Retail Relationship Banker

Job Details Position type: Full Time | Location: Overland Park Office – Overland Park, KS 66221 | Organization: Community National Bank, founded in 1984 in Nemaha County, Kansas. Position Mission Delivers exceptional customer service to CNB customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interest of the customers. Works collaboratively within the location and with CNB partners and other CNB locations to deliver the desired customer experience and achieve overall business objectives. Major Duties Takes a lead in proactively engaging with existing customers and prospects by providing needs‑based assessments to grow loyalty and future opportunities. Engages customers to have a full holistic conversation to help identify financial solutions and preferred banking channels while recommending and addressing products and service needs (e.g., checking, saving, CD, money market, online banking, debit cards, credit cards, lending solutions, home financing). Offers clients advice and guidance on available digital and self‑serve options with the goal of making banking easy, simple and fast. Supports customer teller transactions based on customer traffic. Engages customers to grow CNB business by reaching out, generating appointments, and building new relationships with the community. Addresses questions and resolves issues raised through audits and operational department findings, ensuring accurate data entry and lending recommendations in compliance with legal and regulatory requirements and lending policies and processes. Makes credit recommendations for personal lending transactions, including home financing, in accordance with sound credit granting principles set by the bank’s policies and procedures. Acts as a key member of a collaborative and versatile location and market. Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer needs, providing strategic advice. Organizes work information to ensure accuracy and completeness. Takes the initiative to find creative approaches that make each customer’s experience feel personal. Looks for ways to contribute to the ongoing improvement of the overall location customer service experience. Contributes to business results and overall experience delivered in the location. May work at multiple locations based on market needs; work schedule may differ from week to week in terms of days worked, hours and schedule interest. Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets and maintain their privacy. Maintains current knowledge of personal banking products, services, practices, and trends and integrates them into customer conversations. Maintains complete knowledge of how to open, close or conduct maintenance on accounts on the system. Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering. Complies with legal and regulatory requirements for the jurisdiction. Protects the bank’s assets in compliance with regulatory, legal, and ethical requirements. Completes complex and diverse tasks within given rules/limits and may include handling escalations from other employees. Analyzes issues and determines next steps. Broader work or accountabilities may be assigned as needed. Makes outbound calls to existing customers and prospects. Ability to conduct outside business calls. General Responsibilities Support CNB’s strong relationship culture through quality customer service and superior product knowledge. Provide superior customer service by resolving problems efficiently and responding in a timely manner. Identify and implement solutions to problems in general and urgent matters. Actively seek to add and enhance knowledge regarding developments and current trends in the industry. Seek counsel of supervisor on financial concerns or other issues as appropriate. Work collaboratively with staff to maintain a team environment. Flexible to accept additional assignments as requested by leadership. Cross‑train for other positions to cover when necessary. Demonstrate professionalism while representing CNB (onsite, professional and community events and via communications). Participate and attend meetings as requested. Recommend policies and procedures as it relates to area of responsibility. Provide timely responses to inquiries for information to customers, staff and vendors. Answer telephone calls and provide a prompt response. Follow CNB’s policies and procedures. Other duties as assigned. Requirements and Skills Working knowledge of personal and small business customer needs and solutions (including lending products). Working knowledge of marketing promotions if applicable. Experience in financial services is an asset but not required. Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications. Passionate commitment to helping our customers. Drive to deliver a personal customer experience. Focus on results and the ability to thrive in a holistic conversation and team‑based environment. Resourceful self‑starter with courage and confidence to approach customers. Readiness to collaborate and work in different capacities as part of a team. Strong interpersonal skills, including the ability to build rapport and connections with customers. Aptitude for listening, solving problems, and responding flexibly and creatively to new challenges. Specialized knowledge. Good verbal and written communication skills. Good organizational skills. Good collaboration and team skills. Analytical and problem‑solving skills. Education and Experience Typically, 2–3 years of relevant experience and a post‑secondary degree in a related field of study or an equivalent combination of experience in sales. Experience in a consultative customer service or sales role, with a drive to deliver a personal customer experience (or ability to obtain retail banker conversation certification within 90 days). Cash handling experience preferred. Dedication to providing exceptional customer service. Strong attention to detail, dependable, and self‑motivated. Highly proficient in MS Office and industry‑specific software. Proficient math skills. Physical Demands The employee must stand and sit for extended periods, read computer screens, talk on the phone, unpack and move supplies up to fifty pounds, reach, kneel, bend, climb, and balance. Vision abilities required include close vision. Work Environment The work environment is primarily professional and deadline‑driven, with interaction of internal team members and external customers. Noise level can be loud. Additional Duties This job description is a summary of the typical functions of this position and is not an exhaustive list of all duties. Additional duties and responsibilities may be added to this job description at any time. Compliance and Equal Opportunity In accordance with the Americans with Disabilities Act, reasonable accommodations may be made for qualified individuals with disabilities, unless they pose serious health or safety risks to this or other employees. A request for accommodation can be made to the Human Resources Manager or CEO. Community National Bank is an equal opportunity employer. Job descriptions are not intended to and do not create employment contracts. Community National Bank is an at‑will employer; team members can be terminated at any time, for any reason not prohibited by law. #J-18808-Ljbffr Community National Bank