Job Title: Senior Relationship Advisor
Supervised by: Community Relationship Manager III, II, I
Supervises: Relationship Advisor II & I
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.
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 three (3) – five (5) years’ prior retail banking experience or related work in retail sales, customer service and /or cash handling experience, and one (1) year prior supervisory experience normally required.
The Senior Relationship Advisor will be expected to lead and develop the team, and assist the Community Relationship Manager in achieving the sales performance expectations. Performs and assists a broad range of tasks of the highest complexities and scope to support branch operations. Builds rapport with new and existing customers by utilizing the CARE Program process to meet and support individual, business and organizations goals and values. Must have lending proficiency and maintain and active NMLS registration status. Must display principles of core values including teamwork, accountability, passion for helping others, communication, service oriented and continuous improvement.
a. Processes checks, cash and the sale of negotiable instrument transactions adhering to the Bank’s 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. Follows all safety, security and compliance procedures.
g. Schedule and prioritize work activities, effectively handling frequent interruptions while following up on commitments in a timely manner.
h. Follows a robust training curriculum and applies learned skills to maximize customer engagement and experience.
i. Adheres to First United Bank & Trust’s culture and brand.
j. Able to effectively discuss process and close all types of deposits and lending products.
k. Maintains an active NMLS registration status.
l. Follows a supervisory training curriculum and applies learned skills maximize customer engagement and experience.
m. Assists the Community Relationship Manager in the supervision of sales initiatives, providing sales leadership, meeting or exceeding team goals and branch operations.
2. Sales & Uncommon Customer Experience
a. Provide uncommon customer experience by adhering to the service standards.
b. Responds promptly to the most complex customer needs and requests for service.
c. Exhibits good listening skills and speaks clearly in positive and negative situations.
d. Maintains up to date knowledge of products, services, technology and regulations.
e. Confidently recommends appropriate products and services designed to meet customer needs in a pleasant and professional manner, building rapport and demonstrating a genuine interest in helping the customer.
f. Recognize and recommend appropriate solutions through a series of relevant questioning utilizing our CARE Program tools to meet or exceed individual sales goals.
g. Ability to balance business needs with customer requests while managing potential risk and profitability to the bank; ability to resolve the most complex problems.
h. Personalizes each customer interaction while accurately processing banking transactions.
i. Maintains strong customer relationships to expand cross sell opportunities and expanding customer relationships.
j. Proactively maintains a self-developed pipeline of customers and prospects for future opportunities with the objective of meeting or exceeding assigned goals.
k. Maintain an active role in the community and leverage these opportunities for business expansion.
a. Develops agenda and executes branch daily huddles and follows through on team commitments.
b. Recognizes referral opportunities and initiates introductions to other lines of business (Team Sales).
c. Contributes to a positive working environment by developing trusting and cooperative relationships with customers and work associates.
d. Applies constructive feedback and coaching to improve individual performance.
e. Proactively supervises and mentors other team associates; assists the Community Relationship Manager with performance management activities.
4. 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.
5. 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 work place.
6. 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.
7. 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.
8. 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.
9. Performs other related duties as assigned.
10. Directly supervises assigned personnel as follows:
a. Assists in the selection of new personnel as appropriate.
b. Makes provisions for the proper orientation and training of new personnel.
c. Reviews employee performance throughout the probationary period and on a regularly scheduled basis thereafter.
d. Organizes, schedules, and distributes work among assigned personnel.
e. Keeps personnel informed of pertinent policies and procedures affecting the office and/or their jobs; creates an atmosphere in which upward communication from employees is encouraged.
f. Administers personnel policies and procedures as established by bank policy.
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.
Various locations as assigned
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
10. Currency verifier
11. Combination lock
12. Check cutter
13. Office doors & security equipment
First United Bank and Trust is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. We maintain a drug-free workplace.