Essential Functions of a Relationship Banking Specialist
At the core of banking is the relationship between the bank and its customers. The Relationship Banking Specialist plays a pivotal role in attracting, advising, and serving both existing and potential customers. This relationship-building professional follows a customer-centric approach, using the C.A.R.E model – an acronym for Consistency, Attention, Respect, and Empathy – to guide customers towards achieving financial wellness.
With every customer interaction, whether in person or over the phone, the Relationship Banking Specialist engages in in-depth conversations. Their primary duty is to provide extraordinary service to customers, generating a steady stream of referral opportunities. They offer immediate responses to customer requests or needs, develop a top customer calling list, and regularly analyze current customer relationships. They proactively contact customers with recommendations to help them achieve financial success.
Customer Problem Solving and Knowledge Application
Another integral part of their role is to listen to, assess, and solve customer problems. Their day-to-day operations involve making IQ Lead calls with the aim of retaining existing business and attracting new business. These specialists are extensively knowledgeable about various financial products and services, which they leverage to support customer needs effectively.
They also collaborate with internal business partners to offer customers a comprehensive range of financial solutions. These solutions span across various domains including Wealth Management, Electronic Banking, and Loan services.
Transaction Processing and Electronic Banking Proficiency
Providing prompt, accurate, and efficient customer service is paramount to the role of a Relationship Banking Specialist. They process a wide array of transactions, including opening new accounts on the platform system, completing transactions on the teller processing system, and processing Cash Advances, Pre-Paid Cards, Check Orders, among other duties.
They are proficient in Electronic Banking, which enables them to provide solutions to customer needs and answer technical questions related to electronic banking services.
Administrative Support and Security Adherence
These professionals also provide administrative support to their supervisors and teams. They remain aware of departmental goals, provide ongoing communication, and organize priorities to meet customers’ needs and deadlines. Their administrative duties may include assisting with various reports, logs, and job duties; preparing correspondence; managing phone inquiries; contacting overdraft and delinquent customers; completing file maintenance on customer accounts; requisitioning office supplies, loan documents, new account supplies, Money Orders, Treasurer’s Checks, Pre-Paid Cards, among other duties.
Adherence to security procedures, the Bank Secrecy Act, USA Patriot Act, and safeguarding customer information is of utmost importance in this role. They also participate in meeting the Community Banking Department’s long- and short-term goals and objectives by attending and participating in annual meetings, daily 5-minute meetings, weekly relationship-building conference calls, weekly branch-based sales meetings, and monthly employee relations meetings.
Required Skills and Abilities
The role of a Relationship Banking Specialist requires excellent verbal and written communication skills, exceptional organizational skills, and strong attention to detail. They must have basic computer skills and digital awareness, and be proficient with Microsoft Office Suite or related software. They should be results-oriented, have manual dexterity and numerical skills, and have knowledge of all products and services and all office functions. They should exhibit a positive, enthusiastic attitude and have the ability to multi-task.
Education and Experience
A minimum requirement for this position is a High School diploma or GED, though an Associate’s Degree is preferred. Candidates should have at least one to three years of experience in customer service and sales.
Physical Requirements and Equal Opportunity
The role demands a certain level of physical capability, including the ability to concentrate and perform responsibilities while maintaining a constant state of focus and mental alertness. It may also involve lifting up to 25 pounds, such as heavy boxes or coins, and the ability to communicate in person, through email, or via telephone with customers and staff members.
This employer is an equal opportunity provider, offering employment to all regardless of any form of discrimination. The employer is obliged to notify all applicants of their rights pursuant to federal employment laws. For further information, you can review the Know Your Rights notice from the Department of Labor.
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