Consumer Banking Relationship Manager

ACCOUNTABILITIES:

Customer Experience:

• Promotes a customer-centered culture and attitude among staff
• Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis

• Engages in conversations and demonstrates advanced consultative sales skills to understand customer needs and financial goals, offers solutions as appropriate or refers to other team members in accordance with Bank strategy
• Understands the Bank’s products and services and how they benefit customers, promoting as appropriate
• Embraces and utilizes the Bank’s sales and coaching process, completes action plans in an effort to meet goals

  Business Development:

• Responsible for achievement of branch production goals including deposits, various loan categories, business line referrals and other business development goals
• Leads proactive branch efforts through outside calling with customers, prospects and advocates in an effort to establish new banking relationships for consumers and Maine Street businesses in the branch geography
• Works closely with business line partners including Commercial Banking, Wealth Management, Treasury and Payment Services, Business Banking, Payroll and Merchant services to provide appropriate levels of expertise and support
• Assumes key role in building and fostering external bank advocacy network by becoming involved in various civic/charitable organizations, BSB sponsored events, boards, etc

  · Serves as a role model, coach and sales resource to all team members as well as line of business partners

  Sales and Servicing

• Serves as an external branch sales and service contact by opening larger and/or more complex consumer and Maine Street business deposit relationships
• Originates a significant volume of potentially complex consumer and Maine Street business loan requests in compliance with Bank policies and procedures
• Develops and actively pursues new lending and deposit sales growth opportunities
• Provides customers with information on products and services, rates, service charges and fees as well as other relevant information
• Maintains a high level of knowledge on all deposit products and services as well as all consumer and Maine Street business loan products
• Understands business partner relationships and refers to other team members in accordance with Bank strategy
• Demonstrates ability to handle routine and more complex service issues independently, refers customers to appropriate staff for advanced problem resolution
• Researches and resolves problems either through direct action or referral to and follow up with other Bank resources
• Answers written and telephone inquiries from customers concerning bank services

Credit Underwriting:

• Coordinates and oversees the loan preparation process, working with Loan Originations and Credit Departments to ensure timely approvals and declines.

• Obtains and analyzes all necessary financial and credit information
• Maintains ongoing client communication to inform customers of application decisions, negotiate rates and terms, ensures that funds are disbursed and loans are properly documented.

• Provides oversight of the loan documentation and delivery process including commitment letter preparation, negotiation, and acceptance; appraisal, environmental and legal documentation and review, and loan closing

Human Resources:

• Supports, mentors and coaches team members in their professional development
• Creates and fosters a cohesive team and promotes a positive work environment
• Develops a cooperative and collaborative working relationship with other departments and leaders in the company

  Compliance and Control:

• Understands, demonstrates competency and maintains knowledge of the Bank’s operational and risk management policies as well as the Bank’s security policies and procedures, ensuring that staff members are knowledgeable of such
• Assists in ensuring that the Bank is in compliance with local, state and federal regulations

  General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
• Conforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee Handbook
• May train or assist in training new employees
• Performs additional duties as requested
• Travel to other branches for coverage may be required

COMPETENCIES

• Leadership – motivates and encourages others; ability to attract, motivate and retain staff; delegates routine and important tasks and decisions, shares information, creates an inclusive environment, recognizes success
• Integrity/Ethics – deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad

• Vision/Values – supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others
• Adaptability/Flexibility – adapts to change, is open to new ideas, takes on new challenges

• Initiative – takes action, operates as a pro-active self starter, acts on opportunities to improve, self directed with ability to plan own activities to achieve sales goals
• Interpersonal Skills – has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication; ability to interact with all levels of staff and management

• Productivity – manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards

• Decision Making - sound judgment in decision making and problem solving; must be able to think through a problem, following proper steps in finding resolution

• Teamwork – team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities
• Sales Skills – applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, cross –selling skills, ability to identify and act on sales opportunities, works to develop sales skills; solid understanding of sales management

KNOWLEDGE/SKILLS/EXPERIENCE

• High school diploma or equivalent required; college, business, banking or professional training helpful
• Two years experience in sales, retail banking, lending, customer service and/or operations
• Demonstrated advanced lending proficiency
• Demonstrated personal computer literacy

PHYSICAL DEMANDS/CONDITIONS REQUIREMENTS

• General office environment
• May be required to move bags of coin short distances. Moderate lifting (up to 50 lbs.) required.
• Moderate reaching, walking, sitting and standing required

  EQUIPMENT USED

• General office equipment

  External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.