112 - Allegany County - Relationship Advisor II at First United Bank & Trust in Cumberland, Maryland

Job Description:

112 - Allegany County - Relationship Advisor II

 Job Title: Relationship Advisor II

Supervised by: Sr. Relationship Advisor or Retail Relationship Manager
 

Supervises: None
 
 
 Basic Qualifications

Education/Training:  A high school diploma or equivalent required, an Associate Degree in financial related discipline preferred; successful completion of First United Bank & Trust Training Program; obtain and maintain appropriate Bank Product Knowledge Certification; obtain and maintain active Nationwide Mortgage Licensing Registry (NMLS) and complete appropriate SAFE Act training.

Skill(s):  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; experience working in a team environment and developing relationships; exhibits problem solving skills; PC and Internet proficient; proficient eye-hand coordination; ability to operate various office machines; ability to lift approximately fifty (50) lbs. of coin; visual and auditory skills.

Experience:  A minimum of two (2) – three (3) years’ prior retail banking experience or related work in retail sales, customer service and /or cash handling experience, and one (1) year prior experience in retail banking products sales and referrals including consumer/small business loans and wealth management normally required. In addition to the preferred experience requirements, promotion from a Relationship Advisor I to a Relationship Advisor II is contingent upon the incumbent's ability to effectively demonstrate client advisor proficiency, the achievement of assigned sales goals, and successful completion of related training programs.

General Responsibilities

Relationship Advisor performs a broad range of activities with general complexities and scope; including serving as a client advisor by uncovering customer needs and offering customized solutions, open and maintain consumer and business accounts; and demonstrating account servicing technology, educating customers on added convenience in processing transactions enhancing the client experience. The Relationship Advisor welcomes and builds new and existing relationships by establishing rapport with the customer, utilizing the Client Discovery process to meet and support a variety of consumer and business relationships. Must demonstrate MYBANK core values and uncommon service standards; including: Modeling helpfulness, Yielding to the customer, Being passionate, Adapting solutions, Nurturing trust, Keeping it personal

Essential Duties

1. Client Advisor & Uncommon Customer Experience

a. Serves customers as an Advisor providing an uncommon customer experience by adhering to the banks service standards. Leverages the Client Discovery process as the means to meet or exceed individual sales goals. 

b. Advises customers with more complex financial needs, providing a deeper level of potential solutions; leveraging all products including consumer and small business loans as well as referrals to Wealth Management, Treasury Management and Residential Lending.

c. Responds promptly to general customer needs and requests for service, while asking open ended question to probe for additional needs.

d. Builds rapport by exhibiting good listening skills and demonstrating a genuine interest in helping the customer. Speaks clearly in positive and negative situations.

e. Confidently recognizes and recommends appropriate solutions designed to meet customer needs, in a pleasant and professional manner through a series of relevant questions.

f. Obtains customer commitment through a consultative approach; continues to build the relationship through on-going follow-up conversations.

g. Ability to balance business needs with customer requests while managing potential risk and profitability to the bank.

2. Teamwork

a. Actively participates in branch daily huddles and follows through on team commitments.

b. Participates in the team sales process; recognizes referral opportunities and initiates introductions to other lines of business to expand the customer’s relationship with other bankers.

c. Maintains strong customer relationships to expand cross sell opportunities and expanding customer relationships.

d. Contributes to a positive working environment by developing trusting and cooperative relationships with customers and work associates.

e. Applies constructive feedback to improve individual performance.

3. Operations

 

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. Balances coin machine, ATM and Teller Cash Recycler as required.

g. Follows all safety, security and compliance procedures.

h. Schedule and prioritize work activities, effectively handling frequent interruptions while following up on commitments in a timely manner.

i. Personalizes each customer interaction while accurately processing banking transactions.

j. Maintains up to date knowledge of all bank products, services, technology and regulations.

k. Able to effectively discuss process and open all types of consumer loan and deposit products.

l. Maintains an active NMLS registration status.

4. Follows a robust training curriculum and individual development plan to develop advisor skills, applies learned skills to maximize customer engagement and experience.

5. 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.

6. 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 workplace.

7. 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.

8. 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.

9. 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.

10. Performs other related duties as assigned.

Ancillary Duties

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.

Job Location
 

Various locations as assigned

Equipment/Machines

1. Telephone

2. Calculator

3. Copy/fax/scanning/printing machine

4. PC/Computer keyboard

5. Currency/Coin machines

6. Branch Capture equipment

7. Cash advance/Cash dispense/Cash recycler equipment

8. ATM machines

9. Sorter

10. Currency verifier

11. Combination lock

12. Check cutter

13. Office doors & security equipment