Posted in Management 30+ days ago.
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Location: Oakland, Maryland
Job Title: Retail Management Associate
Job Reporting Relationships
Supervised by: Market President and/or Community Relationship Manager
Education/Training: A B.S. or B.A. degree in a related field of study, required; and/or specialized marketing and sales education and training, required; obtain and maintain appropriate Bank Product Knowledge Certification.
Skill(s): Advanced critical thinking and problem-solving skills, learning proficiency and ability to transfer knowledge to application, above average communication (face to face, phone and written) and interpersonal relations skills; proficient analytical and mathematics skills; above average attention to detail; ability to multi task; PC and Internet proficient; ability to operate various office machines; ability to lift approximately fifty (50) lbs. of coin; visual and auditory skills.
Experience: Three (3) to five (5) years’ previous work experience in sales management and leadership, client relationship/advisory experience, customer service/client experience; required. One (1) to two (2) year’s prior experience as a Relationship Advisor II, or equivalent banking experience with a proven sales and referral record and sales management capabilities, preferred.
Relationship Management Associate performs a broad range of tasks with general complexities and scope to include retail transaction processing and account servicing responsibilities. This position welcomes and establishes relationships by getting to know the customer to provide an uncommon customer experience. Builds rapport with new and existing customers by utilizing the CARE Program process to meet and support individual, business and organizations goals and values. Assists the Senior Relationship Advisor in team leadership and development activities; and assist the Community Relationship Manager in achieving the sales performance expectations. Performs and assists the Senior Relationship Advisor with a broad range of tasks of moderate complexities and scope to support branch operations. Must display principles of core values including teamwork, accountability, passion for helping others, communication, service oriented and continuous improvement.
This job classification is assigned to employees participating in a formal development program, that has a fixed time-period to successfully complete. As a developmental position for future placement, Associates are responsible for learning and developing knowledge, skills and abilities of all retail banking policies and practices; including new business development, retail deposit and small business loan origination, client advisory services, in preparation for the role of Community Relationship Manager. Demonstration of client advisor proficiency and the achievement of assigned sales goals will be evaluated at the conclusion of the development program; and will be required for placement in available positions.
a. Processes checks, cash and the sale of negotiable instrument transactions adhering to the banks current policies and procedures.
b. Balances cash drawer as required and monitors own work for accuracy.
c. Resolves problems or discrepancies on customer accounts in a timely manner.
d. Includes appropriate people in decision-making process. Follows instructions and responds to management direction.
e. Performs daily branch activities such as safe deposit duties, opening and closing branch and vault, other duties as assigned.
f. Follows all safety, security and compliance procedures.
g. Schedule and prioritize work activities, effectively handling frequent interruptions while following up on commitments in a timely manner.
h. Follows a robust training curriculum and applies learned skills to maximize customer engagement and experience.
i. Adheres to First United Bank & Trust’s culture and brand.
j. Under the direction of the Senior Relationship Advisor, able to effectively discuss process and close all types of deposits and lending products
k. Assists the Community Relationship Manager and Senior Relationship Advisor in the development and administration of sales initiatives, providing sales leadership, meeting or exceeding team goals and branch operations. Develops plans and leads the effective adoption of the bank’s retail servicing technology.
2. Sales & Uncommon Customer Experience
a. Providing uncommon customer experience by adhering to the service standards in the attached document.
b. Responds promptly to general customer needs and requests for service.
c. Exhibits good listening skills and speaks clearly in positive and negative situations.
d. Maintains up to date knowledge of all products, services, technology and regulations.
e. Confidently recommends appropriate products and services designed to meet customer needs in a pleasant and professional manner, building rapport and demonstrating a genuine interest in helping the customer.
f. Recognize and recommend appropriate solutions through a series of relevant questioning utilizing our CARE Program tools to meet or exceed individual sales goals.
g. Provides support and assistance to the Community Relationship Manager to actively building market share, wallet share and developing opportunities utilizing social media (in coordination with the Marketing Department) and CARE Program tools and planned outbound business calling strategy.
h. Assists with the management of significant business owner relationships for retention, expansion and acquisition.
i. Ability to balance business needs with customer requests while managing potential risk and profitability to the bank.
j. Personalizes each customer interaction while accurately processing banking transactions.
k. Maintains strong customer relationships to expand cross sell opportunities and expanding customer relationships.
l. Able to effectively discuss process and open all types of deposit, small business loan products and refer wealth management products.
m. Proactively maintains a self-developed pipeline of customers and prospects for future opportunities with the objective of meeting or exceeding assigned goals.
n. Maintain an active role in the community and leverage these opportunities for business expansion.
a. Actively participates and provides leadership in branch daily huddles and follows through on team commitments.
b. Recognizes referral opportunities and initiates introductions to other lines of business (actively participates in Team Sales).
c. Contributes to a positive working environment by developing trusting and cooperative relationships with customers and work associates.
d. Applies constructive feedback to improve individual performance.
e. Proactively mentors other team associates and assist the Senior Relationship Advisor with coaching and development activities.
4. Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.
5. Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.
6. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
7. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel.
8. Responds to inquiries relating to his/her particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy.
9. Performs other related duties as assigned.
Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
Various locations as assigned
3. Copy/fax/scanning/printing machine
4. PC/Computer keyboard
5. TCR equipment
6. Currency/Coin machines
7. Branch Capture equipment
8. Cash advance/Cash dispense/Cash recycler equipment
9. ATM machines
10. Currency verifier
11. Combination lock
12. Check cutter
13. Office doors & security equipment