Relationship Banker

POSITION SUMMARY

The Relationship Banker’s primary responsibility is to communicate with existing, new, and potential individual and business customers to provide quality customer service and to lead customers to the most appropriate product (s) for their needs, meeting established product and customer service goals. Also follows behavioral guidelines as established by the bank.

PRIMARY DUTIES AND RESPONSIBILITIES

Including, but not limited to, the following:

Operational Processes

• Using working, in-depth knowledge of F&M products, services, Xperience System and other on-line tools, open deposit accounts and other associated services and recognize and refer cross-selling opportunities. Provide financial guidance where appropriate.
• Respond to customer inquiries, resolve issues, and determine and document customer needs, concerns or complaints.
• Complete necessary follow-up actions, including 14-day new account follow up calls.
• Open accounts on the bank’s operating system(s), following appropriate policies and procedures.
• Understand how the bank operates and how Relationship Banker actions contribute to the profits and loss of the bank; balance needs of bank with the needs of the customer.
• Follow all security and audit procedures and comply with all regulations including, but not limited to, Anti-Money Laundering and Bank Secrecy Act, USA Patriot Act, Privacy Act, etc.
• Makes proactive calls to high potential prospects and customers and identifies opportunities for growth of customer relationships.

Customer Focus and Relationships

• Build customer loyalty, trust and rapport by demonstrating behavioral guidelines as established by the bank (i.e. Tater Principle, Sundown Rule). Integrate CNP and other processes in all customer interactions.
• Consistently seek opportunities to provide memorable service experiences for customers. Provides superior customer service, always being courteous, professional and timely.
• Take ownership and demonstrates a sense of urgency for solving customer issues.

Teamwork

• Willingly share the workload of others on the team, support team decisions and team members.
• Support branch goals and objectives and work with team members to accomplish them.
• Actively share knowledge regarding products, procedures and processes.
• Work with other teammates (i.e. FMIS, mortgage, business development, treasury services) to understand what they offer to the customer and the most effective way to generate referrals.
• Maintains continued growth in order to become more proficient in all aspects of the Relationship Banker role.

Other Responsibilities

• Demonstrate Success Profile behaviors.
• Depending on level of experience and expertise, may be asked to do one or several of the following:
• Perform Financial Representative functions (teller transactions) and backup vault as requested.
• Service ATM.
• Work and collect cash items for the branch.
• Assist in reviewing branch NSF list, notify clients and hold or return items according to bank policy.
• Manage the Safe Deposit function.
• Assist Financial Representatives in client-related problems.
• Promote F&M within the community market through involvement in various community and civic activities.
• Assist with opening/closing procedures.
• Complete other administrative tasks.
• Answer phones when others are unavailable to do so.

REQUIRED EXPERIENCE, SKILLS AND KNOWLEDGE

EDUCATION AND/OR EXPERIENCE

• A college degree in business, finance, or related field is preferred. An equivalent combination of education and experience may be considered.
• A minimum of 2-3 years in banking with proven effective customer service and sales skills.

SKILLS/SPECIALIZED KNOWLEDGE

• Demonstrated proficiency in job-related software and computer programs such as Word, Excel, and PowerPoint.
• A working knowledge of the Bank's systems to include Xperience, Teller, and/or Centrix is a plus.
• Excellent interpersonal, customer service, communication skills.
• Ability to successfully engage clients and possess conversational sales skills.
• Ability to understand and match Bank products and services to client needs.
• Ability to exhibit a drive for achieving branch goals and exceeding expectations with persistence.
• Detail oriented, strong organization skills, flexible, ability to take initiative.
• Professionalism and integrity
• Can be poised under pressure, follow direction, exercise patience and maintain a positive outlook.
• Ability to shift focus from one activity to another without impacting quality of work; can adapt to different client styles and needs

MISCELLANEOUS OTHER REQUIREMENTS

• Behavior: Promote and adhere to the Bank's mission, vision, and core values.
• Safety: Must not pose a direct threat or significant risk of substantial harm to the safety or health of self or others. Must be committed to a high standard of safety and be willing to comply with all safety laws and all of the Bank’s safety policies and rules.
• Attendance: Must maintain regular and acceptable attendance at such level as is determined in the employer’s sole discretion. Must be regularly available and willing to work at such hours per day or week as the employer determines are necessary or desirable to meet its business needs. Must be available and willing to work hours beyond regularly scheduled hours per day or week if it determined that such is necessary to meet business needs. Must be available and willing to work such weekends and holidays if the employer determines that it is necessary to do so in order to meet its business needs.
• Travel: Must be available and willing to travel to such locations and with such frequency as the employer determines is necessary or desirable to meet its business needs.
• Regulatory Compliance: Be knowledgeable and comply with all regulations, policies and procedures relating to the Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, Privacy Act and how to recognize and report suspicious activity. Failure to comply with all components of these Acts could result in personal, civil money penalties and/or criminal prosecution.