Senior Relationship Banker

POSITION SUMMARY

The Senior Relationship Banker is a sales-solution, service, and transaction provider for all consumer and business customers.  Senior Relationship Bankers are responsible for identifying customer needs and opportunities while deepening relationships by recommending appropriate sales and service solutions.  The Senior Relationship Banker ensures an excellent customer experience by creating positive customer relationships while effectively communicating a clear understanding of BankNewport’s products and services.  Senior Relationship Bankers should have the ability to identify opportunities for solution referrals to other partners/departments.  Senior Relationship Bankers will engage in sales and solution activities which supports Bank strategy. The Senior Relationship Banker will exhibit leadership behaviors including but not limited to coaching Associate and Relationship Bankers and provide support to the Branch Sales Manager and Branch Operations Manager as needed.

PRIMARY RESPONSIBILITIES

• Demonstrates superior sales skills by identifying customer needs through discovery to provide solutions to meet customer needs and/or refer customers to business partners. Cross-sell bank products to new and existing customers, using the established sales standards and routines. Transitions customer service transactions to relationship building results through discovery process to meet established sales goals.
• Maintain full proficiency in cash handling transactions by performing transactions accurately and in a timely manner. Accurately process transactions within balancing guidelines.
• Markets a full range of consumer and small business banking services to existing customers and prospects.
• Meet or exceeds individual and branch sales goals by maximizing each customer interaction through proactive prospecting activities such as lobby leadership, outbound calling, branch marketing events and community activities. Fully understands and participates in PEAK Incentive Plan.
• Subject matter expert for consumer & small business accounts. Originates loan applications, processes and closes loans. Performs maintenance changes to existing accounts, answers customer questions and resolves account related problems.
• Provides exceptional internal & external customer service.
• Demonstrates ownership of any customer problem or request, following up to ensure effective resolution and customer satisfaction, including escalated and complex customer problems.
• Maintains proficiency and knowledge of various bank channels and services such as ATM functionality, e-Banking products/services including mobile banking, bill pay and other services. Ensures customers are aware of and know how to use the various channels.
• Adhere to all bank policies and procedures, audit, regulatory and security guidelines.
• Processes and settles ATM work or Vault cash as needed.
• Assists the Branch Operations Manager as needed and acts as a mentor and trainer for other Relationship Bankers within the office.
• Open and close retail branch by performing routine functions in preparation for the start or end of the day’s activities including ATM balancing and servicing the night depository.
• Supervise, coach and guide Relationship Bankers to provide excellent customer service and identify sales opportunities. Provides supervisory overrides to branch bankers.
• Perform quarterly audits.
• Must attend and successfully complete trainings related to position.
• If selected, candidates must meet and follow all requirements set forth in the SAFE Act, including, but not limited to successful completion of the required background checks and aquiring a Unique Identifier from the Nationwide Mortgage Licensing System (NMLS).
• Actively participates in outbound call efforts, including calling nights.
• Senior Relationship Banker will be responsible for fulfilling the Lobby Leader role. The objective of this role is to create an extraordinary experience for customers each time they enter the branch. Activities include:
  • Creating a warm experience for customers by welcoming them BankNewport.
  • Introducing self, ask for customer’s name.
  • Obtaining reason for the visit.
  • Ask additionally questions to make appropriate recommendation.
  • Determining how to direct/service customers.
  • Actively Listening to assess needs and acknowledge what you heard
  • Transitioning to deeper conversations or demonstrating eBanking services using IPad,
  • Assisting customers in downloading mobile application.
  • Transitioning to a relationship review or referring customers to a banker.
  • Escorting customers to the door, open the door for customer
  • Thanking customers for choosing BankNewport or for visiting BankNewport
• Provides flexibility of coverage during branch hours of operation and at other branches with the area as needed.

REQUIRED QUALIFICATIONS

• BA/BS degree is preferred or equivalent experience in retail sales.
• Must have at least 6 months cash handling experience.
• Must have at least 2 years of successful sales experience in a goal or incentive-based environment and at least 2 years of customer service experience.
• Minimum 1 year supervisory/coaching experience required.
• Basic knowledge of mortgages and lending services required.
• Must have excellent customer service, communications, problem solving and organizational skills.
• Must be able to handle multiple tasks simultaneously.
• Individual must be proficient with technology; Microsoft Office, specifically word and excel and possess familiarity with technical devices including tablets and smartphones.

PHYSICAL REQUIREMENTS

Any physical demands or work conditions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable Accommodation may be made to enable individuals with disabilities to perform the essential functions.  Employees need to have the ability to:

• Travel independently to the position’s primary work location, other bank properties and work-related activities or events at locations outside the Bank.
• Effectively communicate and exchange accurate information and ideas so others will understand.
• Independently 0perate a computer and other office machinery, such as a calculator, copy machine, printer and software programs related to the position needed to complete the primary functions.
• Sit or stand at a workspace and use a computer or other equipment for prolonged periods of time.
• Meet the work schedule requirements for physically working in the branch during normal business hours to effectively meet business needs.
• Move office items weighing up to 35 pounds.

SUPERVISORY SCOPE

• None

BANKNEWPORT CORE VALUES

• We celebrate individuality
• We empower employees to be creative problem solvers
• We invest and take the time to really get to know our customers
• We commit to serving the financial needs of Rhode Islander’s

BankNewport is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, military service, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.