Digital Consumer Relationship Manager

Renasant Bank•Tupelo, MS

About The Position

The Digital Consumer Relationship Manager is responsible for delivering an exceptional digital experience to our customers in support of the organization’s overall sales and service culture by leveraging technology and acting as a trusted advisor, demonstrating an understanding of the customer’s financial needs, and then offering competitive solutions to meet those needs. In alignment with the organization’s vision, mission, values and business model, the Digital Consumer Relationship Manager focuses on generating consumer loans, mortgages, deposits, and other financial services for new and existing customers, received through an internal or virtual channel, who prefer a true digital experience. This role directly impacts the bank’s production loan growth goals through effective relationship management and the execution of digital transformation and sales and service initiatives. The Senior Digital Consumer Relationship Manager receives and advises customers on larger, more complex financial loans and transactions.

Requirements

High School diploma or equivalent
Minimum of 2 years of customer service in a retail branch or in a digital banking environment experience
Minimum of 1 year of consumer loan experience, loan administrative support, credit underwriting, or credit administration experience
Knowledge of the consumer lending process
Extensive knowledge of industry products, policies and procedures, operations, and compliance regulations
In-depth knowledge of financial industry loan and deposit products
Ability to optimize an inside sales strategy and translate customer needs into sales deliverables
Strong analytical, marketing/sales, consulting and negotiating skills
Proficient in Microsoft office suite of products including outlook, word, and excel
Advocate for technology; willing and able to leverage various digital tools and software to track, measure, and achieve performance and sales goals
Strong written and verbal communication; ability to connect with others through various digital delivery channels
Exercise mature judgement with a high degree of integrity and professionalism
Ability to maintain confidentiality about all information
Ability to work unsupervised at a proficient and productive rate
High energy, results-oriented, and work well in a team environment
3 years consumer lending, credit underwriting or administration experience
Working knowledge of applicable compliance regulations and loan documentation requirements
Proven sales track record managing complex transactions
2 years proven experience working with internal partners and/or through digital channels to establish sales leads and translate customer needs into sales opportunities

Responsibilities

Deliver a best-in-class digital customer experience by consistently executing the bank’s sales methodology, first seeking to understand the overall financial needs of our customers, and then offering competitive solutions to meet their needs
Drive organizational growth and profitability by generating consumer loans, mortgages, deposits, and other products and services received through an internal or virtual channel and then acting on those leads digitally
Establish and maintain a customer-centric relationship management process by balancing technology with human touch, championing digital solutions products and technological advancements, leveraging technology to further enhance sales, (i.e., process automation, digital customer interactions, referral sources), and prioritizing opportunities to obtain and grow relationships
Ensure that all consumer loans meet credit requirements for lending quality, customer eligibility, and compliance through the prequalification and approval phase as determined by the bank’s digital lending platform; work closely with credit to analyze the credit strengths and weaknesses of prospects and borrowers to make profitable loan decision recommendations and submit complete and accurate consumer loan packages.
Oversee digital consumer loan origination from opportunity and prequalification to loan approval and closing, including managing the online consumer application process, capturing customer information in the database, and advising customers digitally of loan options, terms, collateral, and credit decisions
Investigate, track, and resolve customer problems and inquiries
Grow and manage an active portfolio of consumer loan relationships by acting on warm leads and working with new and existing customers virtually; manage all credit risk within the assigned portfolio (exceptions, past dues, and problem assets)
Partner with retail branches to create a seamless experience by servicing an online consumer loan application at any point in the origination process to support ease of customer and executing any necessary loan documentation
Advocate for the bank and our customers by engaging in various community organizations and development activities
Maintain a working knowledge of all bank products, services, processes, and systems
Monitor new developments within the lending market, as well as compliance with loan policies and regulations. Recommend modifications to bank lending policies and procedures, as needed
Perform other related duties as assigned
Independently develop and maintain relationships with proactive business development efforts including identifying leads, opportunities and referrals
Expected to meet production and/or referral goals
Higher lending limits for both secured and unsecured lending