Consumer Relationship Banker I

Job Description

Job Description

Focus on sales development and developing new relationships and expanding existing customer relationships by delivering a high level of customer service and recognizing the financial needs of the customer. Building relationships through the promotion of deposits, retail loans, fee-based services and the retention of customers while managing customer portfolio growth. Responsible for selling full range of retail deposit/loan services to existing and prospective customers through inside sales efforts. Provides exceptional in-office customer service through efficient and accurate processing of customer transactions and providing superior customer service.

DUTIES AND RESPONSIBILITIES:

• Responsible for customer retention and portfolio growth. Prospects new relationships through proactive inside sales calling efforts with a strong understanding and execution of the Bank’s sales objectives, processes, tools, and campaigns. Assists in execution of branch events; invites customers and prospects to events and actively engages with attendees and follows up to develop a network to grow branch business. Participates in joint calls to further develop relationships. Opens all deposit accounts including IRA” s and HSA’s.
• Meets the lending needs of our customers with auto loans, home equity loans and credit card services following approved guidelines. Analyzes financial information and evaluates which loan products meet the borrowers’ unique needs and financial situation.
• Develops and maintains a good working relationship with underwriting to obtain loan approval and closing.
• Reviews developing laws and regulations as they apply to installment loan security agreements.
• Prepare and compile new customer documentation to ensure accuracy and adherence to policy and procedures.
• Promote and cross-sell bank products and services that fit the customers’ needs with a solution-based approach.

KNOWLEDGE, SKILLS AND ABILITIES:

• Proficient in working with customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality customer care.
• Effective verbal, written and interpersonal skills, with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, and speak clearly to customers and employees.
• Advanced computer skills and strong math that will allow for analysis of credit and financial information.
• Requires being exact or highly accurate while meeting deadlines.
• Deals calmly and professionally with high stress situations (for example, tight deadlines, hostile individuals, and emergency situations).
• Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
• Consistently contributes and understands the impact of violating these standards on the organization, self and others; is trustworthy.
• Maintains a well-developed working knowledge of complete line of retail.
• Understands the confidential nature of the banking industry and adheres to company policies and procedures for protecting customers’ private information.

QUALIFICATIONS:

• Demonstrated customer service skills within a sales culture.
• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Strong telephone etiquette and interpersonal skills.
• Bilingual

COMPETENCIES:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.