Consumer Banking Relationship Specialist (Relationship Banker)

Bank OZK•Lewisville, TX

About The Position

The Consumer Banking Relationship Specialist (Relationship Banker) uses knowledge of banking products and services to build professional customer relationships and have meaningful conversations about customers’ financial needs and goals. The role helps provide a positive, helpful, and friendly team environment and exceptional customer service. The specialist assesses customer needs, recommends appropriate solutions, makes referrals, opens and services deposit accounts, and processes transactions accurately and efficiently. The role also participates in business development and team activities, resolves customer concerns, collaborates with banking partners, and follows Bank policies, procedures, and security requirements.

Requirements

High school diploma or equivalent required.
At least 1 year of experience interacting with people and demonstrating excellent service skills, through work, military service, and/or education.
Basic knowledge of personal finance and household budgeting.
Knowledge of bank products and services, including online and mobile banking and banking cards.
Knowledge of bank policies and procedures.
Critical thinking, communication, and attention-to-detail skills.
Ability to provide excellent customer service with a helpful, friendly, approachable, enthusiastic, and professional disposition.
Ability to communicate effectively verbally and in writing.
Ability to work as a team player in a continually changing environment.
Ability to work without close supervision and maintain confidentiality.
Ability to follow policies, procedures, and safety and security procedures.
Ability to travel to other work locations as needed, such as for training or staffing shortages.
Computer and Microsoft Office skills necessary to perform essential job functions.
Ability to operate customary business equipment and technology, with or without accommodation.

Nice To Haves

Bachelor’s degree preferred.
Knowledge of, experience with, and ability to explain bank products, online banking, mobile banking applications, and banking cards preferred.
Retail customer service and/or sales experience preferred.
NMLS preferred; required for lending activities.

Responsibilities

Build professional customer relationships and engage customers in conversations to understand their needs and goals.
Use assessment tools to make appropriate recommendations and refer customers to banking center team members or line-of-business partners.
Maintain detailed notes about customer conversations and interactions using assessment tools.
Open and service deposit accounts.
Process account transactions accurately and efficiently to minimize errors and reduce fraud.
Participate in morning huddles, calling efforts, business development, and constructive coaching conversations with leadership.
Resolve client concerns empathetically and promptly, escalating issues when needed.
Collaborate with line-of-business partners to support teamwork, customer service, and continuous learning.
Promote teamwork, lead by example, and take initiative to assist others.
Provide backup and assistance to other retail banking roles and locations as necessary.
Model the Bank’s customer-service standards and support its values and mission.
Maintain integrity, trustworthiness, and professionalism.
Complete required training on time and apply constructive feedback while continuing to learn.
Maintain good punctuality and attendance.
Follow Bank policies, procedures, guidelines, and safety and security procedures.