operate teller and office equipment including computers, calculators/adding machines, telephones, voice mail, electronic typewriters, copy machines, fax machines, automatic currency counter, coin machine, check encoder, and security devices.
Knowledge of spreadsheet and word processing software preferred

Communication Skills
Ability to read, write, and speak English
Ability to read and comprehend simple instructions, short correspondence, and memos
Ability to write simple correspondence
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Strong sales, interpersonal, and communication skills

Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent
Ability to accurately count, receive, and disburse cash

Reasoning Ability
Ability to apply common sense understanding to interpret and carry out instructions furnished in written, oral, or diagram form
Ability to deal with problems involving several concrete variables in standardized situations