Relationship Banker III

Job Title: Relationship Banker lll

Location: New Fairfield, CT

Reports To: Branch Relationship Manager

Summary: The Relationship Banker III is the second in command to the Branch Relationship Manager or Community Development 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 relation 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 SBD 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

Compliance, Security & Branch Condition

• Follow all bank policies/procedures
• Maintain the condition of branch building and equipment, including cleanliness and maintenance
• Is aware of and complies with CRA guidelines and policies and the bank's non-discrimination policy and complies with banking regulations
• Perform and/or assist with all branch audits such as semiannual branch audit, safe deposit box audit, teller cashbox audits, marketing audits, etc.
• Comply with all daily, monthly and quarterly Security procedures
• Comply with BSA requirements relating to Suspicious Activity Reporting, Currency Transaction Reporting, OFAC and red flags
• Assist staff and customers with issues or areas of concern and record in the Complaint Tracker with follow-up information and resolution
• Support other branches or departments with staff as needed

HR Performance Expectations & Community Involvement

• Manage time and attendance by completing a daily time card, entering time off requests and approving time cards before weekly cut off
• Provide a minimum of one piece of valuable feedback periodically for a team member or an internal business partner
• Volunteer for or attend bank sponsored events within performance review period
• Provide backup to the Community Development Manager, Branch Relationship Manager, Relationship Banker I and II and Associate Banker as needed

Compliance Training & Continuing Education

• Complete all assigned compliance training on or before deadlines
• Attend in-person and external web-based compliance courses when offered
• Attend other training courses relevant to supervision, procedures, policy changes, sales, etc.
• Obtain and maintain NMLS registration.

Job Requirements:

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

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee:

• Is regularly required to operate a computer and other office equipment, such as, a copy machine, calculator, phone, and computer printer.
• Must be able to remain in a stationary position 60% of the time.
• Is required to have close visual acuity to perform an activity such as, viewing a computer terminal and determine the accuracy, neatness, and thoroughness of work assigned to self and staff.
• Is required to express or exchange ideas by means of the spoken word to convey detailed spoken instructions to other employees accurately.
• Must be able to receive detailed information through oral communication. The noise level in the work environment is usually low to moderate.
• Position is considered sedentary and may require employee to lift up to 10 pounds.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Day shift

Education:

• High school or equivalent (Preferred)

Experience:

• Retail Banking: 2 years (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: In person