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The Relationship Banker is a branch based sales and service position whose primary goal is to help customers by discovering financial needs, helping with problem resolutions, and processing transactions when needed. The Relationship Banker will take a lead role in creating an outstanding customer experience by resolving customer service issues, opening new accounts, offering convenience services, and help the Sales Office meet sales and service objectives contributing to the bank’s Strategic Plan. The Relationship Banker will provide exceptional service in face-to-face interactions with customers. The Relationship Banker will assist customers by handling teller transactions accurately and efficiently during peak service times. The Relationship Banker will partner with the sales office team and specialists (such as Loan Officers, Business Bankers, etc.), to ensure the customer gets access to experts who can help them with specialized financial needs.

Essential Functions

This position requires flexible hours.

Relationship Development

• Identify and meet customer needs through sales and service
• Actively listens for opportunities to cross-sell additional products and services
• Demonstrates Raving Fans behaviors and use of the Winning Play while creating an exceptional customer experience to new and existing customers
• Achieves or exceeds Sales and Service goals
• Resolves customer complaints regarding sales and service

Branch Operations - Teller

• Maintain an adequate cash drawer at all times; this includes buying and selling currency to and from the vault, as necessary
• Conducts cash, deposit, loan, and withdrawal transactions accurately
• Balances cash drawer in accordance with Bank procedures and regulations
• Perform as a team member in allocating and coordinating the work flow
• Contribute to the fulfillment of the department and bank objectives and goals
• Processes night deposits
• Completes Teller Hours Worksheet accurately and in a timely manner
• Prepares compliance forms, such as, Monetary Instrument Log (MIL), Currency Transaction Report (CTR), etc. accurately and in a timely manner
• Operates bank equipment, such as, teller system, teller scanner, currency counter, cash advance machine, etc.
• Issues Official Checks and Money Orders
• Trains with Head Teller to perform Head Teller duties when needed
• Attends branch meetings
• Processes credit card cash advances
• Performs other duties as assigned

Branch Operations – Personal Banker

• Maintains accurate safe deposit box contracts and ensures accuracy of all records
• Submits Reg. E disputes to designated department
• Provides support for the EIM process and educates customers on Reg. E
• Sends foreign items for collection
• Submits online title applications
• Provides teller services and additional support for all branch staff
• Services Deposit Account
  • Accepts stop payments
  • Orders checks and deposit slips
  • Completes onboarding process, including, thank you notes and follow up phone calls within allotted time
  • Answers customer inquiries and resolves issues
  • Accepts and processes wire transfer requests
  • Resolves technical exceptions

Assisting Sales Officers

• Assists Sales Officers by accepting and processing loan applications; and, closing and booking loans
• Collaborates with Sales Officer to correct technical exceptions
• Partners with Sales Officers to achieve and exceed sales and service; and, deposit and loan growth attainments

Compliance

• Adhere to all regulatory requirements and bank policies and procedures
• Resolves any discrepancies involving Currency Transaction Reports (CTR), Monetary Instrument Log (MIL) in a timely manner
• Notifies Head Teller of any outage before close of day
• Adheres to the Cash Control Procedures
• Ensures teller area is secure and all security requirements are followed
• Completes required online training assignments in a timely manner

Working Conditions

• Generally good with little exposure to noise, extreme temperatures, dust, or other adverse factors.
• Considerable effort and eyestrain from continuously verifying accuracy of all work leaving the department.
• May be required to stand for long periods of time while providing teller service.

Minimum Level of Preparation and Training

• High School diploma or equivalent
• Two years previous experience with direct customer service interaction required
• Previous experience servicing new accounts preferred
• Teller experience preferred

Required Abilities, Knowledge, and Skills

• Ability to further develop consumer and commercial relationships and cross-sell additional products and services to match customer’s needs and wants
• Ability to develop knowledge of the bank’s products, services, and processes
• Ability to accomplish multiple objectives in a fast paced environment
• Ability to develop a thorough understanding of bank specific software and other basic office equipment
• Excellent communication, team-work, and customer service skills
• Strong organizational, time management, and presentation skills
• Working knowledge of Microsoft Office Applications, such as, Work, Excel, and Outlook

Employees are required to perform other duties as assigned by management that may not be listed. Management reserves the right to change this job description as needed