Relationship Manager Personal Banking - Branch

Job Title

The position is responsible for providing a best in class customer experience, enhancing the engagement of employees, ensuring operational excellence and driving financial results within a targeted book of high potential customers through outbound sales activities.

Accountabilities

Employee Engagement

• Build strong relationships with and engage in consistent collaboration meetings with the Branch Manager(s) in the assigned market.
• Build strong relationships and mutually beneficial partnerships with ESL team members in Business Banking, Mortgage and Wealth Management departments.
• Ensure communication is effective and timely with ESL team members.
• Leverage ESL's recognition programs to drive engagement with the Branch employees and line of business partners.

Customer Experience

• Show commitment to ESL core values.
• Model ESL member-focused behaviors to deliver a superior customer experience.
• Actively manage the allocated book of high-potential customers, through outbound calls and emails, to build relationships and meet the ongoing banking and wealth management needs of the customers.
• Use active listening and needs-based questions to understand the customers' needs and financial goals.
• Identify products and services to meet the needs of the customer.
• Make recommendations and provide financial guidance to the customer.
• Show commitment to resolving customer issues in the moment or performing the required follow-up work to see the issues through to completion.
• Support our Voice of Customer program by collaborating with our Customer Experience Team.

Operational Excellence

• Adhere to ESL policies, processes, and procedures.
• Collaborate with the operational support departments.
• Accurately process work. Some common examples include, but are not limited to, opening deposit accounts, submitting loan applications and following referral processes.
• Commit to ongoing self-development to build knowledge and enhance skills.

Financial Results

• Responsible for making outbound calls and sending proactive emails to customers in order to schedule appointments
• Cultivate and deepen relationships within the assigned book of high-potential and high net worth customers
• Drive new high net worth customer growth by establishing various customer referral sources through active networking in the business community
• Follow structured and consistent sales activities to achieve assigned sales and referral goals in the following categories:
• Personal Banking - Directly sell deposit products, loan products, payment products (debit cards, credit cards, Zelle), online and mobile banking services
• Wealth Management - Refer customers who will benefit from our financial planning services to the wealth management team, as well as Cooper/Haims Advisors, LLC
• Mortgage - Refer customers who are purchasing a new home or have a need to refinance their existing mortgage to our mortgage team
• Business Banking - Directly sell deposit products, loan products, payment products (debit and credit cards), online and mobile banking services. Refer business owners who have more complex borrowing needs to our business banking team

Qualifications

• Bachelor's degree or 4 years of directly related experience required
• In addition, a minimum of 4 years of prior sales, leadership, or related experience.
• Licensed Notary required.
• Proficient in building customer and peer relationships.
• Proven track record of engaging high net worth customers and prospects through phone conversations.
• Strong communication skills, with the ability to communicate effectively with internal ESL team members and external stakeholders.
• Demonstrated critical thinking skills.
• Ability to manage time effectively and operate independently, with little daily oversight.
• Proven ability to manage and prioritize multiple responsibilities.
• Strong cultural competency and desire to work in an organization that values diversity, equity, and inclusion.
• Experience providing customers with financial guidance and helping them to achieve financial wellness.
• Commitment to our Purpose We help our community thrive and prosper.
• Ability to engage with local businesses and centers of influence to foster strong partnerships and collaborative opportunities.
• Ability to proactively leverage data to enhance performance and make informed decisions and recommendations.
• Excellent verbal and written communication skills.
• Demonstrates alignment with ESL's Core Values, mission, vision, and purpose to help our community thrive and prosper

We're committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.