AVP, Client Relationship Manager

Overview

The Client Relationship Manager (“CRM”) will provide day-to-day leadership for an assigned branch and team, while ensuring operational excellence, exceptional client experience, and the expansion and retention of client relationships.

 The CRM will be responsible for all aspects of branch management including, but not limited to, operations, security, safety, and overall soundness of the branch.

 The CRM will lead, coach, inspire and develop the branch team to deliver exceptional client experiences, retain and expand client relationships, and meet individual branch, and organizational goals.

Responsibilities

• Provide day-to-day leadership to ensure branch operational excellence, including establishing clear expectations, and ensuring timely, accurate, and effective execution of workflows.
• Lead branch growth and retention strategies for the existing client base while maintaining cash controls, adherence to policies and procedures, branch readiness, effective escalation management, and timely completion of required reports and activities.
• Serve as the operational and service leader within the branch, coaching, developing, and supporting team members in the resolution of operational and client service issues, leading escalation management, maintaining strong controls and delivering and reinforcing a consistent, high-quality client experience.
• Demonstrate, coach and develop team members to conduct effective, proactive, needs-based relationship conversations that deepen and expand client engagement and portfolios.
• Drive growth by strengthening existing client relationships through consultative discussions, effective referral practices, and consistent, timely follow up.
• Recommend integrated product and service solutions that increase share of wallet, enhance client loyalty and generate sustainable growth across all business lines.
• Maintain a strong working knowledge of the Bank’s products and services to effectively identify and respond to client needs, support meaningful client conversations and guiding team members in delivering appropriate financial services solutions.
• Lead branch compliance, safety and security efforts by overseeing adherence to all Bank policies and procedures, regulatory requirements and internal control standards. Promote a culture of risk awareness, mitigation and audit readiness. Ensure the timely identification, escalation and remediation of control exceptions to support the overall safety and soundness of branch operations.
• Maintain strong professional working relationships with all team members, colleagues, partners and management, as well as external partners and vendors. to ensure exceptional client experience, business continuity, and growth and profitability.
• Actively reinforce and ensure a culture of professionalism, accountability, teamwork, and continuous improvement by setting expectations, modeling desired behaviors, and supporting the development and engagement of branch staff.
• Manage the full employee life cycle including interviewing, onboarding, overseeing work assignments, performance management, career development, and administration of appropriate disciplinary action, when necessary.
• Play a key role in recommending employee promotions, training, development, transfers, and demotions to support effective staffing and operational success.
• Perform Personal Banker duties when business or client needs dictate including but not limited to, maintaining a cash box, processing client transactions, opening and maintaining accounts, balancing the cash vault, ATM, TCR, and coin machines, and completing opening and end-of-day procedures, accurately and efficiently.
• Serve as the point of contact and partner between the assigned branch and various departments and lines of business to ensure proper communication, identify opportunities within existing and prospective client portfolios, ensure warm transition and referrals, ensure understanding of all company policies and procedures.

The above reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• Minimum of 3 years of banking or financial services experience required.
• Prior supervisory or team leadership experience strongly preferred.
• Knowledge of the Bank’s products and services preferred.
• Ability to identify client needs, recommend appropriate banking products and services, and deliver solutions that meet or exceed client expectations.
• Proficiency in Microsoft Office required. Proficiency in core