Customer Relationship Officer

As a member of the Branch Management Team, you are responsible for presenting yourself as a banking professional, embodying the core values and culture of the Bank in all aspects of your role. You will represent the Bank with honesty, integrity, and professionalism, always demonstrating a genuine interest in identifying which products and services best serve each customer's needs. Your interactions with customers will reflect a deep commitment to their success, ensuring they recognize the value of the Bank’s offerings and the exceptional service they receive.

This position requires an expert level of knowledge of the Bank’s consumer and business deposit products, as well as a foundational understanding of our loan products. You will be expected to build relationships and develop your own “following” of loyal customers who trust your expertise and the integrity of the services you provide. You will be a leader within the branch, taking ownership of your responsibilities, and inspiring those around you through your actions.

As you oversee daily operations, you will demonstrate leadership by coaching other team members, including Customer Service Representatives (CRAs) and tellers, on customer service techniques and referral opportunities. You will also ensure that branch operations meet the Bank’s cultural and operational standards, maintaining a positive, inclusive, and customer-focused environment. You will serve as a liaison between customers and various Bank departments, making sure their needs are addressed promptly and with the utmost integrity.

When overseeing the branch, you will be responsible for upholding the Bank’s values and maintaining the operational and cultural expectations set by your Branch Operations Manager.

Essential Functions:

• Provide professional, courteous, and efficient service to all internal and external customers, reflecting the Bank’s commitment to high standards of integrity and service excellence.
• Make referrals that benefit customers by connecting them to appropriate Bank products or services and introducing them to business partners, always acting with the customer’s best interest in mind.
• Assist customers in a variety of ways, including opening accounts, explaining deposit products, updating customer information, and resolving problems, always ensuring that solutions are aligned with the Bank’s ethical standards.
• Provide accurate and transparent information regarding all consumer and business deposit products, including Individual Retirement Accounts (IRAs), Health Savings Accounts (HSAs), and Electronic Banking Services.
• Maintain a thorough knowledge of and comply with all quality control policies, procedures, and regulatory requirements, ensuring that the Bank’s operations remain efficient, secure, and ethically sound.
• Act as a liaison between customers and other bank departments, ensuring issues are resolved in a manner that reflects the Bank’s core values and commitment to customer satisfaction.
• Ensure adherence to federal and state banking regulations, as well as Bank and branch policies, while maintaining operational integrity and customer-focused service.
• As scheduled, be able to open, close, and oversee the Branch office when necessary, taking on leadership responsibilities and ensuring that the branch operates smoothly in the absence of other branch management.
• Demonstrate leadership by mentoring staff and contributing to a culture of teamwork, mutual respect, and ongoing development.
• Perform miscellaneous duties or special assignments as required, always aligning with the Bank’s values of integrity, service, and collaboration

Other Duties and Responsibilities:

• Fill in at other branch locations as scheduled, maintaining consistency in the Bank’s operations and culture across all locations.
• Perform teller and other miscellaneous duties as assigned, while ensuring that each task is completed with professionalism and attention to detail.
• Attend all required meetings and training, maintaining a commitment to personal and professional growth in alignment with the Bank’s values.
• Serve on various committees as assigned, actively contributing to the improvement of branch operations and customer satisfaction.

Position Qualifications and Education Requirements:

• High school graduate or equivalent required; college, business, or banking professional training preferred.
• Previous banking experience preferred, demonstrating expertise in customer service and operational responsibilities.
• Excellent customer service skills, with a focus on fostering long-term relationships built on trust and integrity.
• Strong written and verbal communication, interpersonal, time management, and organizational skills.
• Ability to work independently and as a team player, contributing to a supportive and collaborative work environment.
• Strong attention to detail, ensuring that all tasks are completed to the highest standards of accuracy and compliance.
• Proven ability to deliver quality work during times of increased volume, demonstrating resilience and a strong work ethic.
• Operational competency using Microsoft Office suite; proficient in Outlook, Word, Excel, and other Windows-based applications. Comfortable learning new software as required.
• A commitment to ongoing learning and professional development, with a focus on staying informed about industry trends and customer service techniques.
• Ability to interact harmoniously and effectively with others, fostering a culture of teamwork and inclusivity that drives the achievement of bank goals and objectives.
• Dependable and punctual, adhering to attendance standards and demonstrating accountability in all actions.
• Ability to travel to all Bank locations, ensuring a flexible and adaptable approach to meeting organizational needs.
• Ability to read/see documents and computer screens, to communicate in person and via the telephone and to operate a computer and other office equipment.

Working Conditions:

• Physical surroundings are generally pleasant and comfortable with protection from weather conditions, though temperature changes may occur.
• Ability to sit or stand with freedom of movement, regularly alternating between both positions.
• Ability to stand for extended periods of time when necessary, contributing to a dynamic and active work environment.
• Extensive operation of computers and office equipment requiring dexterity, coordination, and frequent use of hands.
• Ability to lift items weighing approximately thirty-five pounds, with frequent lifting of one to ten pounds and occasional lifting of up to fifty pounds.