Consumer Banking Relationship Specialist (CBRS)

Job Purpose And Scope

Responsible for utilizing knowledge of banking products and services to build professional relationships with customers and engaging in meaningful conversations regarding their financial needs and goals. Promote a positive, helpful, and friendly team environment and provide exceptional customer service at all times.

Essential Job Functions

Cultivate professional relationships with customers, utilizing assessment tools and engaging customers in meaningful conversations to uncover needs, make appropriate recommendations, and submit referrals to banking center team members or line of business partners.

Utilize assessment tools to maintain detailed notes regarding customer conversations and interactions.

Open and service deposit accounts.

Facilitate and process account transactions accurately and efficiently to minimize errors and reduce fraud.

Actively participate in morning huddles, calling efforts, business development, and constructive coaching conversations with leadership.

Demonstrate empathy and proactively resolve client concerns in a timely, professional, and positive manner, escalating issues to next level of authority, as needed.

Collaborate effectively with line of business partners to foster teamwork, exceptional customer service, and continuous learning.

Actively promote teamwork, leading by example and taking initiative to assist others.

Provide backup and assistance to other retail banking roles and locations, as necessary.

Model and champion the Bank's standards for exceptional customer service.

Enthusiastically support the bank's values and mission.

Display a high degree of integrity, trustworthiness, and professionalism at all times.

Complete all essential training timely.

Display enthusiasm for continuous learning, accepting and applying constructive feedback from more experienced team members.

Maintain consistently good punctuality and attendance to work.

Adhere to all Bank policies, procedures, and guidelines.

Knowledge, Skills & Abilities

Knowledge of bank products and services (e.g., online banking, mobile banking applications, banking cards)

Knowledge of bank policies and procedures

Critical thinking and communication skills

Ability to provide excellent customer service and demonstrate a helpful, friendly, approachable, enthusiastic, and professional disposition

Ability to demonstrate confidence and act as a trusted advisor

Ability to communicate effectively both verbally and in writing

Ability to demonstrate team player approach, capable of thriving in a continually changing environment

Ability to demonstrate critical thinking skills and accurate and efficient productivity, including attention to detail

Ability to work without close supervision

Ability to maintain confidentiality

Ability to follow policy and procedure including safety and security procedures

Ability to travel to other work locations (e.g., training, staffing shortages), as needed

Skill in using computer and Microsoft Office applications necessary to perform essential job functions

Basic Qualifications

High school diploma or equivalent required; bachelor's degree preferred

1+ year experience interacting with people and displaying excellent service skills, demonstrated through work, military and / or education, required

Basic knowledge of personal finance and household budgeting required

Knowledge of, experience with, and ability to explain bank products, online banking, mobile banking applications, banking cards, etc. preferred

Experience in retail customer service and / or sales preferred

NMLS preferred (required for lending activities)

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation.