Relationship Banker - Santa Rosa (Reinking Branch)

Location: On-site in Santa Rosa, Ca. (Montgomery Village)

POSITION SUMMARY:

The Relationship Banker has a passion to do what is right for each customer and build long-term customer relationships. They possess in-depth knowledge to make connections, discover needs, share recommendations and grow relationships. They are skilled at communicating with customers to discover unmentioned or unknown financial needs. Relationship Bankers retain and expand their book of business by deepening relationships through cross-sales and referrals. A Relationship Banker has a broad knowledge of Exchange Bank products and services and can perform both teller and platform transactions while leading advice-based conversations and providing superior customer experience during every interaction.

POSITION TYPE & SCHEDULE:

Full-time, non-exempt position, 37 hours per week, typically Monday-Friday 8:30am-5:30pm (with one weekday off) and Saturdays 8:30am-5:30pm. This schedule is subject to change based on the business needs of the Bank.

ESSENTIAL FUNCTIONS

Customer Experience:

• Build long-lasting customer relationships by providing superior customer experiences.
• Educate customers on a full range of retail products and services including deposit accounts, non-equity consumer loans, credit cards, cash management, merchant services and safe deposit boxes to meet or exceed established sales goals and support the overall branch and Bank sales objective.
• Obtain an understanding of products, services, bank technology and operations.
• Accurately and confidently process customer deposits, withdrawals and loan payments, cash checks and other transactions in accordance with policies and procedures.
• Process a variety of customer transactions and requests including stop payment requests, funds transfer requests, address changes and account research for customers.
• Open new accounts and convenience services while following bank guidelines.
• Resolve a variety of customer issues and escalate as appropriate.
• Initiate and manage required follow-up contact with all new customer relationships to ensure quality onboarding.
• Facilitate ongoing relationship service with existing customers to nurture loyalty and retention as well as acquire additional business.
• Understand and apply bank operational knowledge to always support and contribute to the soundness of the branch and daily operational requirements.
• Exhibit a high degree of professionalism in all aspects of behavior, dress and communications.

Sales

• Identify cross-selling opportunities by profiling customers with open-ended questions.
• Refer customers and prospects to Branch Management or other Relationship Banker as appropriate.
• Consistently meet or exceed individual sales goals contributing to the overall success of the branch.
• Identify and recommend non-equity consumer loan products through interviewing customers and understanding their needs. Provide and accept loan applications, including creating and forwarding packages to the Bank’s Consumer Lending Department.
• Effectively build customer relationships utilizing the Customer Care process.

Non-Essential Functions:

• Perform special projects and research as assigned.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience:

• A combination of education and experience equivalent to a high school degree and experience in retail sales and/or in-person or telephone customer service experience. Financial industry background

Knowledge, Skills and Abilities

• Knowledge of cash handling, including a basic understanding of banking principles.
• Knowledge of non-equity consumer loan products.
• Ability to adopt/embrace procedures and new technology in all of its current forms including tablets, smartphones, and personal computers.
• Ability to work branch hours, including weekends, and some evenings at multiple locations in Sonoma County.
• Skilled in creative problem solving to analyze situations to effectively make financial product recommendations.
• Ability to learn and apply applicable state and federal banking regulations.
• Ability to perform basic business math calculations.
• Ability to communicate with customers of various ages and backgrounds in a patient and respectful manner adjusting approach based on the needs of the customer.
• Demonstrated communication skills including phone and email etiquette.

Physical Requirements:

Ability to stand, bend, stoop, sit, walk, twist and turn. Ability to lift up to 15 pounds occasionally. Indoor office work environment with a majority of time spent standing and/or sitting alternatively at a desk or teller window. The employee must be able to work schedules that meet the needs of the business, which may include early morning, evening and/or weekend hours.

Compensation & Benefit s
• Pay range: $20.40 to $26.20 per hour, commensurate with experience, education and skills.
• Health, dental, and vision insurance
• Retirement plan options
• Paid time off and sick leave
• Tuition reimbursement
• Free checking and discounts on other available banking products

Who You Are

• Confident communicating with customers from a diverse range of backgrounds and experiences.
• Have a positive, upbeat and professional personality.
• Have experience with cash handling, including a basic understanding of banking principles.
• Able to work branch hours, including weekends, and some evenings.
• Have at least one year experience working in banking, retail or a customer service role.

Who We Are
Established in 1890, Exchange Bank is one of the most unique community banks in the United States because of our history, ownership and legacy. Our employees enjoy a work environment that values a work/family balance, encourages community involvement and provides competitive compensation and benefit package.

Our Mission - From generation to generation, we invest in people, business and community to build a strong future.

Commitment – Respect – Integrity – Teamwork

An award–winning bank, our community has voted Exchange Bank:
• Best Company to do Business With
• Best Business Bank
• Best Local Bank
• Best Place to Work
• Business Environmental Alliance Best Practices Award
• Healthiest Companies in North Bay Award
• Spirit of Philanthropy Award