SUMMARY:
Promotes a positive work environment that inspires, motivates, challenges, supports and provides ongoing recognition for exceptional performance. Provides leadership to the banking center for daily sales, service and operations. Retail Banking Officers are charged with ensuring the proper training and development of the staff, providing excellent customer service while identifying sales opportunities and performing account transactions. The Retail Banking Officer leads the consistent delivery of excellent customer service to all banking center customers, including the relationship building efforts for existing and prospective consumer and business customers. The Retail Banking Officer focuses primarily on the daily sales initiatives and assumes a proactive role in customer interaction and service to include meeting with customers to discuss their specific banking needs in person and via phone. The Retail Banking Officer is also expected to actively initiate outbound telephone calls focused on proper customer onboarding efforts, prospecting of new Retail customers and consistent promoting of new and existing Retail banking relationships. The Retail Banking Officer will assist the Banking Center Manager in targeted outside sales activities and participate in community service opportunities in the specific community or market.
From an operational standpoint, the Retail Banking Officer is responsible to comply with all established Bank policies, procedures, and security measures. Responsibilities may include assisting in supervising, operating as a teller, and/or providing necessary additional support of the banking center's sales and operational objectives as assigned.
ESSENTIAL FUNCTIONS:
Excellent Customer Service
Provides leadership to the banking center for daily sales, service and operations
Assists with coaching, training and developing the staff
Relationship building
Successfully promotes Bank's products and services
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Practices the standards of the Better Banking Pledge and Service & Support Pledge.
Required to effectively assess the financial needs of Banking Center clients and make an appropriate recommendation to fulfill the needs of the client.
Consistently meets and exceeds defined sales goals for loans, deposits, partner referrals and profitability.
Promotes the sales culture within the banking center through their sales-related activities demonstrating their ability to promote the Bank's products and services in order to reach individual and team sales goals.
Promotes the sales culture within the banking center by demonstrating strong ability to sell and successfully promotes the Bank's products and services in order to reach individual and team sales goals.
Communicates and partners effectively with branch staff and peers to promote team environment to ensure goals are met and informally coaches others for positive results.
Educates bank team on uncovering opportunities to help advance financial wellness of customers.
Sets priorities and follows through on the implementation of the defined sales and service activities.
Encouraged to actively participate in various community activities (Boards, Executive Committees, Advisory roles, etc).
Responsible for providing input into evaluating performance, coaching and training employees. May assist with interviewing.
Supports proper functioning of all day-to-day operations including, but not limited to: customer service, open and close procedures, support of daily vault duties, comply with the control of cash levels, and adhere to the adequate supply of inventory, audit and compliance requirements.
Actively participates in regular sales and staff meetings. Leads meetings as assigned.
Provides service to customers and prospective customers on various banking matters including the explanation of products being offered and professional resolution of problems/issues.
Builds successful working relationships with internal business partners seeking constructive peer feedback when appropriate.
Demonstrates sound judgment and decision making and by following established guidelines and procedures while utilizing appropriate resources for assistance when needed.
Maintains prescribed security controls to protect self and the banking center against criminal and fraudulent operations and unnecessary risks or exposures.
Maintains a position of trust and responsibility by keeping all sensitive information and customer business confidential and in a secured location.
Must have the working knowledge of all roles within a retail Banking Center.
Contribute in a team environment to service customer needs by answering incoming telephone calls and any additional duties assigned to support the success of the Banking Center.
Other duties as assigned.
OTHER SKILLS AND REQUIREMENTS:
Must be able to foster the partnerships that includes the banking center staff as well as employees from other lines of business.
Responsible for assisting with evaluating performance, rewarding and disciplining employees, addressing complaints and resolving problems.
Responsibilities include assisting with pro-active recruiting, interviewing, and assisting with hiring, coaching and training employees.
Other responsibilities may involve planning, assigning and directing work.
Ability to successfully promote, generate and deepen all financial relationships through outbound calling, internal business development and building a loyal customer base.
Strong consumer lending skills are preferred with a solid understanding of consumer lending products.
Must possess the ability to effectively interact and build positive customer relationships and be able to clearly express concepts, ideas, and product information verbally and in writing.
Must have strong product knowledge for the level of selling and cross selling performance expected with position. Must have excellent organizational skills and the ability to multi-task and to be flexible.
Proficient in Microsoft Outlook 365. Proficient computer skills are required and the ability to learn various Banking Software programs.
Sound mathematical and analytical skills preferred.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The Retail Banking Officer is required to have a Nationwide Mortgage Licensing System (NMLS) registration within thirty days of hire.
Must be available to work all hours of operations.
