Bilingual Senior Relationship Specialist - Main Office - Danbury

Union Savings Bank•Danbury, CT

7d•Onsite

About The Position

The Bilingual Senior Relationship Specialist is responsible for developing, maintaining and deepening customer relationships. This role involves accurately and effectively handling both sales and service transactions, promoting USB products and services, and assisting customers in understanding how their financial goals can be met with suggested solutions. The specialist will sell the value of products, maintain a working knowledge of all USB products and services, and stay current on offerings from partners and other business lines for cross-selling opportunities. They will support and engage in all branch, market, or bank sales initiatives, contests, campaigns, and promotions, and participate in sales-related projects. A key aspect of the role is to exceed individual and branch goals (sales, service, cross line of business), actively source and facilitate Bank at Work opportunities, and proactively reach out to new and existing customers for onboarding, upselling, and setting appointments for financial reviews. Maximizing networking and community service events, and leveraging lead lists to deepen customer relationships are also crucial. Additionally, the specialist will assist in coaching and developing other team members as needed. In terms of customer service, the role requires consistently demonstrating service behaviors, putting the customer first by promptly acknowledging them, handling transactions accurately and efficiently, maintaining confidentiality, responding to concerns, setting clear expectations for follow-up, focusing on the customer, projecting a professional demeanor, and providing coverage for service transactions. Customer retention is a key accountability. Operationally, the role involves accurately processing transactions like deposits, withdrawals, transfers, and negotiable items, processing and approving wire transfers within authorized limits, monitoring collections and fee rebates, and ensuring account records are compliant. The specialist will assist Branch Management in maintaining branch safety and soundness, distributing and training employees on policy changes, making exceptions within approved limits, reviewing compliance and audit reports, minimizing variances, and monitoring branch RCI, teller differences, overdrafts, and charge-offs. Compliance with S.A.F.E. Act regulations, including maintaining up-to-date registration information and providing NMLS registration numbers, as well as compliance with Fair Lending and UDAAP regulations, is mandatory. In Human Resources, the specialist will actively support managerial decisions, set a professional example, and effectively handle staff issues in the absence of Branch Management.

Requirements

Bilingual fluency in English and Spanish or Portuguese required.
Must be able to process and approve wire transfers within authorized limits.
Must comply with all S.A.F.E. Act regulations.
Must provide N.M.L.S. registration number to consumers upon request and in all written communications.
Must comply with all requirements of the Fair Lending regulations.
Must comply with UDAAP regulations.

Nice To Haves

Experience in sales and service transactions.
Knowledge of USB products and services.
Experience in cross-selling.
Experience in sourcing and facilitating Bank at Work opportunities.
Experience in customer relationship management.
Experience in coaching and development of team members.

Responsibilities

Develop, maintain, and deepen customer relationships.
Accurately and effectively handle both sales and service transactions.
Promote USB products and services through branch banking sales and service processes.
Assist customers in understanding how their financial goals are met with suggested solutions.
Sell the value of products and close on sales.
Maintain a working knowledge of all USB products and services sold in the branch.
Keep current on product/services offered from partners and other business lines to assist in cross-selling efforts.
Support and engage in all branch, market or bank sales initiatives, contests, campaigns and promotions.
Participate in sales related market or bank level projects or initiatives.
Exceed all individual and branch goals (sales, service, cross line of business).
Actively source and facilitate Bank at Work opportunities.
Proactively reach out to new and existing customers including onboarding, upselling, setting appointments for financial reviews, etc.
Maximize networking and community service events.
Leverage all lead lists, top customer lists, household lists, business lists, etc. and enthusiastically reach out to customers to deepen relationships.
Assist in the coaching and development of other team members as needed.
Consistently demonstrate the service behaviors embedded in the USB Customer Service Commitment Charter and the branch banking sales & service process.
Put the customer first by promptly acknowledging their presence.
Handle transactions accurately and efficiently, respecting customers time.
Maintain the highest levels of confidentiality and privacy of customer information.
Respond to customer concerns to supervisors as appropriate.
If follow up is required, set clear customer expectations and deliver as promised.
Focus directly on the customer, if working on another project quickly put aside and interact with the customer.
Project a professional positive outlook and demeanor at all times.
Provide coverage for service transactions as needed.
Accountable for successful retention of customers.
Perform essential duties by accurately processing transactions including but not limited to deposits, withdrawals transfers and negotiable items such as Bank Checks and Money Orders.
Process and approve wire transfers within authorized limits.
Monitor and maintain collections and fee rebates.
Monitor the account records, such as signature cards, POAs, and Business Resolutions to ensure documentation is completed correctly and within compliance.
Assist Branch Management in maintaining the safety and soundness of the branch.
Assist Branch Management in distributing, educating, & training branch employees on information/policy changes as needed.
Make exceptions within approved limits utilizing knowledge based on experience relating to policies and procedures.
Review branch compliance and audit reports.
Assist Branch management in minimizing and correcting variances and exceptions.
Monitor/maintain branch RCI, teller difference activity, overdrafts and charge offs.
Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active.
Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards.
Comply with all requirements of the Fair Lending regulations.
Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations.
Actively support managerial decisions in a positive manner.
Set a professional example for staff to follow.
Effectively deal with staff issues or concerns in the absence of the Branch Management Team.