Relationship Specialist Team Lead I

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GENERAL FUNCTION:

Responsible for the supervision of a Relationship Specialist team and for

the delivery of high quality service to internal and external clients. Responsible for aligning and optimizing resources, organizing and improving work processes to enhance client experience and contribute to revenue generation. Responsible for delivering best practice consultations, training and coaching to new and existing Relationship Specialist to ensure the achievement of defined Bancorp and departmental goals.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Banks risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Supervisory

• Plan, assign and monitor the workflow of assigned Relationship Specialist team, maximizing efficiency and effectiveness to ensure production standards and service level agreements are achieved.
• Ensure proper back up for phone/email coverage when Relationship Manager is unavailable.
• Provide oversight for quality reporting: preparation, generation and distribution of recurring reports (CRM reporting call reports, pipeline reports, new/closed opportunity, credit administration reports, etc.). Provides value added analysis to create knowledge from reporting.
• Implement new processes and procedures based on bank guidelines.
• Oversee CRM administrative support to ensure information is correct based on data quality metrics
• Provide oversight and assistance to RS/RMs in credit excellence activities including submitting financial statements, removing collateral exceptions, etc.
• Review and refine processes employed by the team, adopt best practices.
• Ensure that all processes employed by the team comply with required tax, risk, legal, regulatory, and compliance/audit procedures.
• Assist in resolving complex client-oriented issues. Identify problems that exist outside normal Bank policy and procedural guidelines and escalate to manager as necessary.
• Provide timely feedback to relationship team, LOB's and manager concerning status of implementations, product issues, new sales opportunities and competitive information.
• Review CEI results with manager identify and implement opportunities for improving customer experience.
• Participate and support project initiatives as identified by management.
• Ensure team members are properly trained to empower them to meet performance expectations. This includes initial, follow-up, and ongoing training and communication regarding best practices, service processes, procedures, policies and guidelines.
• Establish and maintain a regular meeting schedule to ensure the team is performing against defined goals and expectation.
• Provide input in the development of training materials for RSs and external clients.

Servicing:

• Ensure that time-sensitive transactions, problem resolutions and non-standard instructions are handled in a manner that complies with Bank and department policies and procedures and minimizes risk to both the Bank and the client.
• Identify and communicate trends to drive problem resolution (and eliminate recurrence) with varying levels of complexity.
• Ensure client satisfaction; route client service request through appropriate channel (call center support team) and drive timely resolution for client requests/issues.
• May participate in Client visits for product implementations, closings, problem resolutions and expedition of urgent requests. Perform proactive Client assessments as determined by manager and understand client relationship strategy.
• Assist with special projects (i.e.: employee engagement activities, internal training set-up, sales meetings, community involvement, etc.).
• Provide oversight and participate in daily currency transactions, XAA Reanalysis request, basic loan advances, paydowns, national/international wires (accuracy, validation and gain second approval) and simple loan inquiries.
• Ensure accuracy and timeliness of open & close various account types (i.e. DDA accounts).

SUPERVISORY RESPONSIBILITIES:

May be responsible for providing Relationship Specialists timely, candid, and constructive performance feedback; developing employees to their f