Business Banking Relationship Manager

Business Banking Relationship Manager

The Business Banking Relationship Manager (BBRM) builds and maintains successful member and customer relationships by delivering exceptional experiences to small business owners. This role focuses on understanding clients' financial needs and providing customized solutions through various channels, including in-person branches, digital banking, and telephone. The BBRM collaborates closely with the Retail Team and other internal stakeholders to ensure seamless experience for members and customers needing loans, deposits, and cash management solutions.

This position reports to the Senior Manager of Small Business Banking.

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures. In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members' needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members' best interests, forever seeking to empower their financial success.

Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Essential Functions:

Member Service and Business Development:

• Deliver outstanding experiences for business members and customers by understanding their unique needs.
• Identify and cultivate long-term, primary banking relationships with targeted businesses.
• Collaborate with credit and loan administration partners to identify and manage risk.
• Provide a high level of personalized sales and service support to Retail and strategic relationships, including external partners like Heartland, ADP, and SWBC.
• Build collaborative relationships with internal partners (e.g., Mortgage Lending, Consumer Lending) to connect members and customers with specialists who can meet their financial needs.
• Protect the organization by following sound risk management protocols and adhering to regulatory requirements.

Leadership and Team Collaboration:

• Recruit, coach, develop, and motivate Business Banking Champions to leverage UFCU's Retail channel for business member referrals.
• Establish goals and best practices for Business Banking Champions and branch retail teams.
• Recommend incentives and promotions to engage the Retail team.
• Provide guidance on Business Banking policies and procedures across UFCU.
• Serve as a subject matter expert and escalation point by demonstrating extensive knowledge of Business Banking solutions and members' needs.

Business Service and Training Strategy:

• Work with the Senior Business Banking Manager to develop effective strategies for business service support and training needs.
• Modify and enhance the Business Champions program to align with UFCU and Retail strategies, including frontline support, escalations, and remote services.
• Ensure frontline staff have the resources and training to meet business members' needs in branch and remote channels.
• Create, update, and enhance intranet resources and content.
• Identify issues and work with the Senior Manager to implement systemic solutions.
• Drive key initiatives and content creation for sales, training, and member engagement.
• Collaborate with Operations and L&D staff to manage internal training, selling, and servicing strategies.
• Facilitate and maintain training courses on business banking products, services, and knowledge.

Community Engagement and Outreach:

• Represent UFCU at local business networking events and community functions.
• Organize and lead training sessions for team members, business members, and community business owners, utilizing UFCU Business Education Resources in coordination with the Business Development Team.
• Build partnerships with local business associations and chambers of commerce.
• Coordinate and participate in financial education workshops for small business owners.

Compliance and Risk Management:

• Adhere to all company policies, procedures, and business ethics codes.
• Complete required regulatory training as assigned.

Knowledge/Skills/Abilities:

Knowledge:

• Thorough understanding of core business banking products and services.
• Advanced knowledge of opening business deposit accounts and understanding business entity documentation.
• General business experience and knowledge of credit and related business and finance solutions.
• Basic knowledge of business banking risk management practices and protocol.
• Proficient in MS Office tools including Outlook, Excel, Word, and PowerPoint.

Skills:

• Effective business profiling skills.
• Strong written, verbal, interpersonal, active listening, collaborative, and presentation skills.
• Ability to train team members on qualifying and referring business members for lending products.

Abilities:

• Strong ability to build relationships, establish rapport, and diplomatically communicate information to members and internal partners.
• Ability to inspire and influence those around you in an informal leadership capacity.
• Ability to balance the needs of members with associated risks and interests of the organization.
• Ability to effectively manage time and resources.
• Proven ability to provide a high level of member service.
• Ability to represent the organization professionally at community events and build external partnerships.

Competencies:

• Demonstrating Member Obsession
• Puts themselves in the Member's shoes
• Looks for friction points
• Makes it personalized and easy
• Demonstrating Performance Excellence
• Sets standards for elevating excellence
• Ensures elevated quality
• Takes responsibility
• Conducts continuous improvement
• Demonstrating Innovation
• Challenges current thinking
• Approaches change with a positive mindset

Experience:

Minimum Requirements:

• Bachelor's degree in business administration, Finance, or a related field, or 4-6 years of equivalent work experience in business banking, finance, or a related field.
• Three (3) years' financial services industry experience
• Two (2) years' retail experience
• Two (2) years' experience working with or supporting small businesses
• Experience opening business deposit accounts and understanding business entity documentation
• Experience and knowledge around business lending and cash management products

Preferred Requirements:

• Business credit training/business loan experience
• Previous experience utilizing a loan origination system
• Previous experience training and coaching retail staff on business account basics
• Bilingual proficiency in English and Spanish is a plus.

Physical Demands:

The physical demands described are representative of those that must be met by an employee, with or without accommodation, to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequent:

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
• Employee will make extensive use of the telephone and other virtual communication platforms requiring the ability to effectively and accurately explain complex information.

Work Environment:

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• This position is required to work at UFCU Branches in Austin, Texas.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• May occasionally move from one work location/branch to another.
• Public contact position, requiring appropriate professional appearance.