Relationship Banker

POSITION TITLE: Relationship Banker

REPORTS TO: Branch Manager

DEPARTMENT: Retail Operations

PAY GRADE: 8

FLSA STATUS: Non-Exempt

WORK STYLE: In-Office

LOCATION: 2900 N. Oakwood Avenue, Muncie, IN, 47306

PURPOSE:

The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.

This role is responsible for building and maintaining member relationships. Serving our members by deepening relationships; processing loan requests, opening new accounts, maintaining existing accounts, cross selling products and services to help members achieve their financial goals, all whilst providing an exceptional member experience.

SUCCESS DURING THE FIRST THREE MONTHS:

• Completion of FiCEPs certification within the first 6 months of employment.

• Become a Licensed Indiana Notary within the first 3 months of employment.

• Complete all required training sessions.

• Understands the role and responsibilities of the Relationship Banker and can perform them independently.

• Display a high level of service to members during Inbound and outbound calls.

• Demonstrates effective relationship building skills and knowledge of member experience process.

• Displays knowledge of, and alignment with, core values in all interactions.

• Shows aptitude in opening new accounts and inputting loan applications.

• Begin Home Equity Loans training.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Proactively identify opportunities to grow and deepen member relationships, this includes but is not limited to:

• Outbound/inbound calls.

• Pre-set appointments.

• Branch traffic.

• Disciplined sales process.

• Follow-up.

• Sourcing referrals from members.

• Credit union employees and partners.

• Process consumer loan requests, this task includes but is not limited to:

• Provide all necessary loan product information.

• Accurately complete loan application.

• Accurately disburse loan according to requirements.

• Cross-sell additional products and services.

• Meet time and accuracy requirements during the process.

• Provide general financial literacy principles regarding savings plans and preparation of realistic personal budgets.

• Responsible for recommending or referring all Credit Union and CUSO products and services to members, that will benefit the member’s financial life.

• Process new account requests and provide all necessary product information. This includes but is not limited to:

• Accurately complete account application and all related documents.

• Assess financial lifestyle and needs of the member with a focus on offering additional Credit Union and CUSO products that will benefit the member’s financial life.

• Educates members on electronic and automated service options.

• Adheres, at all times, to applicable policies, including:

• Check cashing.

• Identification and security.

• Participate in community events supported by the Credit Union.

• Performs other special projects and tasks as requested by supervisor.

QUALIFICATIONS & SKILLS:

• Education and Experience:

• Two years successful sales and service experience at a financial institution or equivalent.

• High school diploma or GED.

• Skills

• Strong sales skills and achieving assigned sales goals.

• Comfortable working in a high volume/traffic environment.

• Understand and explain products and services, loan policy and procedures within 90 days.

• Achieve proficiency on relevant Credit Union systems within 90 days.

• Proficient in Microsoft Office Suite and related platforms. (Microsoft Word, Excel, Outlook, Adobe, etc.)

• Accurate and attentive to details.

• Be professional and courteous, neat in appearance and patient in dealing with members and other employees.

• Knowledge of fundamental arithmetic.

• Basic knowledge of and skills in using a computer, calculator and other standard office equipment.

• Able to work in a Windows based environment on a PC.

• Bilingual in English and Spanish is a plus.

ADA REQUIREMENTS

• Physical Requirements:

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 15 lbs. Must be capable of climbing/descending stairs in case of an emergency situation.

• Able to operate routine office equipment including telephone, copier, facsimile, and calculator.

• Able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.

• Able to work extended hours whenever required or requested by management.

• Capable of regular, reliable and timely attendance.

• Working Conditions:

• Able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

• Mental and/or Emotional Requirements:

• Able to perform job functions independently and with limited supervision.

• Work effectively as part of a team.

• Able to read and carry out various written instructions and follow oral instructions.

• Able to speak clearly and deliver information in a logical and understandable sequence.

• Able to perform basic financial calculations with accuracy.

• Capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.

• Able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace.

• Capable of exercising highest level of discretion on confidential matters.