RELATIONSHIP BANKER

Job Description

Job Description

Danville, Lancaster, and Harrodsburg markets

WHITAKER BANK

RELATIONSHIP BANKER POSITION DESCRIPTION

SUMMARY

The Relationship Banker will deliver exceptional customer experience while proactively providing solutions, building relationships, and helping consumers and small business customers achieve their financial goals. The Relationship Banker also provides customer sales and service support to branch colleagues and partners.

ESSENTIAL DUTIES

1. Acquire and deepen the branch customer base through a variety of proactive sales and service activities.

2. Drive proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement.

3. Manage the customer experience by identifying opportunities to improve the customer’s financial wellbeing.

4. Consistently execute activities and behaviors to meet established branch expectations.

5. Responsible for referrals to branch, loan officer, KTC, WIG and other business partners when appropriate to manage customer’s needs.

6. Establish close working relationships with business partners (branch, KTC, WIG, etc.), referring customers when appropriate to provide financial solutions.

7. Help to resolve customer concerns and escalating issues as needed.

8. Educate customers on options for managing financial transactions by leveraging Whitaker Bank technology, tools and resources.

9. Consistently meet / exceed customer experience and individual / team production goals.

10. Participates in the day to day operations for the department as directed and reviews and acts on daily reports.

11. Responds to inquiries or refers inquiries to the appropriate department or person and exhibits the necessary follow through with customers and / or staff involved.

12. Assumes responsibility for special projects, gathers data and prepares reports for Relationship Banker Team Leader, audit and other personnel.

13. Plays a positive role in the development and growth of department through excellent communication skills, both verbal and written.

14. Answers telephones, answers questions and directs callers to proper bank personnel.

15. Assures compliance with all bank policies, procedures and processes, and all applicable state and federal banking laws, rules and regulations, and adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.

16. Completes administrative tasks correctly and on time; supports the Bank’s goals and values and benefits the Bank through outside activities.

17. You are to conduct yourself professionally and as a bank representative while at work and in public.

18. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

SECONDARY DUTIES

The position of Relationship Banker performs duties specific to the position and other functions as assigned.

ENVIRONMENT AND PHYSICAL ACTIVITY

The incumbent is in a non-confined office type setting in which he or she is free to move about at will. The position includes driving a Bank or personal owned vehicle approximately 30 percent of the time which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 25pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following : telephone, smart phone, copy and fax machines, adding machine (calculator), check protector, scanner and image systems, scanning equipment, credit card terminal, typewriter, computer terminal, laptop computer, personal computer, tablet, printers, or other equipment as directed.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and / or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Bachelor’s degree from a four year college or university; or two years of related experience and / or training; or the equivalent combination of education and experience. Work related experience must consist of interacting with people demonstrated through work, military or educational experience, business development or sales experience in the financial services industry with a supervisory background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, is required to be applicable to the financial industry.
• Excellent interpersonal, communication and organizational skills
• Ability to meet or exceed performance objectives
• Proven skills to develop marketing and business development skills with customers.
• Demonstrated ability to cross-sell and explain all Bank products and services with confidence and authority.
• Ability to foster and develop strong relationships
• Ability to interact with integrity and professionalism with customers and team members
• Knowledge of CSR policies and procedures including various federal regulations including compliance with Bank Secrecy Act, OFAC and USA PATRIOT Act including accurate completion of CTR, Monetary Instrument log and reporting of suspicious activities to supervisor
• Responsible for knowing and ensuring compliance with applicable laws, regulations and guidelines, as detailed in policies that include but are not limited to Bank Secrecy Act and other applicable anti-money laundering rules, Right to Financial Privacy, Fair Lending, Community Reinvestment Act, Gramm-Leach-Bliley Act and other laws and regulations as they pertain to the position
• Basic skills in computer terminal and personal computer operation; host computer system; word processing, spreadsheet and specialty software programs
• Basic typing skills to meet production needs of the position
• Intermediate math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
• Ability to work with minimal or no supervision while performing duties.
• Current driver’s license and a vehicle with appropriate insurance coverage

Management reserves the right to change this job description at any time according to business needs.