Regional Relationship Banker 1

Position Summary

The Regional Relationship Banker I position is responsible for managing the customer experience by identifying opportunities to improve their financial wellbeing. This will be accomplished by becoming a trusted advisor to existing and future customers by delivering best-in-class service and consultative sales conversations. Regional Relationship Banker I will participate in variety of activities, including but not limited to outbound business calling, self-sourcing referrals, customer account opening and account maintenance. Regional Relationship Banker roles will be assigned a primary work location and a coverage area.

The Regional Relationship Banker I position will utilize their centers of influence, lobby leadership (Financial Center), tele-consulting as well as participating regularly in Union Bank corporate citizenship activities. In this role you will work closely with other lines of business, including Marketing, Commercial, Mortgage and Treasury Management to uncover opportunities to expand referral generation and client relationships by partnering with their clients and prospects.  

Essential Functions

Customer Service & Transactions

• You will be expected to service customer needs (directly or indirectly) in a professional manner. 
• Promote good customer experiences by consistently providing best-in-class customer satisfaction.
• Have a developed rapport with the customer base and have knowledge of account ownership.
• Process a variety of transactions: including but not limited to account opening, maintenance, and sourcing of consumer loans.
• Perform a variety of customer service transactions such as account holds, stop payments, ACH forms, AFT forms, HSA, IRA, CD’s and others forms/documents as needed.
• Act with confidence by answering all customer questions and owning customer issues.
• Serve as a back-up the Treasury Management Officer for TM customer account opening and maintenance requests.

Operational Excellence

• Responsible for knowing and adhering to appropriate security and emergency procedures.
• Keep customer information in a secured area at all times.
• Maintain a position of trust and responsibility by keeping all business confidential.
• Maintain knowledge of the bank’s policies and procedures to mitigate fraudulent activity and unnecessary risk or exposure.
• Assist in the opening and closing of the branch as needed.
• Adhere to document retention and destruction in accordance with the bank’s policies and procedures.

Sales & Referrals 

• Responsible for expanding and deepening the Union Bank relationships of existing and prospective customers.
• Primarily focused on engaging in outside sales activities, including but not exclusive to financial literacy onsite presentations, business sales calls, networking and community events.
• Proactively reach out to existing clients to set appoints to conduct periodic financial reviews with the objective of identifying current and future financial needs. 
• Consistently meet or exceed sales referrals, as set by management. Proactively work to deepen both new and existing customer relationships through cross-sell opportunities.
• Engage in consultative discussions with customers through the new account opening process to understand their financial picture and recommend products and services that best align with meeting their needs.
• Actively involve yourself in branch huddles, sales meetings and staff meetings.
• Maintain a thorough understanding of all Retail products and services offered. 
• Initiate conversations to uncover customer needs and effectively refer customer to line of business partners (Mortgage, Commercial, TM, etc.) for the selling of banks products and services.
• Have a good understanding of the bank’s lending products owning sourced loans from application to closing.

Other Functions

• Other duties as assigned from time to time by the Chief Operations Officer, Director of Branch Banking or Retail Regional Manager
• Comfortable presenting to a large audience 
• Familiar with and abides by all bank regulations including but not limited to BSA and OFAC.
• Familiar with and abides by all bank regulations

Working Conditions of the Job

• Some evening and weekends will be required
• Day travel at times will be 50-75% of the time.
• Ability to travel to work at different locations with short notice or as scheduled.
• No particular hazards on the job.
• Ability to stand for long periods of time, stoop, bend, twist and lift up to 50 pounds occasionally.

Job Qualifications

• Good interpersonal skills including listening, verbal and written communication between co-workers and customers.
• Exemplary customer service skills.
• Ability to follow directions and be attentive to details and accuracy.
• Ability to retain confidential information.
• Exemplify professional appearance guidelines as stated within the company policies. 
• Professional phone etiquette required for both internal and external communication.
• This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). The NMLS web site (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.
• Proven outbound sales success 

Education & Work Experience

• High school diploma or equivalent.
• 5+ years customer service experience required.
• 3+ years banking strongly experience preferred.