Job Title: Senior Relationship Banker

Department: Retail

Date Revised: June 2022

Reports to: Assistant Branch Manager or Branch Manager

Officer Status: None

FLSA Classification: NE6

General Position Summary and Purpose:

The Senior Relationship Banker provides exceptional customer service by making themselves forefront and available at all times in order to effectively assist the customer. The role is responsible for greeting and assisting customers, troubleshooting any problems or concerns, and taking customers to the next level of account management. The Senior Relationship Banker actively seeks to build, retain, and strengthen customer relationships through the Relationship-Oriented Sales Philosophy.

Career Competencies:

Action Oriented

Collaborates

Communicates Effectively

Directs Work

Instills Trust

Manages Complexity

Decision Quality

Drives Engagement

Resourcefulness

Manages Conflict

Situational Adaptability

Develops Talent

Essential Duties and Responsibilities:

Delivers outstanding customer service by executing financial transactions in accordance with bank policies and procedures

Meets assigned company strategic goals including cross-sells, referrals and sales of products and services

Greets each customer and providing an overall positive customer experience while assisting them with their individual banking needs

Embraces Claremont Savings Bank’s “Relationship-Oriented Sales” philosophy and applying referral and sales skills to deepen individual customer relationships through added products and services.

Independently processes CSB Consumer Loans to include educating the customer on products, making appropriate recommendations and closing the loan. (In person and online applications)

Processes advanced transactions including ICS/CDAR’s, Business/Trust/Estate accounts, Retirement Plans to include IRA’s and HSA’s. Opening/closing safe deposit boxes, etc.

Presents procedures and conducts trainings to various sized groups. Assists with cross training and coaching retail employees.

Resolves problems independently while knowing when to consult higher authority.

Assists with completion of monthly branch audits and security report.

Follows up on documentation and customer requests, ensuring proper documentation and follows compliance guidelines.

Fulfills manager’s responsibilities and duties in their absence.

Participates in a Saturday rotation schedule.

Adheres to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets

Other Duties and Responsibilities:

Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.

Adjusts schedule to include after hours training and customer appointments that extend after closing, as needed.

Moves to other locations as assigned on a temporary basis

Opens/closes location and operates independently, (i.e. Branch or drive-up).

Other duties as assigned by supervisor

Maintains a neat, organized, and professional work space/department

Orders cash for branch location, as needed.

Supervisory Responsibility:

Growth Opportunity

Professional Relations:

Works professionally with all employees, customers, vendors or the general public to achieve goals and objectives of Claremont Savings Bank’s vision, mission and values.

Enhances the Bank’s image by providing representation and involvement in community activities and charitable, civic and social organizations.

Education/Certification:

High School Diploma or Equivalent.

Required Experience/Required Knowledge:

4-5 years previous retail banking experience

Confidence in interacting with customers and co-workers

Skills/Abilities:

Strong communication skills

Strong listening skills and telephone etiquette

Ability to cross sell and refer products and services

Works well under pressure

Strong people and organizational skills

Ability to prioritize tasks and multitask

Proven accuracy in new accounts and transaction processing

Ability to adapt to an changing environment

Ability to effectively solve potential problems or concerns and follows up with customers as needed

Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems