Financial Center Relationship Representative

BASIC FUNCTION
The Financial Center Relationship Representative is responsible for building long-term profitable customer relationships via acquisition of new customer market share, expansion & retention of existing customer wallet share and the delivery of a consistent extraordinary customer experience.

This individual will be responsible for managing and cultivating a book of business of existing customers with expectations of growing core deposits, loans and ancillary bank services. This individual will be responsible for executing a customer contact strategy that includes tele-consulting, email, mail or text to drive customers into the bank for relationship expansion. The individual will be responsible for consistently conducting needs-based assessments with every customer he or she interacts with via the customer profiling process to proactively identify opportunities to make the customer money, save the customer money and/or make the customer’s banking more convenient.
This individual will also assist in educating and developing the referral skills of the Financial Center Service Representatives in their branch.

This individual should require minimal supervision and provide flexibility of coverage for the branch by supplementing general platform sales, service and operational responsibilities as required.

MAJOR RESPONSIBILITIES

• Manage a book of business of existing customers to grow core deposits, loans and ancillary bank services profitably
• Develop and consistently execute a proactive customer contact strategy, which includes mailings, tele-consulting, emailing and texting, to ensure that he or she can anticipate and fulfill customer needs.
• Participate in local community and branch events that would add opportunities to acquire and/or expand customer market and/or wallet share
• Works collectively with the Financial Center Manager and/or Market Manager to develop and/or refer commercial client opportunities
• Exceed client expectations through active engagement, commitment and dedication to servicing and building customer relationships
• Advance the bank’s corporate sales program through the consultative profiling of clients to develop new relationships and build upon existing ones and is responsible for managing and growing a book-of-business.
• Responsible for executing Spencer Savings Banks’ customer service behaviors/standards with each client interaction
• Take personal ownership of any and all client service issues through resolution
• Direct clients and identify opportunities through lobby management. Assist clients with branch technology and provide referrals to other lines of business
• Helps maintain cost efficiency to achieve goals of the branch; assures quality of customer service and adherence to sales and brand standards
• Supplements general platform sales and service responsibilities as required
• Responsible for being fully proficient in branch operations and compliance
• Responsible for learning and being proficient on all bank systems & software relative to the job
• Assist Financial Center Manager and Assistant Financial Center Manager with branch operations as needed
• May perform other duties as assigned

Supervisory Responsibilities
None

SKILLS

• Excellent interpersonal skills, including listening, written and verbal communication
• Ability to work with a wide variety of personalities in a courteous and professional manner
• Solid math and analytical skills
• Ability to understand and follow safety and security practices
• Strong relationship building skills
• Proven ability to build relationships through consultative conversations and to identify customer needs and translate those needs to sales opportunities
• Strong customer service/advocacy skills
• Good organizational and time management skills
• Good PC skills; and the ability to quickly learn other computer programs, including Microsoft Office

JOB REQUIREMENTS
Education:
High school diploma or GED
Experience:

• 3 – 4 years in retail sales/service experience
• Bank platform sales experience preferred