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Lead Relationship Banker

2 months ago

Charlotte, United States Truliant Federal Credit Union Full time

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Lead Relationship Banker is responsible for serving the financial needs of our member-owners accurately and efficiently, and developing a strong rapport with the member which supports the Credit Union's mission of enhancing our member-owners’ financial lives and becoming their preferred financial partner. This position performs tasks related to all facets of the Branch, which includes processing teller transactions, lending, account opening and account maintenance, opening savings & investment products, along with other account services, operations duties, and leadership responsibilities. The Lead Relationship Banker will assist members from the initial point of contact through the completion of their transaction or platform need. The duties that the Lead Relationship Banker will perform each day will vary depending on the need of the member they are assisting and they will be responsible for seamlessly transitioning from the Teller line to the platform and back throughout each day. The Lead Relationship Banker must act as a positive role model for all employees in adherence to the organization’s mission of meeting the financial needs of the Credit Union’s member-owners. The Lead Relationship Banker must provide leadership and supervision of the team when a Manager is not available.

Essential Functions and Responsibilities

  • Assists members and coaches Relationship Banker role to review current and future financial goals through conducting quality guidance and credit reviews to provide solutions with Credit Union deposit, loan and ancillary products and services, ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including basic problem resolution. Identifies quality referrals to other business units such as but not limited to: Business Services, Mortgage, and Truliant Financial Advisors. Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including basic problem resolution.
  • Maintains integrity and confidentiality when handling member’s accounts.
  • Adheres to all Credit Union and security policies and procedures and assists Branch Manager to ensure that staff members apply appropriate skill in controlling loan and fraud losses.
  • Performs all teller transactions as requested and has capability to balance CDMs, TCRs, ATMs and vault.
  • Performs all member service operations, including new accounts opened for contact and initializing start of relationship building with knowledge, products and services that will benefit the member.
  • Provides information on all deposit and loan products to member-owners, including mortgages, service agreements and insurance, business service requests to include loan and deposit needs.
  • Manages loan and deposit pipeline to ensure timely follow-up and cultivates leads into successes.
  • Understands IRA process and products offered. Opens and provides maintenance for all IRA accounts.
  • Makes outbound guidance calls to member owners.
  • Represents the Credit Union by visitations to Business Partners and other Credit Union functions.
  • Executes the Branch’s plan to ensure achievement of goals and objectives, including but not limited to member service scores, loan production, deposit production, new member growth and partner lines of business referrals.
  • Researches and resolves members’ account issues and maintains integrity, discretion and confidentiality when handling difficult situations concerning members’ accounts.
  • Assists Management to ensure that all Branch cash audits are carried out in an efficient, timely, consistent and accurate fashion.
  • Assists Branch Manager to ensure that staff members appropriately control and minimize loan and fraud losses.  Verifies that all staff are meeting Credit Union Balancing Standards.
  • Ensures that team members adhere to all Credit Union and security policies and procedures, and communicates operational procedure changes.
  • Schedules operations to assure that sufficient staff coverage is available during service hours. Assigns projects to team members and confirms that tasks are completed.
  • Balances and audits ATM, Vault, Cash Dispensing Machine(s) and Transaction Currency Recycler(s) according to Credit Union policy and ensures the daily processing and management of the Night Depository. Balances vault cash daily and reconciles errors if needed. Keeps Member Financial Center below maximum cash limits and ensures maximum cash drawer limits are not exceeded.
  • Sets clear objectives, behaviors, and actions for each employee which are communicated and coached to on a regular basis. Monitors progress and tracks results for each employee and provides coaching, training, or remediation as necessary.
  • Assists Manager in reviewing performance standards and expectations of team members to ensure effectiveness and accountability.
  • Responds to security and audit findings and monitors operations to ensure compliance.
  • Actively participates in interviewing, hiring, and training employees. Helps in planning, assigning, and directing work, appraising performance, addressing complaints and resolving problems.

Other Duties and Responsibilities

  • Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

  • Must be flexible to assist members with various needs in different capacities throughout the day
  • Must have sound understanding of standard concepts, practices, procedures, regulations and compliance within the financial services environment
  • Must have superior interpersonal and coaching skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
  • Must have excellent communication skills in English, both verbal and written
  • Must have good arithmetic skills
  • Must have basic personal computer skills
  • Must have knowledge of advanced products and services
  • Must be proficient in service recovery concepts as a vehicle to enhance member satisfaction
  • Must understand basic concepts and principles of credit underwriting
  • Must have Notary appointment, or attain Notary status within 3 months of hire
  • Must be trained in Branch Lending
  • Must have ability to understand all business processes within the credit union
  • Must be detail oriented and well organized
  • Must be able to work in a general office environment
  • Must be flexible and able to shift resources and priorities as needed
  • Must be able to resolve member’s complaints and coach others
  • Must have ability to work well under pressure in a goal oriented environment
  • Should possess a strong commitment to providing excellent service to Truliant’s members

Physical Requirements

  • Frequent standing, walking, and bending required
  • Must be able to sit at a desk for moderate periods of time and use a computer
  • Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

  • High School Diploma or equivalent required
  • Strong interpersonal skills required
  • College Degree preferred
  • A minimum of 5+ years related experience in the retail industry or financial services required
  • Previous sales experience required
  • Previous lending experience required
  • Previous leadership experience preferred
  • Previous sales experience preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant 

As a member of the Truliant family, you will enjoy the following full time benefits:

  • No-cost employee Medical, dental, vision coverage
  • Prescription benefits (including mail order)
  • Paid holidays and Paid Time Off (PTO)
  • 401(k) plan with contribution matching  
  • Paid community involvement volunteers hours
  • Paid group life Insurance
  • Teammate loan discounts
  • Tuition reimbursement
  • Short and long-term disability
  • Health & Wellness program
  • Teledoc (physician video conferencing)
  • Onsite fitness facilities or health club reimbursement
  • Employee Assistance Program (EAP)
  • Medical flexible spending account
  • Dependent care flexible spending account