Relationship Bankers serve a dual role for personal banking and teller responsibilities. This position sells products and services to existing customers and prospects. Relationship Bankers identify, expand upon and deepen customer relationships through reviewing and recommending appropriate products / services, and making referrals to other business lines. The position provides an exceptional customer experience through a genuine willingness to serve, an ability to articulate features and benefits of our products and services, efficiently and accurately processing of customer transactions, and always keeping our customers’ best interest in the forefront. Relationship Bankers adhere to compliance regulations and Bank policies and procedures.

Relationship Banker I:

• High school diploma or equivalent
• 1 year of sales experience with a strong emphasis in customer service and cross-selling
• Proactively engages customers to deepen relationships and enhance the customer experience
• Performs 50% teller duties and 50% deposits

Relationship Banker II:

• Meets qualifications for Relationship Banker I
• 2 years of experience in a sales and goals-based environment with a strong emphasis on customer service
• Demonstrates sales culture by referring consumer loans, credit cards, and referrals to other business lines
• Embraces behavior, customer and sales service standards
• Performs deposits and teller duties as needed

Relationship Banker III:

• Meets qualifications of Relationship Banker II
• Experience in consuming lending and deposits
• A.F.E. Act registry
• Proactively uncovers and enters consumer loans and credit cards to meet individual production expectations
• Demonstrates consistency with referral activity across business lines

Sr. Relationship Banker:

• Meets qualifications of Relationship Banker III
• 3 years of consuming lending experience and understanding of Fair Lending Act / WI Consumer Act
• Proactively, positively assists others by being a resource and role model
• Assists with providing a positive experience for new hires with training / orienting
• Provides explanations, shows commitment, and is a resource to rolling out new policies / practices / procedures
• Exceeds behavior, customer and sales service standards
• Exceeds expectations through consistent referral activity to other business lines
• Versed in business acquisitions, Bank at Work activities, and Cash Management
• Provides support to Sr. Branch Manager as needed

PRIMARY RESPONSIBILITIES

Performs banking services by:

• Opening / closing of deposit accounts for retail and business banking, such as checking, savings, money market, CD, IRA, safe deposits, etc.
• Servicing of existing deposit accounts, answer customer inquiries and resolving any account related issue
• Maintaining a thorough knowledge of products, features / benefits, account ownership types, forms, and policies / procedures
• Ensuring account opening / servicing are properly processed the first time
• Cross-selling opportunities are identified and acted upon such as credit cards, PRA, electronic banking solutions, consumer loans, mortgage loans, etc.
• Involving appropriate business lines or departments when required to ensure a positive customer experience and remain the point of contact for customer servicing needs
• Converting service opportunities into sales by proactively asking questions, identifying potential customer needs, presenting / matching solutions through products benefits, overcoming objections, completing the sale and nurturing relationships
• Asking questions to uncover customer financial needs
• Performing cross-selling activities such as outbound calls and other related activities
• Growing the number of products and services our customers utilize to increase customer satisfaction, grow sales, increase revenue, and add value for our stockholders
• Meeting expected growth and sales expectations
• Seeking ways to go above and beyond for customers and prospects
• Preparing all documents / paperwork and assisting customers with signing documents to complete transactions

Performs teller functions by:

• Maintaining proficiency and accuracy for teller related transactions
• Opening and / or closing of the retail bank
• Performing routine functions in preparation for the beginning or the end of the day
• Operating in full compliance of internal policies / procedures and any applicable laws and / or regulations
• Supporting the operational integrity of the branch
• Scanning daily transactions in an accurate and timely manner
• Completing administrative tasks correctly and on time

SECONDARY RESPONSIBILITIES

• Answering telephones, questions and directing callers to appropriate branch personnel
• Assisting other branch locations when needed
• Assisting other areas of the Bank such as documenting procedures, ordering supplies, documents / disclosures, working with outside vendors, etc
• Other duties as assigned

SKILLS

• Ability to use computer software and embrace technology
• Aptitude for math and analytics
• Ability to work in a fast-paced environment with deadlines and priorities changing daily
• Excellent organizational and time management abilities
• Good problem solving, resourcefulness and attention to details
• Positive, professional interpersonal and communication skills
• Ability to build relationships and cross-sell products / services
• Resourceful, proactive and problem solver

ADA

The incumbent must be able to accommodate detailed work, problem solving, customer contact, math, language, verbal and written communications, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary responsibilities.