Relationship Banking Leads are Brand Ambassadors who seek opportunities to win business for Paducah Bank. Each is expected to provide outstanding customer service to our clients by offering solutions to match customer needs. They should all serve as product knowledge experts as well as referral and sales champions within their banking center. They are responsible for fostering an environment that develops and encourages growth while cultivating meaningful and lifelong relationships. They will perform various tasks related to serving our clients such as opening and closing accounts, performing account maintenance, issuing debit cards, processing check orders, and various other account and financial service and sales related tasks. They will proactively turn service opportunities into sales events. They will refer customers to appropriate business partners; residential and consumer loans, investment and insurance products, and commercial business needs.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
#1 Provide Personalized Service and Create Remarkable Experiences
Create a welcoming and personalized experience with each interaction. Look professional and communicate professionally. Identify opportunities to improve and create the Paducah Bank experience for each customer. Be accountable and take ownership. Support our company, our community and each other. Maintain complete customer privacy and confidentiality.
#2 Open New Accounts, Process Loan Applications, and Expand Existing Relationships
Open, close and update all account types in deposit platform software and NuPoint. Assist customers with direct deposit setup, switch kit needs, account ownership questions, and account changes. Process account records in a timely manner and in accordance with bank policy and legal requirements. Prepare initial deposits for new accounts and possess appropriate level of knowledge relative to holds on items and fraud detection. Place warnings and stop payments on accounts in NuPoint as necessary. Order and process new debit card requests. Open CDARS, ICS and HSAs upon customer request. Quote non-mortgage loan rates and process loan applications. Look for additional opportunities to expand existing customer relationships.
#3 Processing Transactions and Cash Handling/Balancing
Process customer transactions for DDAs, Savings accounts, Certificates of Deposit, loan payments, safe deposit box payments, and funds transfers. Complete Reg CC hold procedures, Currency Transaction Reports, and Monetary Logs for transactions as required by regulation. Prepare money orders and official checks within authorized limits. Perform cash advances upon customer request. Responsible for accepting and dispensing cash for customers as well as maintaining accurate records and balancing cash drawer. Responsible for maintaining cash drawer at acceptable levels per bank policy.
#4 Cross-Sales and Referral Activity
Review account maturity reports and proactively call on customers on a regular basis. Maintain current knowledge of bank products and services in order to identify potential candidates and to refer sales opportunities to Banking Center Relationship Managers, Consumer & Commercial Relationship Managers, Wealth Management, Paducah Financial Consultants, Treasury Management, and other lines of business. Maintain records of referral activity and meet monthly cross-sell and referral goals. Develop and follow systemized on-boarding process in an effort to deepen and strengthen customer relationships and profitability.
#5 Miscellaneous Duties
Serve as lead to other Relationship Bankers by performing duties as assigned by the Banking Center Relationship Manager which may include: vault access and balancing, order cash shipments and prepare excess cash for shipment, night deposit contract recordkeeping, safe deposit box recordkeeping, ATM balancing/troubleshooting, voided official check recordkeeping, cash advance settlement procedures, monetary log, instant-issue debit card inventory procedures, security record maintenance, prepare weekly scheduling for the banking center, perform and generate records of periodic cash drawer audits, perform opening and closing procedures, monitor cash drawer levels for all staff and TCDs/TCRs, perform monthly alarm testing and maintain records of testing. Prepare Suspicious Activity Reports and Counterfeit Currency Reports per bank Policy. Assist customers with lockbox access. Work with Client Services, IT, and CSI to identify and resolve system issues related to banking center and ATM processes. Attend training sessions as necessary and perform other duties or tasks as assigned.
#6 Relationship Banker Support and Leadership
Provide backup services to Banking Center Relationship Managers, Relationship Bankers and Relationship Banking Specialists during peak activity periods. Motivate and encourage others to perform at their highest level using positive reinforcement techniques and by setting an example for others to follow. Exude confidence and professionalism so that others look to them an established leader, role model and mentor.
#7 Coaching and RB Development
Ensure each location is maintaining a professional business-like atmosphere; serve as an advisor to all Relationship Bankers and banking center teammates. Train new Relationship Bankers, cross-train existing staff on various banking center tasks, ensure required training is scheduled and competed by all. Provide guidance and review of teller work, provide input for annual performance reviews and assist in ensuring banking center goals (GPS) are met.