Position requires flexibility Monday through Friday from 7 am to 6 pm and rotating Saturdays from 8 am to 12 pm.
SUMMARY: The Relationship Banker will primarily focus on product sales and customer service. The associate develops new customer relationships and strengthens existing relationships by ensuring each customer is aware of and offered appropriate products and services to meet their existing and future financial needs. The Relationship Banker provides expert product advice, clear and concise directions on the use of self-service banking solutions, transacts business accurately and provides account servicing and problem resolution per established procedures and regulations. The Relationship Banker is a leveled position, beginning with Level 1 and advancing to Level 3 that focuses on product sales and customer service. Level 4 is reserved for associates that have met the qualifications to advance into a leadership position.
- Level 1 - Training: Primary focus will be training and development while working with a seasoned mentor. Progression to Level 2 is dependent upon successful completion of all training.
- Level 2 – Proficient: Works independently on routine tasks and with general guidance on complex tasks. Demonstrates superior product knowledge and excellent needs-based selling skills. Upon the recommendation of the Branch Manager or Regional Management and upon demonstrated proficiency in all performance expectations, the associate will advance to Level 3.
- Level 3 – Advanced: Demonstrating independent action and high initiative, the associate resolves problems, develops recommendations and determines the course of action on new tasks. Tasks could range from complex to highly specialized in nature. Additionally, the Level 3 will also serve as a mentor to Level 1 associates.
- Level 4 – Management Track: Exhibits the determination and potential to succeed into management. The associate at this level will assume a leadership role in planning and executing daily and special activities for the branch and could occasionally cover the manager’s responsibilities during their absence.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Contribute to the achievement of branch sales goals through a consultative sales approach with new and existing customers following the sales process defined in the CFB Retail Sales Playbook. Through discovery conversations, identify and uncover financial needs of the customer and offer appropriate solutions. Refers qualified customers to specialized sales forces.
- Proactively make outbound calls in efforts to generate sales to further strengthen the customer relationship and/or begin customer relationships.
- Identify opportunities to sell consumer loans, accept consumer loan applications and facilitate loan closings. Must work effectively with centralized underwriting department.
- Deliver consistent, exceptional customer service by acknowledging every customer promptly, smiling and greeting each customer, introducing yourself, using eye contact, and thanking the customer. Acknowledge customer complaints and follow established complaint process to ensure customer satisfaction.
- Opens and processes simple, moderately or extremely complex deposit accounts.
- Provide answers and assistance for customers’ questions and concerns including, but not limited to; assisting customers with deposit risk management and day-to-day banking business.
- Maintains in-depth knowledge of products and services, including digital services and delivery options. Support customer usage of products and services that will provide the services they need in the manner most convenient for them. Maintain in-depth knowledge of competitors’ products, practices, facilities, and prices to effectively sell bank products.
- Participate in branch promotions and marketing initiatives as directed.
- Use sound judgment in the application of bank standards, policies and procedures regarding customers.
- Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
TEAM ACCOUNTABILITIES:
- Contribute to the achievement of branch sales goals.
- Support and uphold the Arvest Mission Statement.
- Uphold the Arvest Code of Ethics and ensure that confidential information is safeguarded.
- Maintain a high level of cooperation and rapport with all associates in order to ensure accurate and efficient operations and service.
- Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the company’s overall operation.
- Promote professionalism at all times.
SUPERVISORY RESPONSIBILITIES: LEVEL 4 ONLY
May supervise associates as assigned by the Manager. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Ensure direct reports have completed required compliance training and are adhering to all internal procedures and controls as it relates to bank policy, laws, regulations and Arvest’s BSA/AML Program. Responsibilities include interviewing, hiring, appraising performance, rewarding, and disciplining associates. The incumbent has the authority and the appropriate influence to make recommendations regarding hiring, firing, advancement, promotion, or any other change of status of other associates within the guidelines of the bank’s procedures and guidelines for such change of status events. The incumbent provides training, planning, assigning, and directing work assignments and schedules; addressing complaints and resolving problems.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Level 1:
- High School Diploma or General Education Degree (GED) required.
- Current NMLS SAFE Act Registration or the ability to be registered within 30 days required.
- Demonstrated sales and customer service experience preferred.
- Financial service provider experience preferred.
- College degree preferred.
Level 2:
- High School Diploma or General Education Degree (GED) required.
- Successful achievement of defined competencies of Level 1 required.
- Current NMLS SAFE Act Registration or the ability to be registered within 30 days required.
Level 3:
- High School Diploma or General Education Degree (GED) required.
- Successful achievement of defined competencies of Level 2 required.
- Current NMLS SAFE Act Registration or the ability to be registered within 30 days required.
Level 4:
- High School Diploma or General Education Degree (GED) required.
- Successful achievement of defined competencies of Level 3 required.
- Proven determination and potential to manage.
- Current NMLS SAFE Act Registration or the ability to be registered within 30 days required.
OTHER SKILLS AND ABILITIES:
- Must be able to arrive at work on time, work on site and have regular work attendance
- Must be able to work cooperatively with other co-workers regardless of personality, presence or communication style
- Must be able to provide cordial customer service regardless of customer personality, presence or communication style
- Must be able to perform several tasks at once
- Must be able to work in a stressful atmosphere
- Must be able to rotate job tasks
- Must be able to occasionally work overtime and/or outside of normal business hours
- Must be able to greet others cordially
- Must be able to coordinate multiple and changing priorities
- Must be able to verbally communicate with all other associates
- Must be able to operate telephone, scanner, copier and FAX machines
- Must be able to move from department, division, or bank to department, division or bank to attend meetings
- Must be able to operate personal computer keyboard in order to create reports, schedules and other appropriate documentation
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to stand, walk, sit, and to talk and hear. The associate must occasionally reach with hands and arms; stoop, kneel, or crouch. The associate may occasionally be required to lift or move up to 25 pounds.
Specific vision abilities required by this job include close, distance and color vision and the ability to adjust focus. The incumbent must be able to travel occasionally by themselves within the US, including overnight, and via automobile and air.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an associate may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.