SUMMARY:
In this customer-facing role, the Relationship Banker II will provide exceptional customer care to the Bank's customers assisting them with daily transactions, inquiries, problem resolution and banking transactions at a full-service Cape Cod 5 Retail Banking Center location.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:
- Develops rapport with customers, greeting customers by name, understand account ownership types and authority, being responsive and timely with correspondence and problem resolution, while displaying a caring attitude (GUEST philosophy).
- Provide excellent customer care to customers relative to daily transactions, addressing inquiries, and problem resolution, in accordance with Bank policies and procedures.
- Performs banking transactions including processing deposits and loan payments, verifying cash and endorsements, check cashing, money orders and treasurer's check issuance and savings bond redemption.
- Safeguards customer trust by upholding duty of customer confidentiality.
- Must comply with all required laws, regulations, policies, and procedures.
- Timely completion of all assigned learning activities.
- Actively participate in banking center meetings and one-on-one coaching sessions.
- Learns to fulfill all banking center opening and closing activities.
- Advises and opens deposit accounts and consumer loan products and services to appropriately meet customer needs in a proactive manner.
- Proficient in determining customers' existing and prospective financial needs and identifies referrals to other business lines, e.g., Investment Services, TAM, Commercial Lending, Treasury Management, etc.
- Works to develop and maintain a comprehensive knowledge of the Bank's products and services, including consumer, business, non-profit, retirement, digital banking, debit cards, etc.
- Assists customers in preparing loan applications for home equity products and other consumer loans.
- Participation/volunteerism in community groups and events.
- Additional duties as assigned.
EDUCATION, CERTIFICATIONS:
- Associate's degree preferred and willingness to pursue higher education. Bachelor's degree preferred.
- Eligible for Nationwide Mortgage Licensing System (NMLS) registration.
- Eligible for Notary Public commission.
KNOWLEDGE, SKILLS & ABILITIES:
- Minimum six months retail banking experience.
- Previous banking experience required, including processing customer transactions, deposit account openings, and platform services to serve a broad range of customer needs, e.g., check orders, debit card issuance, stop payments, debit card/ACH disputes, etc.
- Prior customer relationship building experience.
- Must have cyber security awareness to protect the digital environment, the Bank, and customers.
- Strong verbal and written communication skills.
- Critical thinking, decision making and problem-solving skills.
- Ability to demonstrate core competencies for Relationship Banker II level.
COMPETENCIES:
- Courage.
- Technology Savviness/Digital Enthusiast.
- Financial Comprehension.
- Adaptability and Flexibility.
- Sales Aptitude.
- Eager and Agile Learner.
WORKING RELATIONSHIPS/CONTACTS: Existing and potential retail and commercial customers; Banking Center Manager and staff; other Bank staff.
PHYSICAL DEMANDS: Frequent standing and moving throughout work location. Must also be able to lift coin (about 50 lbs.) and carry it between the vault and the teller line; crouch down to about 2 feet off the floor to reach safe deposit boxes; utilize Banking Center equipment such as ATM, check scanner, cash dispenser/recycler, coin counter, coin roller, adding machine, office equipment, and computer. There is a large amount of repetitive movement of fingers and hands in order to complete forms, type and use the computer terminals. Must be able to relay information to and from customers and other employees verbally and in writing. Ability to obtain information from computer monitor to process transactions. Must be at work, ready to work, within assigned time schedule.
WORKING CONDITIONS:
Internal -- Work is normally performed in a climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings. Position may require standing at a work station. Frequent interaction with Bank customers.
External -- Some travel to remote Bank locations will be required; this may include some overnight travel, not to exceed 5%. Environmental conditions are regular office and Banking Center locations.
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