Relationship Banker

Relationship Banker

The Relationship Banker is responsible for establishing, growing, and deepening new and existing customer relationships. This role serves as a lead contributor in delivering a high-touch, personalized customer experience by proactively identifying needs, providing tailored solutions, and helping consumer and small business customers achieve their financial goals. This includes full ownership of the customer experience from initial interaction through final resolution, ensuring a seamless and consistent experience regardless of complexity or internal handoffs.

The Relationship Banker acts as a key partner within the Retail branch team, serving as a primary sales and service contact for customers, while also assisting in the coordination and execution of relationship strategies alongside the Branch Relationship Manager, Lending team, and Treasury Management partners. This role requires a strong focus on efficiency, attention to detail, and seamless execution to ensure an exceptional and consistent customer experience.

Essential Duties and Responsibilities:

• Acquire and deepen the branch customer base through proactive sales, service, and outbound follow-up activities.
• Deliver a high-touch, personalized customer experience by assisting with account opening, wire transfers, account maintenance, consumer and home equity loan applications, and servicing needs with accuracy and professionalism.
• Confidently perform both relationship-based service and traditional teller transactions as needed, ensuring accuracy, efficiency, and a seamless customer experience across all interactions.
• Identify financial opportunities and customer needs, recommending appropriate bank products and services, and referring to Lending and Treasury Management partners when appropriate.
• Achieve individual sales and referral goals as assigned by manager, contributing to overall branch performance.
• Partner closely with Treasury Management and Lending teams to support business customer relationships, including assisting with onboarding, documentation, follow-up, and ongoing servicing needs.
• Provide high-quality administrative and coordination support to the Branch Relationship Manager, Treasury Management partners, and Lending team, ensuring all activities are handled with efficiency, accuracy, and attention to detail.
• Serve as a central point of coordination for customer requests and internal follow-up, ensuring a seamless and timely experience for both customers and business partners.
• Effectively manage a variety of customer needs and resolve complex service issues; take ownership of customer concerns and follow through to resolution.
• Recognize and mitigate potential fraud situations, educating and protecting customers and the bank.
• Support day-to-day branch operations, including daily reports, balancing, scheduling support, and other operational tasks as designated by manager.
• Build strong relationships with team members and business partners by fostering collaboration, communication, and teamwork; actively participate in and support branch meetings.

Additional Responsibilities:

• Attend seminars and meetings as appropriate
• Will be required to travel when needed to bank meetings or functions.

Supervisory Responsibilities:

• No supervisory responsibilities.

Knowledge, Skills, and Abilities:

• Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Economics and Accounting —Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Communication — Excellent interpersonal communication skills, both oral and written.
• Sales and Marketing—Knowledge of principles and methods for promoting, and selling products or services.
• Clerical —Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records and other office procedures and terminology.
• Bank Secrecy Act – In the performance of all the respective tasks and duties, employee will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security and bank policies and procedures.

Education and Experience:

• High school diploma or equivalent.
• A minimum of two years' experience in a financial institution or loan office setting.
• Nationwide Mortgage Licensing System and Registry Identifier (NMLS) will be required.

Physical/Work Conditions: In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodations for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk and hear frequently, lift up to 20 lbs. occasionally; may be required to work evenings and/or weekends, attend remote meetings and/or to travel.