First United Bank & Trust
102 - Lake - Senior Relationship Advisor (Marketing)
Job Title: Senior Relationship Advisor
Job Reporting Relationships
Supervised by: Director of Retail
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; obtain and maintain active Nationwide Mortgage Licensing Registry (NMLS) and complete appropriate SAFE Act training.
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 sales management/supervisory experience normally required.
Responsible for leading and developing the retail advisor team, provide sales leadership and management and achieving the sales performance expectations of a community branch office. Performs and assists a broad range of tasks of the highest complexities and scope to ensure branch operations excellence. 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.
This job classification is assigned to employees participating in a formal development
program, that has a fixed time-period to successfully complete. As a developmental position, Associates are responsible for learning and developing knowledge, skills and abilities of all retail banking policies and practices; including sales leadership and management to drive internal branch growth, retail deposit and consumer loan origination, implementing client advisory services and leveraging service technology. Demonstration of effective sales management, staff client advisor proficiency and the achievement of assigned sales goals will be evaluated at the conclusion of the development program and will be required.
Manages branch sales initiatives, providing sales leadership, meeting or exceeding team goals and branch operations.
Working with the Director of Retail responsible for the personnel administration including hiring, training and development, schedule oversight, corrective action and performance management.
Manages the accurate transaction processing performed by Relationship Advisors including processing checks, cash and the sale of negotiable instrument transactions adhering to the Bank's current policies and procedures.
Ensures all cash drawers and Vault are balanced and monitors own cash transactions for accuracy when required to staff a service pod.
Oversees and performs daily branch activities such as safe deposit duties, opening and closing branch and vault, other duties as assigned.
Able to effectively discuss, process and close all types of deposit and lending products.
Includes appropriate people in decision-making process. Follows instructions and responds to management direction.
Resolves problems or discrepancies on customer accounts in a timely manner.
Follows all safety, security and compliance procedures.
Schedule and prioritize work activities, effectively handling frequent interruptions while following up on commitments in a timely manner.
Adheres to First United Bank & Trust's culture and brand.
Maintains an active NMLS registration status.
Follows a supervisory training curriculum and applies learned skills maximize customer engagement and experience.
2. Sales & Uncommon Customer Experience
Works with the Director of Retail to develop and implement plans to drive organic growth and achieve annual branch performance goals.
Creates and implements specific plans to support the client advisor strategy, including building client advisor relationships to drive branch growth and expanding the use of service technologies to improve operating efficiencies.
Provide uncommon customer experience by adhering to the service standards. Responds promptly to the most complex customer needs and requests for service.
Exhibits good listening skills and speaks clearly in positive and negative situations.
Ensures staff maintains up to date knowledge of products, services, technology and regulations.
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.
Recognize and recommend appropriate solutions through a series of relevant questioning utilizing our CARE Program tools to meet or exceed individual sales goals.
Ability to balance business needs with customer requests while managing potential risk and profitability to the bank; ability to resolve the most complex problems.
Personalizes each customer interaction while accurately processing banking transactions.
Maintains strong customer relationships to expand cross sell opportunities and expanding customer relationships.
Proactively maintains a self-developed pipeline of customers and prospects for future opportunities with the objective of meeting or exceeding assigned goals. Maintain an active
role in the community and leverage these opportunities for business expansion.
Develops agenda and executes branch daily huddles and follows through on team commitments.
Contributes to a positive working environment by developing trusting and cooperative relationships with customers and work associates.
Works with the Director of Retail to develop and implement performance management activities. Applies constructive feedback and coaching to improve individual performance.
Provides sales coaching and guidance to associate for referral opportunities to team sales members. Grow capabilities of branch associates by providing guidance as well as developing individual career plans to foster a true trusted advisor culture.
Recruit, build and sustain a team of retail associates who are capable of delivering trusted advisor and consultative sales results and proper risk management. Proactively builds mentor connections for team associates.
Works with the Director of Retail and assists in recruiting and selection of new
personnel as appropriate.
Makes provisions for the proper orientation and training of new personnel.
Reviews employee performance throughout the probationary period and on a regularly scheduled basis thereafter.
Organizes, schedules, and distributes work among assigned personnel.
Keeps personnel informed of pertinent policies and procedures affecting the office
and/or their jobs; creates an atmosphere in which upward communication from employees
Administers personnel policies and procedures as established by bank
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
Branch Capture equipment
Cash advance/Cash dispense/Cash recycler equipment
Office doors & security equipment