Relationship Banker III

The Relationship Banker III is the second in command to the Branch Relationship Manager with successfully leading their branch including its daily operations, service quality, sales and financial performance. Takes the initiative to perform all branch service, sales and operational functions as needed. Works cohesively in a team environment to achieve personal and branch goals. Able to assist with complex customer situations with minimal management supervision. Fulfill more complex customer account opening needs. Build and manage employee development plans with goals and milestones for Associate Banker, Relationship Banker I and II. Displays and encourages motivation and enthusiasm within the team.

Key responsibilities include, team leadership, meeting branch performance goals, managing all aspects of branch operations, coaching associate and relationship bankers, maintaining a high level of service quality, producing accurate branch reporting, branch compliance, branch security, assisting with sales/marketing activities and maintaining branch condition.

Key Responsibilities:

Branch Operations

• Assist with delegating responsibilities and performing scheduling to efficiently service customer requests and manage periods of heavy traffic at the branch
• Perform daily operational functions, such as, opening accounts and services, completing account maintenance, balancing a cashbox and vault as needed, conduct surprise spot check audits, etc.
• Able to open more complex accounts; IOLTA and IOREBTA Checking, IRA's, HSA's, and court restricted accounts, such as conservator and guardianships
• Process all necessary steps and documentation needed for account services, E-banking, mobile banking, debit card issuance, wire and ACH services
• Able to open and close branch and act as third level management as needed
• Take ownership & handle customer escalations as needed
• Proactively keep Community Development Manager informed of situations regarding personnel, customers, competition and market trends that have the potential to affect future branch performance
• Act as second in command in the absence of Manager
• Provide overrides, sign Bank Checks and other approved transactions within assigned authority limits

Branch & Personal Sales Performance Goals

• Achieve personal & branch goals for customer satisfaction, account openings, deposit growth, loan origination, and referrals
• Provide sales support to team utilizing sales coaching techniques to ensure established branch goals are attained
• Open, cross sell, maintain existing accounts and products to new and existing customers
• Provide quality customer service with every customer interaction; exceed service expectations. Greet every customer with a smile, use eye contact, and pleasant greeting
• Partner with branch management to prepare weekly and monthly branch meetings
• Works with management team to exceed branch goals
• Identifies referral opportunities to business partners
• Review and monitor referrals and complaints in Core CRM

Product Knowledge & Recommendations

• Conduct in-branch training with staff on products and services offered at the bank Review current accounts and services to assist customers choose best fit for? them
• Use needs-based selling by asking open ended questions, listening to the customer, and offering products and services to fit their needs
• Assist with supervising the day-to-day operations of the branch and ensures all team members have adequate skills and product knowledge
• Have a high level of understanding of business and lending products and services in addition to core
• Shows knowledge of online and mobile banking to assist customers with registration, login, bill pay, e-statements, mobile deposits, wires, ACH transactions, and advanced settings

Customer Relationships

• Provides outstanding service that achieves high customer satisfaction and builds strong, long-term customer relationships
• Promptly addresses and resolves customer concerns and inquiries in a positive, confident manner
• Consistently makes time to be friendly, get to know our customers and make every customer feel important

Educational and experience requirements include:

• High school diploma required or GED
• 2+ years relevant experience in a supervisory role
• Advanced knowledge of banking customer service principles and processes
• Strong team leadership skills
• Strong interpersonal skills including verbal/written communication and listening skills
• Relevant experience developing and achieving team goals
• Strong computer and banking software experience
• Proven ability to stay current with and comply with industry regulations

Physical Demands and Work Environment

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed above are representative of the knowledge, skill, and/or ability required.  Any physical demands or work conditions described are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.