Banking Relationship Specialist

Job Summary

The Banking Relationship Specialist is our first customer contact and one of the key people to set the tone of service and sales at the branch level. They will maintain a professional image and follow standard operational, services and sales processes, including using the sales road map to make appropriate needs analysis, provide recommendations and solutions for those needs, cross sell the appropriate bank products and services, and delivering a white glove customer experience that exceeds expectations. 

Essential Duties:

• Consult with clients and prospects about their financial goals and needs, and identify and promote F&M products and services to best meet those needs. 
• Actively cross-sell bank products by leveraging sales opportunities in assigned branch and by referring clients to other F&M departments for additional needs.
• Address and resolve customer concerns and questions both in person and via telephone pertaining to account activity and perform customer research.
• Review customers’ accounts and answer customers’ questions both in person and via telephone pertaining to account activity and perform customer research.
• Open new personal and business accounts and/or perform maintenance in compliance with established policies and procedures. 
• Explain bank procedures and requirements, prioritize work to maximize customer service, ability to deal with frequent interruptions and utilize strong problem solving skills. 
• Support new marketing campaigns and product launches. 
• Quote rates, terms and fees on bank products and services. 
• Collect and review all account documentation and assume responsibility for its proper completion. 
• Identify transactions with potential fraud or suspected Elder Abuse and notify Branch Management. Take personal responsibility for developing and maintaining knowledge required to fulfill job functions. 
• Perform outbound client contact to establish and build relationships.

Banking Relationship Specialist Levels & Classifications

The Banking Relationship Specialist position has multiple levels, and each level is defined in the Banking Relationship Specialist Classifications document.  The Banking Relationship Specialist Classifications document will include additional essential duties and required knowledge and skills for each level.  

Non-Essential Duties:

• File Maintenance

Required Knowledge:

• Regulation CC
• Regulation DD
• Regulation E (EFT) Overview
• Regulation BB (CRA) Overview
• Regulation B (ECOA) Overview 
• Regulation C (HMDA) Overview
• Regulation X (RESPA) Overview
• Regulation Z (Truth in Lending) Overview  
• Bank Secrecy Act
• FDIC Insurance 
• Privacy Laws
• Teller Operations and Procedure
• Complaint Documentation Policy

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements.  This position will elevate suspicious activity to supervisory staff and/or BSA department.  Completes compliance and other technical training workshops as assigned.

Basic Knowledge, Skills and Abilities:

• Clear understanding of the English Language (Spoken & Written) 
• Basic Mathematics Skills
• Customer Service Skills
• Business Development Skills 
• Basic Sales Skills
• Critical Thinking, Judgment & Problem Solving Skills
• Ability to actively listen & learn.
• Ability to use oral communication techniques to sell products or services
• Ability to respectfully communicate with Supervisors and Co-workers
• Ability to effectively deal with unpleasant, angry or discourteous people

Equipment Operated:

• Desk Top Computers 
• Currency Machines
• Scanners 
• Teller Cash Recyclers
• Standard Office Equipment (copiers, fax machines)

Physical Requirements & Work Environment:

• Requires repetitive movement.
• Requires sitting for prolong periods of time.
• Requires lifting up 25lb
• Requires using hands to handle, control or feel object
• Office setting w/controlled temperature

Education and Experience:<