JOB SUMMARY: As a part of the customer-facing team, the Relationship Banker (RB) is the “face of FBT” for branch visitors and customers. The Relationship Banker position is an all-encompassing role which requires the associate to deliver high touch sales and service as well as process teller transactions for all customers. The RB is responsible for creating and maintaining a positive customer relationship by effectively communicating a clear understanding of the benefits and features of all FBT’s products and services. The RB will engage in consultative sales of all bank products and services as well as providing customer service activities. RBs contribute directly to the success of the branch by recognizing and uncovering opportunities to establish and deepen customer relationships. This may also include supervisory responsibilities. The time spent performing sales, service or supervisory tasks will be determined by branch size, staffing level and the needs of the branch which may vary by location, day, and customer demand.
ESSENTIAL FUNCTIONS (Applies to all RB levels):
Transaction Processing
- Participates in and completes assigned new employee and regularly scheduled training (compliance, security, transaction, sales, systems, etc.) and can demonstrate and apply knowledge upon completion.
- Accurately processes customer cash and payment transactions, balances drawer and or vault, and maintains safeguards against fraud or out of balance conditions.
- Demonstrates product knowledge of all deposit and lending products & services with a level of detailed proficiency for all depository products and a referral knowledge of products & services not typically offered directly by the RB.
- Is responsible for opening and providing maintenance for any type of depository account.
- Is capable of answering basic lending questions and processing or referring loan maintenance requests.
Compliance
- Maintains adherence to all operational, regulatory and security requirements; follows directives and procedures to achieve minimal losses.
- Adheres to regulatory and compliance criteria in regard to opening deposit accounts; adheres to operational and screening processes as well as procedures related to:
Sales
- Utilizes consultative sales skills including listening carefully to customer needs and probing for needed information with needs-based questioning. Is able to suggest products and services based upon information provided and is effective at closing the sale/cross-sale.
- Confidently drive sales and sales initiatives through product knowledge and high-touch customer service delivery allowing them to achieve individual and team goals.
- Introduces customers to and demonstrates knowledge of all digital products and channels and is capable assisting customers in enrollment, use, and best practice recommendations.
- Follows-through with the customer by phone, mail, and in-person visits to check transactions, build and deepen the customer relationship.
- Actively participates in onboarding of all new bank customers and completes all incidents and activities assigned through 360View.
General
- Maintains drawer limits and security
- Adheres to all bank and branch internal policies and procedures.
- Shows enthusiasm for learning, demonstrating initiative and teamwork.
- Places success of team and co-workers as a priority and works collaboratively and professionally to maintain a positive work environment.
- Demonstrates and models First Bank & Trust’s core values in support of the bank’s culture.
ADDITIONAL JOB FUNCTIONS BY RB LEVEL (Signing Authorities are general based upon RB level but more specifically granted based on individual performance and experience):
Relationship Banker III
• Authority to sign official items up to $250,000 or as approved by Senior Management.
• May have individual authority to decision overdrafts up to a specified amount.
• May balance and stock branch vault if assigned while maintaining effective controls. Places orders and processes shipments in a timely manner under dual control assuring cash drawers are within cash limits
• Accepts, processes, and closes consumer loan applications in adherence to policy/regulations or refers applicants to a Branch Manager or Relationship Manager.
• Performs wire transfers up to $250,000 or as approved by Senior Manager
• Depending upon the branch size volume, and staffing and in the absence of the Branch Manager, may have responsibility for daily operations of the branch to include; assuring policy, procedures, security measures, branch balancing, oversight of branch vault and teller drawers, assures that teller work and scanning is complete and accurate.
• In the absence of the Branch Manager, may be assigned review and acknowledgement approval/documenting of branch reports.
• Responsible for the recordkeeping as required under the Operations Procedures and may participate in audits performed as needed on a monthly and/or quarterly basis. Responsible for the oversight and collection of all account documentation (CIP, Signature Cards, Identification, etc.) for include deposit documents, NAICS codes, completion of CDD information in a timely manner and in accordance with retail standards. Clears exceptions promptly and accurately.
• Confers daily with Branch Manager or Branch Operations Officer on operational matters to include any backlog of outstanding new account documentation, bank losses, out of balance conditions, and any personnel or operational issues that need to be addressed.
• May be assigned supervisory responsibility as required.
Relationship Banker IV
• Signing and wire authority equal to or in excess of Relationship Banker III as approved by Senior Management.
• May have authority to decision overdrafts up to a specified amount.
• May balance and stock branch vault if assigned while maintaining effective controls. Places orders and processes shipments in a timely manner under dual control assuring cash drawers are within cash limits.
• Accepts, processes and closes consumer loan applications in adherence to policy/regulations or refers applicants to a Branch Manager or Relationship Manager.
• Performs wire transfers up to $250,000 or as approved by Senior Manager
• In the absence of the Branch Manager, responsible for daily operations of the branch to include; assuring policy, procedures, security measures, branch balancing, oversight of branch vault and teller drawers, assures that teller work and scanning is complete and accurate.
• Responsible for the recordkeeping as required under the Operations Procedures and may participate in audits performed as needed on a monthly and/or quarterly basis. Responsible for the oversight and collection of all account documentation (CIP, Signature Cards, Identification, etc.) for include deposit documents, NAICS codes, completion of CDD information in a timely manner and in accordance with retail standards. Clears exceptions promptly and accurately.
• Assigns work to and may review the job performance of branch personnel. In consultation with the Branch Manager and HR, may makes authoritative recommendations on the hiring, promotion, discipline or discharge of branch personnel.
• Assists in or conducts regular branch/team meetings to keep staff lines of communication open and to resolve problems.
• Maintains a high level of knowledge and procedural expertise in various deposit programs to assist other Bank staff with technical problems; makes recommendations to resolve problems.
• May act independently, within the limits of Bank policy and the guidelines set by the Branch Coordinator, in carrying out all assigned responsibilities and duties.
REQUIRED EDUCATION, EXPERIENCE AND SKILLS:
Relationship Banker III: Three to five years previous RB or equivalent experience. Must have worked in a financial institution for a minimum of three years.
Relationship Banker IV: Five or more years’ previous RB experience or equivalent experience.
Must have worked in a financial institution for a minimum of five years.
Demonstrates professional personal and interpersonal behavior; maintains a positive attitude; exercises sound judgment, maintains effective communications; shows initiative with customers and employees and ensures a high level of professionalism throughout the branch; promotes team spirit throughout the Bank.
Possesses good organizational and time-management skills and the ability to see a project through to completion with minimal supervision.
A thorough knowledge of customer service/teller operations to coordinate the daily functioning of the Branch.
AND
• High School education/equivalent or higher
• Excellent customer service skills; enjoys working with people
• Demonstrates high level of positive and articulate communications with all customers and co-workers; can be persuasive in both positive and negative situations.
• Ability to defuse difficult situations through careful listening, empathy and fact-based feedback.
• Demonstrates good written communications including accurate spelling, proper grammar and syntax.
• Has excellent verbal communications skills; is articulate and uses proper grammar and can explain concepts clearly and positively.
• Professional appearance and manner
• Cash handling, sales and customer service background
• Energy, Drive, Ambition and Initiative
• Learns from mistakes
• Puts people at ease
• RB III and IV- thorough knowledge of bank products and services
Physical Demands- While performing the duties of this job, the employee is regularly required to stand; walk; sit; use of hands and fingers to feel or handle equipment and files; reach with hands and arms and talk and hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch or crawl. The employee must regularly lift and/or move up to 5 pounds. The employee occasionally lifts and/or moves up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment- The work environment of Relationship Banker may be at desk or behind a Teller line in plain view for immediate customer service. The environment can get noisy during peak times. All areas are air conditioned and heated. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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